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February 20, 2003
By Lorna Garey

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This edition: An army reservist ponders what will happen to his small business if he's called to active duty.

Dear Career Coach:
I'd like to leverage my experience in computer-telephony integration (CTI) and call centers to move into a multichannel contact center or CRM (customer relationship management) position. Any suggestions?

Onward and Upward

Dear Onward:

Join other NWC readers in discussing this article.

The trend is toward IP-based phone systems and extending call-center support through online chat, self-service Web sites and automated e-mail responses, according to Steve Delahunty, an IT consultant who is also on the board of the Network Professional Association.

Siebel, SAP, PeopleSoft, Kana, Oracle, Talisma, ATG, Sales Logix and others vendors offer vendor-specific CRM training and certification, while DCI eUniversity and the Telecommunications Industry Association (www.tiaonline.org; www.ctpcertified.com) offer vendor-neutral programs, Delahunty says. Also consider employment opportunities with Avaya, Cisco/GeoTel, Aspect, Genesys and other vendors that customize CTI systems for CRM customers, he says.

CallCenter, a Network Computing sister publication, is a good information resource.

Dear Career Coach:
I'm an Army reservist and expect to be called up for duty. My company, which has about 30 employees, has always been supportive of my reserve time, but what if I'm gone for a year or so? I know there are federal laws about this, but do they apply to small businesses too?

In the Army Soon

Dear Army:

The law to which you refer is the 1994 Uniform Services Employment and Reemployment Rights Act, or USERRA, and it applies to all employers. You have plenty of company in your situation--as of Jan. 31, 78,000 reservists were on active duty. The Department of Defense's National Committee of Employer Support for the Guard and the Reserve (ESGR) is tasked with answering reservists' and their employers' questions. Some key points to remember:

• Employers must give employees leave for military service for as long as five years.

• Employees must provide employers with written notice of their expected absence in a timely manner.

• Employers are not required to pay employees or continue health benefits while the worker is on active duty, though many employers provide pay differentials and continue health benefits for a period of time, often six months.

The ESGR site offers a wealth of information for military members and employers. Good luck!

Send your questions to careercoach@nwc.com

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