This issue focuses on the agents and their supervisors. Feature Focus looks at two important components of staff success: best practices that help shape best agents and handling the increasingly important 50+ market. Special Report examines process improvement using simulation or erlang C workforce management formulas. Human Capital helps determine if virtual learning is right for your team. Trend Watch uses a panel of experts to determine if supervisors are “overlooked.” Technology attempts to uncover if performance application monitoring can add value to the enterprise. And Book Review gives insight on how managers can get staff on their side.

Rhonda C. Proctor, Editor