Happy New Year! (10 days late, admittedly, but a happy one to you nonetheless).
In 2008, the ContactCenteRevolution resolves to post more often, with relevant and timely information that can truly help and inform you contact center professionals out there. We also resolve to update the blog and start using some multimedia capabilities to make it more interesting (we're in the process of creating an Utterz account and possibly moving to a different blog platform).
And your resolutions? Let 2008 be the year that your contact center truly evolves. The technology is out there. So is the expertise. Be smart and seriously consider optimizing that operation of yours. Evolve from a call center to a contact center.