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Content posted in January 2007
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Uncertain times
News & Analysis  
1/1/2007   Post a comment
The latest economic data is all over the map. U.S. retail sales, for instance, surged at a greater-than-expected clip in November, rising 1 percent on a month-over-month basis. Most economists had predicted a 0.2 percent increase.

Electronics helped push November retail sales higher, with a 4.6 percent jump from October. Ordinarily, that would indicate a market positioned for strong growth in the coming months. But that won't be the case, according to David Rosenberg, an economist with Merr
A modest proposal
News & Analysis  
1/1/2007   Post a comment
Patents, the hallmark of innovation in the United States, are in danger of obstructing the very thing they reward as the system that administers them spirals out of control.

That's the view of one academic who believes the U.S. patent system is in need of a major overhaul to preserve and foster the spirit of innovation for which America is known.

The last stronghold
News & Analysis  
1/1/2007   Post a comment
How North America lost its dominance in electronics manufacturing is no great mystery. It just couldn't compete against the lower-cost countries in Eastern Europe and the Asia-Pacific region. The more pertinent question now is what future role the United States and its neighbors to the north and south will play in the electronics design and supply chains.
Contact Center 2007: Exciting, Electrifying, Innovative, Thrilling, Exhilarating ... Not.
News & Analysis  
1/1/2007   Post a comment
Will this new year bring revolutionary changes in the industry? The outlook is trending against that scenario.
The Top Censored Call Center News Stories of 2006
News & Analysis  
1/1/2007   Post a comment
You can't keep a good reporter down. Try as we might to hide the truth from our readers, our chief investigative correspondent ferrets it out.
Motivating Agents: Respect and Rewards Make a Big Difference
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1/1/2007   Post a comment
18 tips for getting the best performance through higher morale.
Dialing: It's Not Just For Sales Anymore
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1/1/2007   Post a comment
Outbound is going through some big changes: telemarketing is leaner and smarter, outbound messaging is being used in innovative ways and more companies are realizing the potential of relationship dialing.
Are Exit Interviews a Way Out of Turnover Hell?
News & Analysis  
1/1/2007   Post a comment
Exit interviews are a way to identify consistent trends, patterns and themes and to reduce future turnover on a large scale.
What is the Shape of Things to Come?
News & Analysis  
1/1/2007   Post a comment
It's easy to go out on a limb and predict the future. It's harder to be right.
How Performance Management Bolsters Benchmarking
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1/1/2007   Post a comment
We reveal how call centers can link internal evaluations of agents' performance with customers' expectations.
New Year's Resolutions for Evolving Technologies
News & Analysis  
1/1/2007   Post a comment
To develop more advanced applications in one type of technology, it's helpful to borrow concepts from other types of technologies.
Why the Masses Are Wrong About IVR
News & Analysis  
1/1/2007   Post a comment
Encouraging people to bail on an IVR system teaches them to do something that's not in their long term interest because it raises the overall cost of providing good service.
AMD sticks with SOI at 65-nm node
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1/1/2007   Post a comment
Advanced Micro Devices Inc. debuted its 65-nanometer process technology on Dec. 5 in the Athlon 64 X2, a dual-core desktop processor with nine levels of copper metallization, an aluminum under-bump metal, low-k intermetal dielectrics, a silicon-on-insulator substrate and novel mobility enhancements.

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