[Charles Alvear]

I agree. This will help focus discussions on specific topics. Here are some categories that I think would be helpul:

Phone Systems and Telecom
- [B]CRM Systems [/B](i.e. call tracking systems, customer database systems, etc)

- [B]Metrics, Reporting and Data Analysis[/B]

- [B]Workforce Management[/B] (i.e. scheduling staff, quallity monitoring)

- [B]Personnel Issues[/B] (i.e. staff development, training, coaching)

- [B]Contact Center Logistics[/B] (floor space, cubicle configurations, org charts)

- [B]ID10T Errors[/B] (a forum where we can vent and/or, share annecdotes about some of the [I]stupid-user tricks[/I] we've encountered. I call them 'I D ten T errors'. Not intended to bash customers. After all they fund our paychecks. But it would be neat to hear about some of the funny things they try to do.)

I'm sure there may be a few more items