Ever wonder what’s the buzz about e-learning? In this issue, learn about the value of e-learning, key trends, statistics and the importance of simulation as a learning tool. Then take a look at the economic value of one e-learning solution in the ROI Review segment.

Have you ever said, “If I only had more time.” Well in the contact center, that’s a dream, not a reality. So you have to manage your time more effectively. This edition’s Special Report addresses this pervasive issue and provides insight for how to take time for time management.

CRM is the focus here. The power of business loyalty in the CRM equation; why a multilingual approach is key to enhancing CRM, and; how CRM can and should be considered when managing the workforce.

Performance has many connotations, and in this issue, CP looks at performance as it relates to site selection, facility design, staffing and your communications platform.

Challenged by a less than perfect relationship between IT and Operations? If so, read about a meeting of the minds in this issue’s Feature Focus. Then learn about managing E-Service in Special Report.

Does your interviewing influence turnover? There’s one way to find out. Learn more about the Behavioral interview and how it can improve your retention hit rate. Then read the about how to reduce the cost of turnover in Feature Focus.