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.

Rhonda C. Proctor, Editor