A Practical Guide to Call Center Technology

Andrew J. Waite

	A Practical Guide to Call Center Technology
	Published: January, 2002
	Our price: List price: As of: July 05th, 2008 11:56:06 AM
	Author: Andrew J. Waite

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A Practical Guide to Call Center Technology

Twin fires raging along California central coast (AP)

<a href="http://us.rd.yahoo.com/dailynews/rss/us/*http://news.yahoo.com/s/ap/20080705/ap_on_re_us/wildfires"><img src="http://d.yimg.com/us.yimg.com/p/ap/20080705/capt.9b9344db270a4e2396ff8a42488a260d.wildfires_cata117.jpg?x=130&y=84&q=85&sig=n5h8MFxp6_rtSUmwuna8kQ--" align="left" height="84" width="130" alt="A firefighter uses a drip torch to start a backfire on a wildfire burn in Big Sur, Calif., Friday, July 4, 2008. The raging blaze near Big Sur was one of more than 1,700 wildfires, mostly ignited by lightning, that have scorched more then 770 square miles and destroyed 64 structures across northern and central California since June 20, according to the California Department of Forestry and Fire Protection. (AP Photo/ Tony Avelar)" border="0" /></a>AP - Weary firefighters got no Independence Day reprieve from a pair of out-of-control wildfires that roared along California's central coast, chewing through opposite ends of an arid forest in the Los Padres National Forest.

NJ party town relaxes rules on kegs, rude gestures (AP)

<a href="http://us.rd.yahoo.com/dailynews/rss/us/*http://news.yahoo.com/s/ap/20080705/ap_on_re_us/rowdy_beach_town"><img src="http://d.yimg.com/us.yimg.com/p/ap/20080705/capt.61a93880a1a147f3b701a6cfaa4a1ca9.rowdy_beach_town_ny107.jpg?x=130&y=82&q=85&sig=Tvvwx.jtvjlWhaNVhkmftQ--" align="left" height="82" width="130" alt="In this Friday, June 21, 2002 file photo, visitors and residents spend the day on the beach in Belmar, N.J. Revelers in this Jersey shore party town can now legally drink from unregistered beer kegs and give people the finger. Belmar has scrapped laws relating to kegs and flipping the bird, on the grounds that they were difficult to enforce. (AP Photo/Brian Branch-Price)" border="0" /></a>AP - After battling rowdy renters and out-of-control keggers for decades, this Jersey shore party town has finally decided to lighten up a little.

U.S. marks Independence Day with fireworks, revelry (AP)

<a href="http://us.rd.yahoo.com/dailynews/rss/us/*http://news.yahoo.com/s/ap/20080705/ap_on_re_us/july_fourth"><img src="http://d.yimg.com/us.yimg.com/p/ap/20080705/capt.72ddae6611084520b2c07f9a43c629d2.july_fourth_nyma106.jpg?x=130&y=86&q=85&sig=44SuaHkZ9akcNKsB0vUyiA--" align="left" height="86" width="130" alt="Fireworks explode over the Manhattan skyline during the 32nd annual Macy's Fourth of July fireworks display, Friday, July 4, 2008 in New York. Some 30,000 shells were set off — more than 1,000 per minute. (AP Photo/Mary Altaffer)" border="0" /></a>AP - The nation's largest fireworks display exploded in a spectrum of color over the East River, temporarily stealing the spotlight from New York's world-famous skyline and helping to create a brilliant end to a day of July Fourth celebrations nationwide.

FBI probe latest setback for beleaguered Detroit (AP)

<a href="http://us.rd.yahoo.com/dailynews/rss/us/*http://news.yahoo.com/s/ap/20080705/ap_on_re_us/detroit_struggles"><img src="http://d.yimg.com/us.yimg.com/p/ap/20080705/capt.6c7da8af30f44417bfc6cae4f9968833.detroit_struggles_mico101.jpg?x=130&y=91&q=85&sig=nbrvrLHq7C5wguGb79oMYg--" align="left" height="91" width="130" alt="Detroit City Council Council President Ken Cockrel Jr. leads the council during a meeting in Detroit, Monday, June 30, 2008. A mayoral text-messaging sex scandal, federal investigation into a City Council-approved $47 million sludge recycling deal, and poorly run and deficit-plagued public school system have dashed inroads toward respect and reopened Detroit to outside ridicule. (AP Photo/Carlos Osorio)" border="0" /></a>AP - Auto industry cutbacks, double-digit unemployment and one of the nation's highest home foreclosure rates have left Detroit with a dreary economic future.

Former Republican Sen. Jesse Helms dies at 86 (AP)

<a href="http://us.rd.yahoo.com/dailynews/rss/us/*http://news.yahoo.com/s/ap/20080705/ap_on_re_us/obit_helms"><img src="http://d.yimg.com/us.yimg.com/p/nm/20080704/2008_07_04t153412_450x289_us_usa_helms.jpg?x=130&y=83&q=85&sig=i5vXXGZ5qgmFsa1rk5M33A--" align="left" height="83" width="130" alt="File image of former Republican Senator Jesse Helms speaking at the Christian Coalition Annual Meeting. (file/Reuters)" border="0" /></a>AP - Former Sen. Jesse Helms, an unyielding champion of the conservative movement who spent three combative and sometimes caustic decades in Congress, where he relished his battles against liberals, Communists and occasionally a fellow Republican, died on the Fourth of July. He was 86.

Huge trove of 78 rpm records donated to Syracuse U (AP)

AP - A vast collection of 78 rpm records — valued at $1 million, weighing 50 tons and representing more than a half-century of American music history — is being donated to Syracuse University by the estate of a prominent New York City record shop owner.

Hundreds remember 9/11 flight crews with sculpture (AP)

AP - On a pedestal in a Texas intersection hundreds of miles from where terrorists crashed planes seven years ago, two flight attendants and two pilots, rendered in bronze, now care for a traveling child.

Spitzer call girl drops 'Girls Gone Wild' lawsuit (AP)

<a href="http://us.rd.yahoo.com/dailynews/rss/us/*http://news.yahoo.com/s/ap/20080705/ap_on_re_us/girls_gone_wild_spitzer_call_girl"><img src="http://d.yimg.com/us.yimg.com/p/ap/20080705/capt.nyol55507050228.girls_gone_wild_spitzer_call_girl_nyol555.jpg?x=130&y=99&q=85&sig=3EOWpIfNW.Y7ywGkYLCJJw--" align="left" height="99" width="130" alt="This undated image obtained from a MySpace Web page shows Ashley Dupre, the former call girl for ex-Gov. Eliot Spitzer of New York. Dupre dropped a $10 million lawsuit claiming 'Girls Gone Wild' founder Joe Francis exploited her image and name on the Internet. (AP Photo, file)" border="0" /></a>AP - The call girl involved in a scandal that brought down New York's former governor has dropped a lawsuit claiming "Girls Gone Wild" founder Joe Francis exploited her image and name on the Internet.

Statue of Liberty's crown may reopen to public (AP)

<a href="http://us.rd.yahoo.com/dailynews/rss/us/*http://news.yahoo.com/s/ap/20080705/ap_on_re_us/statue_of_liberty"><img src="http://d.yimg.com/us.yimg.com/p/ap/20080704/capt.c721ac976c414a7a9e71172d8d31af22.statue_of_liberty_ny120.jpg?x=130&y=97&q=85&sig=vgnmWUW1KmxdZpadR12DCg--" align="left" height="97" width="130" alt="This undated file photo shows a close up of the Statue of Liberty. The National Park Service is considering reopening Lady Liberty's crown for the first time since the Sept. 11 terrorist attacks, according to documents a congressman released on July Fourth. (AP Photo/File)" border="0" /></a>AP - The National Park Service is considering reopening Lady Liberty's crown for the first time since the Sept. 11 terrorist attacks, according to documents a congressman released on July Fourth.

Champ retains NYC hot-dog eating title in overtime (AP)

<a href="http://us.rd.yahoo.com/dailynews/rss/us/*http://news.yahoo.com/s/ap/20080705/ap_on_re_us/hot_dog_contest"><img src="http://d.yimg.com/us.yimg.com/p/ap/20080705/capt.f1c74df1d8c74aa1828ebbbd2246ed89.aptopix_hot_dog_contest_nyeo108.jpg?x=130&y=116&q=85&sig=8MFPjZsQCXqBMByTJp42ng--" align="left" height="116" width="130" alt="Joey Chestnut is declared the winner of the annual hot dog eating contest, Friday July 4, 2008, in the Brooklyn borough of New York. Joey Chestnut reclaimed the top spot at the annual hot dog eating contest in Coney Island on Friday after first tying with archrival Takeru Kobayashi with 59 hot dogs in a 10-minute chow-down and then beating him in a five-dog eat-off. (AP Photo/Ed Ou)" border="0" /></a>AP - Joey Chestnut achieved frankfurter immortality Friday, outdueling his celebrated Japanese rival in an epic hot-dog eating contest that pushed both of the gluttonous gladiators to the brink.

Jesse Helms: Polarizer, not a compromiser (AP)

<a href="http://us.rd.yahoo.com/dailynews/rss/us/*http://news.yahoo.com/s/ap/20080705/ap_on_go_co/helms_remembered"><img src="http://d.yimg.com/us.yimg.com/p/ap/20080704/capt.ddf0a897c08545c9aa4a7a54fad8063d.obit_helms_wx103.jpg?x=100&y=130&q=85&sig=eVykg6vudEAlyPA6XRT0Yg--" align="left" height="130" width="100" alt="In this Aug. 22, 2001 photo, Sen. Jesse Helms, R-N.C., gives the thumbs-up sign as he leaves WRAL-TV in Raleigh, N.C., Wednesday, after taping a announcement that he will retire when his current term ends in 2003. Helms has died at age 86, the Jesse Helms research center says. (AP Photo/Grant Halverson, file)" border="0" /></a>AP - "Compromise, hell!" Jesse Helms screamed in a 1959 editorial that captured what would become the legacy of his Senate career and his place in the conservative movement.

Smooth sailing for yacht builders despite economy (AP)

<a href="http://us.rd.yahoo.com/dailynews/rss/us/*http://news.yahoo.com/s/ap/20080705/ap_on_bi_ge/super_yachts"><img src="http://d.yimg.com/us.yimg.com/p/ap/20080703/capt.972ac64d58af4e87a5839a2e54c41ffd.super_yachts_aldm203.jpg?x=107&y=130&q=85&sig=votfRlgvP4bbTB4.9TsdGA--" align="left" height="130" width="107" alt="Workers continue preparations on a super yacht at Trinity Boats in New Orleans, Tuesday, April 29, 2008. These days at New Orleans-based Trinity Yachts, the largest domestic builder, the biggest problems are having enough workers and enough time to handle the 24 custom contracts the company has for the luxury vessels. 'Nobody is buying these yachts because they need them,' said William S. Smith III, Trinity's vice president. 'They're buying them because they want them.' (AP Photo/Dave Martin)" border="0" /></a>AP - Fuel prices are soaring and credit markets tightening, but the super-rich are still lining up to pay tens of millions of dollars for mega yachts.

Auction house seeks to sell Rosa Parks collection (AP)

<a href="http://us.rd.yahoo.com/dailynews/rss/us/*http://news.yahoo.com/s/ap/20080704/ap_on_re_us/rosa_parks_sale"><img src="http://d.yimg.com/us.yimg.com/p/ap/20080703/capt.df267ab8e63244a4a064c039a9da8db0.rosa_parks_sale_mico104.jpg?x=95&y=130&q=85&sig=EguJGUJnqYCOJ86pIZWPvA--" align="left" height="130" width="95" alt="In an undated photo provided by Guernsey's, a New York City auction house, Rosa Parks' keepsake folio and a postcard from Martin Luther King Jr., are shown. Guernsey's has been asked by a Wayne County, Mich., probate court judge in Detroit to find a buyer, preferably a museum, university or other institution for thousands of Parks' personal items. Among them are her presidential and congressional medals, a postcard from Martin Luther King Jr., and the hat Parks is believed to have been wearing the day in December 1955 she refused to give up her seat to a white man on an Alabama bus, cementing her spot in civil rights history. (AP Photo/Guernsey's, ho)" border="0" /></a>AP - Arlan Ettinger will never forget the response he got when he took one of civil rights pioneer Rosa Parks' hats to a meeting at the Apollo Theater in New York.

NY researcher: `Yankee Doodle' turns 250 — maybe (AP)

<a href="http://us.rd.yahoo.com/dailynews/rss/us/*http://news.yahoo.com/s/ap/20080704/ap_on_re_us/yankee_doodle250th"><img src="http://d.yimg.com/us.yimg.com/p/ap/20080704/capt.f97a176112d645f5ad5328395eb6ee07.yankee_doodle_250th_nymg103.jpg?x=130&y=86&q=85&sig=8bixLqY79hFNNZl5hh0XaA--" align="left" height="86" width="130" alt="Paul Huey, an archaeologist for New York state, poses in front of a painting depicting Dr. Richard Shuckburg composing the lyrics to 'Yankee Doodle' in Rensselaer, N.Y., Monday, June 30, 2008. Huey believes he has narrowed down a date in June 1758 that Shuckburg, a British army physician, wrote the lyrics. As the story goes, Shuckburgh penned the lyrics at Fort Crailo, in Rensselaer, after being amused by the sloppy drill and appearance of New England militiamen. (AP Photo/Mike Groll)" border="0" /></a>AP - Wish "Yankee Doodle" a happy 250th birthday. Maybe.

Farmers say salmonella scare has hurt tomato sales (AP)

<a href="http://us.rd.yahoo.com/dailynews/rss/us/*http://news.yahoo.com/s/ap/20080704/ap_on_re_us/farm_scene_tomatoes_salmonella"><img src="http://d.yimg.com/us.yimg.com/p/ap/20080704/capt.1f94118c2921494abaa1235a6e713e4c.farm_scene_tomatoes_salmonella_ny107.jpg?x=130&y=94&q=85&sig=xsCtphbsxkirokXH9o3xoA--" align="left" height="94" width="130" alt="In this Friday, June 13, 2008 file photo, tomatoes ripen on the vine in Hanover County, Va. Since a salmonella scare has caused many customers to shun what's normally a summer favorite, tomato farmers across the nation have had to plow under their fields and leave their crop to rot in packinghouses. (AP Photo/Steve Helber)" border="0" /></a>AP - Expect fewer slices of red, ripe tomatoes next to the grill this holiday weekend.

4 people dead in Milwaukee shooting; no arrests (AP)

<a href="http://us.rd.yahoo.com/dailynews/rss/us/*http://news.yahoo.com/s/ap/20080705/ap_on_re_us/milwaukee_shooting"><img src="http://d.yimg.com/us.yimg.com/p/ap/20080704/capt.33e173aa0324472c8808086f5023fc31.milwaukee_shooting_wica103.jpg?x=130&y=86&q=85&sig=xktO0Den0AyzxqFvi0_nGA--" align="left" height="86" width="130" alt="Kesha Peeler, third from left, kneels on the ground Friday, July 4, 2008, where her sister and three other friends were shot and killed earlier in the morning. Two others, including Sylvia Ware, standing in the white shirt, were injured. (AP Photo/Carrie Antlfinger)" border="0" /></a>AP - At least one person fired a gun into a crowd in a street early Friday, killing four people and sending panicked revelers running for cover, police said.

Jesse Helms quotes on life and politics (AP)

<a href="http://us.rd.yahoo.com/dailynews/rss/us/*http://news.yahoo.com/s/ap/20080704/ap_on_re_us/obit_helms_quotes"><img src="http://d.yimg.com/us.yimg.com/p/ap/20080704/capt.0d6f4f0d15e04ec39de7065d64ed2ee7.helms_wx107.jpg?x=130&y=83&q=85&sig=QjiHQ0hoatRG_Rj_af98og--" align="left" height="83" width="130" alt="In this Nov. 5, 1996 photo, Sen. Jesse Helms, R-N.C., left, is congratulated by Sen. Lauch Faircloth, R-N.C., after Helms won his fifth term to the U.S. Senate by defeating Democrat Harvey Gantt in Raleigh, N.C. Helms has died at age 86, the Jesse Helms research center says. (AP Photo/Alan Marler, file)" border="0" /></a>AP - Some quotes of Jesse Helms, who died on the Fourth of July at age 86:

Guerrilla gardeners dig in to beautify Los Angeles (AP)

<a href="http://us.rd.yahoo.com/dailynews/rss/us/*http://news.yahoo.com/s/ap/20080704/ap_on_re_us/guerrilla_gardening"><img src="http://d.yimg.com/us.yimg.com/p/ap/20080704/capt.511af1707099491fb19cb1573ed35f05.guerrilla_gardening_cacc103.jpg?x=130&y=86&q=85&sig=pC3l_pExQNwkE3_4HvNmyA--" align="left" height="86" width="130" alt="Guerrilla Gardener Angela Clubb works on a freeway off-ramp in the Hollywood section of Los Angeles, Thursday, June 26, 2008. Getting approval to beautify public property can be cumbersome, so guerrilla gardeners in cities worldwide take matters into their own dirt-caked hands. (AP Photo/Chris Carlson)" border="0" /></a>AP - More than a dozen people, some wearing orange protective gear, pulled rakes and shovels from a dingy shopping cart and started working on a parched patch of land along a busy off-ramp of the Hollywood Freeway.

Tension builds over Coney Island rebuilding plan (AP)

<a href="http://us.rd.yahoo.com/dailynews/rss/us/*http://news.yahoo.com/s/ap/20080704/ap_on_re_us/coney_island"><img src="http://d.yimg.com/us.yimg.com/p/ap/20080704/capt.9a1d6ab18ac547c7b0767ccc872e2159.coney_island__nyr102.jpg?x=130&y=86&q=85&sig=72OeA4dbMNO20Hw2ehMpUw--" align="left" height="86" width="130" alt="People attend Astroland park in the Coney Island section of Brooklyn Thursday, June 19, 2008 in New York. A developer who owns 11 acres of Coney Island wants to break ground next year on a $1.5 billion complex that includes high-rise hotels, retail stores, movie theaters, an indoor water park and New York's first new roller coaster since the now-landmarked Cyclone was built of wood 75 years ago. (AP Photo/Frank Franklin II)" border="0" /></a>AP - The Fourth of July weekend has always been one of the most exciting times of the year for Coney Island: Crowds line the boardwalk to watch the hot-dog eating contest, visitors take terrifying roller coaster rides, and beachgoers frolic in the sand and surf.

Freed US hostages, families reuniting in Texas (AP)

<a href="http://us.rd.yahoo.com/dailynews/rss/us/*http://news.yahoo.com/s/ap/20080704/ap_on_re_us/colombia_us_hostages"><img src="http://d.yimg.com/us.yimg.com/p/ap/20080703/capt.a2976accc95241dfa7e4216a5cc0b390.colombia_hostages_txsae101.jpg?x=130&y=83&q=85&sig=GMRspN6lGwIDTyGvVHYrwA--" align="left" height="83" width="130" alt="Freed hostage and military contractors, Marc Gonzalves, center with cap, and Thomas Howes in flight suit to the right arrive at Lackland Air Force Base in San Antonio, Texas on Wednesday, July 2, 2008. The U.S. military contractors — Marc Gonsalves, Thomas Howes and Keith Stansell — were held for five years by the Revolutionary Armed Forces of Colombia. They were part of 15 hostages rescued from the FARC rebels in Columbia. (AP PHOTO/San Antonio Express-News, Jerry Lara) MAGS OUT NO SALES SAN ANTONIO OUT" border="0" /></a>AP - Back on U.S. soil, three American hostages rescued from Colombia rebels are now in the process of reintegrating into a society they've been absent from for more than five years.

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