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EDITORIAL SCHEDULE 2008
NEXT ISSUE
November/December 2008 includes The Annual Industry Directory Canada's Official Contact Centre Industry Directory PLUS > Multi-Generational Workforce Strategies > Metrics That Measure Customer Satisfaction SPECIAL REPORT: CRM in Canada Product Showcase: TQM/Business Intelligence (BI) & Analytics/Performance Metrics *Regional Profile:* Ontario Bonus Distribution: BCCCA Annual Conference & Awards In addition, the Annual Industry Directory is distributed at all industry events throughout 2008 and 2009.
PAST ISSUES
January/February 2008 >>> The Human Resources Issue (Download a copy) > Predictive Dialing & Canadian Legislation > Preventing Agent Burnout In A Shrinking Labour Pool *Product Showcase:* Workforce Optimaztion & Scheduling/ACD/Universal Queue/ Predictive Dialers/ Training Tools & Services *Regional Profile:* British Columbia
March/April 2008 >>> The Help Desk Issue (Download a copy) > Keeping Your Centre Secure > The Centre's Role in Creating Customer Advocates *Product Showcase:* Customer Feedback/Call Monitoring/Quality Management/Business Intelligence (BI) & Analytics *Regional Profile:* Quebec *Bonus Distribution:* HDI Trillium Chapter Annual Conference, IT 360 Conference
May/June 2008 >>> The Web-Enabled Issue (Download a copy) > Self Service Strategies For Customers > Recruting & Sustaining A High-Performance Team Product Showcase: IVR/IP Telephony/Click-To-Talk/Live Web/CTI/Speech *Regional Profile:* Alberta Bonus Distribution: Canadian Marketing Association Annual Convention/ACCA Conference / ORCCA Awards
July/August 2008 >>> The Focus on Rewards Issue (Dowload a copy) > Improving & Rewarding Agent Morale & Effectiveness > Integrating Customer Recognition Programs Product Showcase: Wall Displays/Furnishings/Headsets/Inbound Software/Predictive Dialers/Desktop Integration *Regional Profile:* Saskatchewan/Manitoba
September/October 2008 >>> ICCM Canada Show Guide Issue (Download a copy) > Mining Your Centre's Business Value > Pros and Cons of Hosted Services Product Showcase: Hosted Services/IVR/Exhibitor Showcase *Regional Profile:* Atlantic Canada (NS, PEI, NB, NL) *Bonus Distribution:* ICCM/Contact Atlantic Conference / CAM-X
Coming Soon: 2009 Editorial Schedule