We pride ourselves on bringing you information on trends affecting the industry, and this issue is no exception. We address everything from budgeting and planning in Feature Focus to computer-to-computer calling in Expert Advice. Site Selection provides tips for training your overseas agents how to write in “Americanese.” We examine sales force automation from three different perspectives in Trend Watch. Profile features an interview describing how Nicaragua’s young democracy is handling its growing contact center business base. And then, we’ll tell you how something as simple, yet as important as your furniture design can improve results, in Bottom Line.

With a theme of small, incremental movements toward a better operation, Feature Focus covers e-learning, and a significant part of the issue is dedicated to VoIP. Special Report examines the real cost of IP and when it’s right for you, while Bottom Line looks at how it boosts service and reduces costs. Site Selection and Profile both address different perspectives on whether or not to outsource. Human Capital shows how to manage your exceptions policy with ease, while Trend Watch gives tips for managing a virtual workforce. Finally, Expert Advice, maps how to perfect call flow management.

Our publication has often been described as one that focuses on the people side of the equation, and this issue is no different. Feature Focus looks into managing people and the technologies available to schedule, forecast, and make staffing adjustments. Human Capital shows an important perspective on what it really takes to make coaching stick. After reading Special Report, you’ll be armed with information that might help you decide if a remote agent model could work for your center—or not. Trend Watch pinpoints why you can’t afford to wait any longer to begin benchmarking in your environment.

In our annual site selection issue, Feature Focus examines the topic from a global perspective and shares the latest data. Our regular Site Selection segment focuses on U.S. nearshore opportunities, presenting first-hand perspectives from centers that operate nearshore locations. Special Report turns site selection on its side by researching the great outsourcing debate, citing new research, legal advice and a list of considerations for outsourcing. Expert Advice shows how to get offshore agents up to speed in training with knowledge management systems. Human Capital explains how to compensate a remote agent team and Profile illustrates how to secure resources for a technology initiative.

This issue’s emerging theme is T4— tools, tips, techniques and technologies to help contact centers get through their mid-life crisis by helping leaders with critical decisions sure to determine business success. Feature/Focus addresses the Real-Time Enterprise. SpecialReport tackles how to manage multiple marketing promotions using knowledge and information. Bottom-Line shows quantifiable results by using integrated training and development technologies. Technology examines the ever-pressing issue of IP. Human Capital looks at how hiring practices lead to employee tenure, and in Profile we interview experts on the importance of formal assessment processes for long-term success.

Feature/Focus kicks off 2005 with an interesting perspective on legislation now, how it’s improved the industry thus far, and what the implications are for the future. Then, Special Report shares insights on what is Truth, Fad, Fact and Fiction in WFM today. Human Capital and Trend Watch are both focused on customer retention and loyalty. This edition’s Profile focus is on technology initially developed in Israel to combat terrorism—Layered Voice Analysis. You’ll really enjoy this article, which focuses on how LVA can help your center identify if your customers are…well, lying or telling the truth. And for an interesting read, check out our new segment, Bottom Line, which showcases how eHarmony manages its multiple points of contact, harmoniously.