Now that we're at the end of 2005, here's a summary of what we learned from aligning our coverage of disciplines, such as pre-hire assessment and training, in terms of their impact on the people whom your company depends on to stay connected with customers:

Agent development. When you coordinate how you hire, evaluate, train and retain agents, you achieve a more productive call center than if these efforts occur in isolation. You ensure you hire someone who's likely to last through training, rather than someone who will take a month of training and then decide it's not the right job. You can target training better, thanks to computer-based e-learning tools and evaluation systems that tell you what specific skills at your center need bolstering. And when you employ workforce management and performance management, you keep the most qualified agents on the job, and elevate the performance of everyone else as well.

Pre-hire assessment. When you assess candidates for agents at your call center, remember that no matter what type of approach you choose, the most important thing you can do is verify that your criteria for assessment actually predict performance on the job.

Staffing services. When a call center chooses to collaborate with a staffing agency, the partnership extends beyond signing a contract. Agents from a staffing agency are on the same team as the agents you employ directly. So it's important to offer the same training, coaching, incentives and opportunities for recognition to all agents, whether they're short- or long-term members of your team.

Computer-based training. In call centers, computer-based training has generally done one of two things: it's either shown presentations that illustrate how agents ought to behave, or demonstrated how agents ought to perform certain tasks. This year, we're encountering more tools that offer agents guidance while they communicate with customers, such as assisting agents with cross-selling and up-selling.

Workforce management. Workforce management software streamlines scheduling administration, reduces paperwork and provides a clear means of communicating when agents need to be available. But the biggest benefit comes not from more efficient schedules, but rather from the better service that your call center achieves as a result.

Incentives and motivation. Think agents come to work because of pizza parties and attendance contests? Think again. We reveal why motivation and incentives are essential for maintaining morale and retaining agents at your call center.

Training and certification services. We bring together leading call center training practitioners to get their thoughts about key issues you should be thinking about when designing a training program.

Performance management software. We look at the latest standalone software to help you track and maximize your call center's performance.

Call monitoring and recording systems. We reveal why and how today’s call monitoring systems help you establish a more positive influence on your customers.

Trends in quality monitoring. Why do some call centers struggle to implement quality monitoring while others achieve impressive results? We look at some of the more successful approaches to monitoring today.

Best practices in agent management. Here are some observations and tips on how to ensure that agents are available when your customers need them.

Call center leadership. Ready to make the leap from being someone who just manages to someone who leads? We reveal what it takes to earn a leadership role in your call center – and in your company.

Read the series so far:

Agent Development 101: The Art And Science Of Tuning Agent Performance

Pre-Hire Assessment: How to Predict the Future

Staffing Services: Get the Most Out Of Working Relationships

Computer-Based Training: Targeted Training at the Desktop

Workforce Management: Best Practices

Incentives: Motivation That Works

Training and Certification Services: A Game Plan

Performance Management Software: Real Business Results

Call Monitoring and Recording: Why the Call Is Your Most Valuable Asset

Innovative Trends in Quality Monitoring

Best Practices in Agent Management: How to Assure Adherence

Your Call Center's Next Leaders