We're undergoing changes at CallCenterMagazine.com. Last month, we bid a fond farewell to Editorial Director Keith Dawson, who has departed to pursue other interests in the call center field. Keith's integrity, experience and dedication over the past 17 years have been invaluable in shaping the direction of the publication and Web site, as well as the views of many industry leaders.
I consider the opportunity to take the helm of this reputable and innovative journal to be both a privilege and an honor. I feel that one of the strengths of Call Center Magazine is its talented and knowledgeable editorial staff; another is its flexibility to break out of the rigid, conventional mold for trade publications and content delivery.
We look forward to bringing you the same top-quality content that the magazine and its Web site has built its reputation upon, while striving to continuously improve and meet your information needs. Over the past eight months, we conducted surveys to gather your feedback on your editorial needs and preferences for receiving content, as well as your top management challenges. Our major reason for conducting the surveys was to better understand how we could improve the content that we provide to you, as well as the medium through which you receive it.
The results were fascinating and enlightening. While many call center leaders continue to struggle with age-old issues like agent motivation and turnover, process improvement and technology management, many others find themselves concerned with the strategic challenges associated with going global. Many of you work in organizations that have recently expanded overseas or are poised for growth in the global market.
Well, we're listening. We intend to act on your feedback to help shape Call Center Magazine and the Website for the future. There will be exciting changes over the next few months as we transform into a global publication. We plan to bring you the latest call center news, trends and best practices from around the world, while we continue to expand the scope of the magazine and its response to the challenges of our times.
We also intend to reshape our current online format over the upcoming months. The decision to do so has been based on current media trends, as well as our own research into alternative ways of delivering information of relevance and value to you. Our new online structure will give us the flexibility to bring you high-quality content through more interactive formats. In addition to the features, columns, news and statistics that you've always received in the print magazine and on the current Website, you'll find useful forums, discussion boards, blogs, podcasts, Webcasts, video content and more.
I wholeheartedly believe that a Website's success is largely based upon the contribution and loyalty of its users. If you have any suggestions or comments about the changes to our Website, its contents or direction, I urge you to get in touch with me at susanh@icmi.com. I look forward to a constant dialogue with you.
Susan Hash is ICMI's Publications Director.
