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.

Rhonda C. Proctor, Editor