This issue offers a strong focus on personnel. In Bottom Line we cover hiring processes. Profile provides advice for advancing in contact center management. Expert Advice offers guidance on the issues of how to address customers and employees who fall into different generational categories. In Human Capital we present a fresh approach to tackling turnover. If your “employees” are outsourced, Sites & Facilities addresses this issue. We then explore the impact the back office has on your frontline in Trend Watch. Feature Focus, Special Report, Technology and Vendor Showcase steer you toward technology and budget solutions you really need to know about.

Linda Driscoll-Dobel