In this issue, we provide a lot of food for thought on behind-the scenes issues. First, and most often overlooked, is a “peek” into back-office operations. In Trend Watch, you’ll learn how to take the blinders off and avoid tunnel vision when it comes to what’s happening in the back office and how that affects what happens on the front line. Question, question, question! Feature Focus provides a 360-degree view of today’s workforce management and workforce optimization – two of the most important aspects of day-to-day contact center life. And while you’ve got your mind wrapped around human resources, don’t overlook Expert Advice (employment processing outsourcing). Controlling costs – always top of mind — is the theme of Profile and Bottom Line. And if you want to stay on the playing field on equal footing with the rest of the players, you’ll need to keep up on the latest in technology, which is where the articles in Special Report, Human Capital and Technology will come to your rescue. Enjoy your knowledge acquisition.

Linda Driscoll-Dobel