As we close another year, we endeavor to bring you more information and advice from industry experts -- Feature Focus reports on the strategic contact center showing a perspective that maximizes technological expertise to enhance success. Special Report outlines how to improve performance through coaching and customer based quality assurance. Looking to outsource offshore? First, refer to Outsourcing for what you must know. Site Selection shows solid advantages about the Caribbean and Latin America. Speech recognition goes mainstream in Trend Watch. And, turn to Human Resources for tips on taming that beastly turnover tiger.

Rhonda C. Proctor, Editor