January/February 2004
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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.  Rhonda C. Proctor, Editor |
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Feature | |
| Telemarketing 2004: Survival of the Fittest | |
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SpecReport | |
| The Top Five Problems Keeping Workforce Planners Up at Night | |
Columns | |
Expert Advice | |
| How to Choose the Right Consultant | |
Trend Watch | |
| Outsourcing Our Future—A Perspective in the Year 2018 | |
Departments | |
Human Resources | |
| Staying Competitive with Your Management Compensation Plan | |
ROI Review | |
| Effectively Capturing Interactions to Improve Results | |
Site Selection | |
| The Herd Mentality: Why Do They Still Come? | |
Technology | |
| The Business Case for Skill-Based Routing | |
Vendor Showcase | |
| Out With The Old, In With The New | |
