In this issue, Feature Focus looks at managing business data and analytics in a way that adds value to the enterprise. We also try to look outside of the box in Special Report by delving into the at-home agent phenomenon. In Sites & Facilities and Profile we turn attention to business continuity planning and how one organization handled the tragic recent hurricanes with a stellar contact center organization. In Trend Watch we examine the ever-elusive sales culture, and in Human Capital we turn planning around and look at it from a backward-thinking perspective.

Rhonda C. Proctor, Editor