As we close another year, we endeavor to bring you more information and advice from industry experts -- Feature Focus reports on the strategic contact center showing a perspective that maximizes technological expertise to enhance success. Special Report outlines how to improve performance through coaching and customer based quality assurance. Looking to outsource offshore? First, refer to Outsourcing for what you must know. Site Selection shows solid advantages about the Caribbean and Latin America. Speech recognition goes mainstream in Trend Watch. And, turn to Human Resources for tips on taming that beastly turnover tiger.

Symbolic of the harvest, the September/October issue brings you a cornucopia of information on a variety of topics. To start, did you know that simply integrating the customer’s judgment of call quality in the monitoring process can improve customer satisfaction and reduce costs? Learn how in this issue’s Feature Focus. You’ll also learn how to achieve success with CRM in Technology and how to get the most out of Knowledge Management in Trend Watch.

Want to maximize potential across the board? Don’t miss this issue’s Feature Focus covering the balancing act between sales and service and how to improve operations and produce effective agents. Perhaps the flip side of sales effectiveness is vendor effectiveness. In the Special Report we look at the value of Vendor User Groups and how end users can get the most out of their product.

Relocating or establishing a new center? Don’t miss this edition of CP focusing on Site Selection in the U.S. and abroad. Also review the Innovative Ideas segment which help you determine what to do with those blank walls, once you’ve opened your doors.

Want to drive your team to long-term success? If so, read about the power of the Master Coach; the evolution of “C” level positions and how they’re taking care of customers, and; how the impact of the new telemarketing legislation may impact your team.

Who are the most talented agents and how do you keep them? This issue’s Feature Focus and Special Report focus on these topics by exploring the relationship between recruiting, selection and turnover as well as how to get and keep a new kind of agent – the gold collar worker.