This issue revisits the seemingly age-old topic of CRM. Feature Focus examines the application of principles of CRM in a higher education environment and explains how CRM can be used in an academic setting for recruiting prospective students. Turning our attention to the CRM Champion, Special Report interviews three industry experts to see what happened to this person and where CRM is headed. In this Profile, an ergonomics engineer shares information about shaving costs and reducing absenteeism with a well constructed ergonomics plan. HR shares new ideas for managing agents over the holidays, while Expert Advice teaches you how to “talk like a CFO” to get your business plan sold.

We hope you read this edition of CP cover to cover. A lot of emphasis is placed on VoIP in Trend Watch and Expert Advice, and we’ll help you to handle agent e-mail overload in Special Report. You’ll learn how to coach with confidence in Feature Focus, as well as learn the training and linguistic secrets of Indian agents who sound North American in Site Selection. Plus, we’ll share stories of how effective ergonomics can decrease workers’ compensation claims in Vendor Showcase. And of course, that’s just the beginning.

This edition of CP addresses the universal language of technology in a variety of ways: FF shows us how the application of sound technologies helps us survive in the DNC World; Technology looks at learner management systems; Vendor Showcase and Expert Advice focus on voice application technology. We also explore Six Sigma as it enters the call center and address the age-old issue of migrating your culture from service to sales.

This edition aligns insightful contributors to share their expertise. In Feature/Focus, Philip Coen, one of the top 5 individuals in the world most influencing the call center industry in the ‘90s, shows us how to select operation locations abroad. Dr. Jon Anton and Kathy Dean offer advice on hiring and explore 16 characteristics needed for hiring an effective management team in HR. Special Report investigates and researches Industry Trade Associations, outlining association information supporting the contact center industry today, and in the future.

The common thread woven into the fabric of this issue is your center’s reputation. The way you deliver your service is in large part based upon the character of your people and reputation of your company. CP examines the importance of these virtues with a strong focus on your staff. Feature Focus looks at the issue of customer service and the power of first call resolution, both voice and email, while Special Report examines the importance of the recruiting and hiring function…and that’s just a sampling of all this issue offers!

This issue devotes lead editorial to the outlook and trends for 2004, while also addressing the impact of new legislation and how it will shape business decisions. Other must-reads in this edition are: Technology, focusing on what to do before investing in skill-based routing technology; Special Report, devoted to the real issues of WFM and Human Resources, outlining management.