Editorial

摘要

Our second issue of The Journal for 2009 introduces the first part of our new theme which addresses the future of communications. We are particularly pleased that David Brown, who heads the Insight Research Centre at BT, has acted as the theme editor, liaising with the authors as well as setting the scene and introducing all the five papers in his theme editorial. This issue begins with first two articles from the theme; the remaining articles will be included in the next issue of The Journal.rnOur first article outside of the theme is entitled Contact centre dimensioning -getting it right.Tbe author, Ed Smith of BT, provides a clearly explained introduction to the way that the number of operators for a call centre should be determined, recognising the importance of optimising the use of the operators' skills. In addition to the standard approach to dimensioning, Ed introduces the relevance of IP technology to the picture.