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Content posted in July 2006
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Leading the green troop
News & Analysis  
7/1/2006   Post a comment
Not many companies in the electronics industry can match the leverage Hewlett-Packard Co. has with suppliers and EMS providers. With a cost of goods sold running close to $70 billion and a procurement budget the size of many countries' gross domestic product, HP can lead suppliers where others wouldn't dare.
Samsung rolls out 400-Gbyte hard-disk drives
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7/1/2006   Post a comment
Samsung Electronics Ltd. has launched its largest-format hard drives to date: the 400-Gbyte SpinPoint T133 series, for the small business, enterprise and home-user market. The drives are ideal for storing and playing back huge amounts of digital media.
IMI blazes a global trail
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7/1/2006   Post a comment
The Philippines has long enjoyed a bustling high-tech industry built chiefly on semiconductor packaging services. But when it comes to pc-board assembly and electronics manufacturing services, the country has never been considered a go-to locale.
Reality check
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7/1/2006   Post a comment
There are 91 billion reasons the global business community sits up when Samuel Palmisano clears his throat. In 2005, IBM Corp., the high-tech giant headed by Palmisano, recorded revenue of $91.1 billion and gross profit of $36.5 billion. With a presence in more than 160 countries worldwide, IBM is indeed the quintessential multinational corporation. Only don't call it a multinational, but rather, a "globally integrated enterprise," Palmisano said in a June 11 article ("How multinationals have be
Sunny Skies for Call Centers
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7/1/2006   Post a comment
Like the weather in Orlando at Call Center Demo, the forecast for call centers is bright, thanks to a shining combination of new and proven tools that enable companies to continually improve their communication with customers.
VOICE MEETS DATA: When the Call Center and IT Collide
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7/1/2006   Post a comment
Tom Milligan of UCN helps us understand what's going on behind the trend toward greater collaboration between the center and other corporate entities.
9 Fast Fixes For Your Center
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A sampling from the "60 Ideas in 60 Minutes" panel discussion at Call Center Demo in Orlando.
Training Q&A With ICMI's Debbie Harne
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7/1/2006   Post a comment
We spent some time talking training trends with the director of ICMI's seminar division.
Call Center Manager SpotlightMarian Leon, National Association of Realtors
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In an industry where employee attrition is appallingly high, the NAR's Information Central hasn't had any staff turnover in the last year and a half.
The Game-Based Work Application Theory
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Our columnist describes how to play computer games at work without getting in trouble for loafing.
The End Of Agent Training As We Know It
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Classroom training is not dead. But new tools and an increased focus on eclecticism and performance development are helping rewrite the basics of agent education.
The Value of Support
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7/1/2006   Post a comment
Recent research from HDI suggests that the biggest challenge support organizations face may not be low demand among customers, but rather a lack of career planning for those who assist customers.
Mastering the Multi-channel Environment
News & Analysis  
7/1/2006   Post a comment
One reason for offering more live support: deceased support is notoriously hard to manage.
Dialing Isn't Dead
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Some smart companies are using outbound calling to enhance customer relationships and provide a better experience. Yes, a better experience.
Brazil picks Japan TV standard -- and gains fab?
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In return for a possible semiconductor production plant, Brazil has selected a high-definition TV standard from Japan over competing technologies from Europe and the United States.
Metrology provider plans $57 million IPO
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7/1/2006   Post a comment
Applied Precision, a provider of equipment for the semiconductor and life-sciences industries, hopes to raise $57.5 million through an initial public offering, according to a document filed with the U.S. Securities and Exchange Commission.
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