With agents rapidly shifting to contact centers that either remunerate better or offer better incentives, recruiting, managing and retaining staff has become one of the biggest issues that contact centers across Asia Pacific need to deal with.

With agents rapidly shifting to contact centers that either remunerate better or offer better incentives, recruiting, managing, and retaining staff has become one of the biggest issues that contact centers across Asia Pacific need to deal with.

We think it's very important, we think it's vital and it's just another step in retaining and recruiting members for the volunteer fire department and the ambulance service also because it includes them.

A well-designed 401(k) plan is an enormous competitive edge when recruiting and retaining employees.

It's all about incentives. It's a legislative thing because the legislators determine how much incentives a state can offer.

[Other agents are more optimistic, noting that both sides have strong incentives to get a deal done. They say neither party wants to risk a work stoppage right now, especially in these times with an uncertain economy and a war in Iraq. They point to the looming NHL labor bloodbath as a clear warning sign.] I think we have to watch hockey closely, ... We don't want to fall into that. The PR is so bad. If hockey gets real ugly from the PR aspect, I think basketball will get lumped in with it. Both sides have to be real careful.