We pride ourselves on bringing you information on trends affecting the industry, and this issue is no exception. We address everything from budgeting and planning in Feature Focus to computer-to-computer calling in Expert Advice. Site Selection provides tips for training your overseas agents how to write in “Americanese.” We examine sales force automation from three different perspectives in Trend Watch. Profile features an interview describing how Nicaragua’s young democracy is handling its growing contact center business base. And then, we’ll tell you how something as simple, yet as important as your furniture design can improve results, in Bottom Line.

Rhonda C. Proctor, Editor