Hopefully everyone in the contact center industry will incorporate lessons learned from Tim Russert concerning how he drew people to him and the qualities he exuded – these should be emulated in the contact center. We can all learn from the fantastic line-up of editorial presented in this issue. Here’s a bit of a “teaser” as to what you can find in this issue: In Feature Focus, we delve into the world of data security – an absolute must in the contact center space. In Special Report, performance optimization takes center stage. Shifting gears a bit, Technology fills us in on the importance of emotion detection, while Human Capital talks about training and eLearning solutions. Expert Advice also brings to light innovative training ideas.

Linda Driscoll-Dobel