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Content posted in June 2006
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A Division of Labor That Unites Customers
News & Analysis  
6/1/2006   Post a comment
The conventional wisdom is that customers receive worse service the further they are from the call center agents who assist them. But the very opposite of this trend may be taking shape. Here's why.
Something New About Call Center Magazine?
News & Analysis  
6/1/2006   Post a comment
The integration of Call Center and ICMI is in full flower, and it's not just our new look.
Addressing Common Call Center Stupidity
News & Analysis  
6/1/2006   Post a comment
The five most glaring managerial pitfalls, along with a few suggestions on how to avoid those pitfalls like the plague or an agent seeking a raise.
What Is A Call Center?
News & Analysis  
6/1/2006   Post a comment
It’s often easier to explain what a call center does than to try to define it. Sometimes it's good to return to first principles to remind ourselves that we're all part of the same team.
The Big Picture
News & Analysis  
6/1/2006   Post a comment
Our survey of new tools that enable call centers to take advantage of the latest types of displays to share information with agents.
Ten Tips For VoIP Deployment Success
News & Analysis  
6/1/2006   Post a comment
Whether you are trying to improve service, cut costs, or drive revenue, you will find value in VoIP. You must first understand your goals to define how best to leverage the technology's power.
CRM Is Dead . . . Long Live CRM!
News & Analysis  
6/1/2006   Post a comment
The modern CRM solution needs to save agent time while maintaining a positive customer experience. If your CRM tool doesn't do this, keep shopping.
Executive Q&A: Kevin Smith of FrontRange Solutions
News & Analysis  
6/1/2006   Post a comment
We spoke with the vice president of FrontRange about how call centers are changing in the wake of improved self-service technologies.
IPDR.org announces 2006 Board
News & Analysis  
6/1/2006   Post a comment
The Internet Protocol Detail Record Organization (IPDR.org) announced today its recently elected slate of 2006 Board of Directors
World's first DSL gateway with integrated WLAN and voice unveiled
Product News  
6/1/2006   Post a comment
Conexant Systems aunched the world's first family of network processor devices with integrated Wi-Fi, ADSL2plus, and VoIP functionality.
VMETRO's PCI Express analysis for the AMC form factor available
Product News  
6/1/2006   Post a comment
VMETRO introduced the Vanguard Express PCI Express Protocol and Link Analyzer for the AdvancedMC (AMC) form factor.
Freescale QUICC Engine technology targets the networked digital home
Product News  
6/1/2006   Post a comment
Freescale Semiconductor introduced the first PowerQUICC processor family with QUICC Engine technology designed for the consumer and small-office/home-office networking equipment market.
Enterprise-class Wi-Fi for the masses
Product News  
6/1/2006   Post a comment
Bandspeed announced AirMaestro, a comprehensive, scalable Wi-Fi access point (AP) platform.
Tellabs recognized
News & Analysis  
6/1/2006   Post a comment
The Telecommunications Industry Association (TIA) awarded Tellabs with a 2006 GLOBALCOMM Award of Excellence.
Kayote partners with TeleMessage on VoIP Network management
News & Analysis  
6/1/2006   Post a comment
Kayote Networks announced a partnership with TeleMessage.
Phihong supports IEEE802.3at output voltage to 50-57V
News & Analysis  
6/1/2006   Post a comment
Phihong USA supported the motion to set the output voltage for power sourcing equipment (PSE) to 50-57V, up from 44-57V specified in the IEEE802.3af standard.
Motorola demos ATCA open communications server with 10G Ethernet switching
News & Analysis  
6/1/2006   Post a comment
Motorola will demonstrate the next generation of switching technology for standards-based open communications servers at GlobalCOMM.
10G LAN PHY to 10G WAN PHY protocol converter stands alone
Product News  
6/1/2006   Post a comment
Ekinops, a provider of optical transport and aggregation solutions, introduced its 10G transponder and protocol converter.
Fujitsu and Cisco intro high-performance routers for IP next-gen networks
Product News  
6/1/2006   Post a comment
Fujitsu Limited and Cisco Systems announced a co-branded "Fujitsu and Cisco XR12400" series (four models) of high-performance routers designed for the Japanese market.
1394b chipset doubles data speed between PCs and peripherals
Product News  
6/1/2006   Post a comment
The speed at which information can be moved between PCs and 1394b peripherals, such as high-performance external hard disk drives, can be doubled using the latest chipset from Agere Systems.
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