The common thread woven into the fabric of this issue is your center’s reputation. The way you deliver your service is in large part based upon the character of your people and reputation of your company. CP examines the importance of these virtues with a strong focus on your staff. Feature Focus looks at the issue of customer service and the power of first call resolution, both voice and email, while Special Report examines the importance of the recruiting and hiring function…and that’s just a sampling of all this issue offers!

Rhonda C. Proctor, Editor