This month's theme: Building a 21^st century contact centre

• From the Editor’s Desk: Keeping in touch with contact centres
• Right-sizing your call centre for today’s market
• Regulation & Policy: Ottawa asked to wade into telecommunications
• Contact centres embrace innovation
• Canadian ICT firms among select few prospering in tough times
• Canadian call centres share strategies for weathering recession
• Canada competes with the best
• Mundane disasters post the greater risk to your IT systems
• MeetingZone launches Canadian operations