Change. Some resist it, while others embrace it. If you’re reading this, you’re likely doing so because you’re interested in making some kind of change. You’ll find many nuggets of wisdom in this issue that may serve as catalysts of change for you. Do you need a solution to contact center staff attrition? The Human Capital column will point you in the right direction. Are you curious how VoIP could affect your contact center? It’s covered in Trend Watch. Special Report offers three different perspectives on how hosted solutions could benefit your call center. We have two Expert Advice articles that will surely help you out, and Feature Focus offers three unique ways to consider the ever-hot topic of business process outsourcing.

Linda Driscoll-Dobel