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Every customer-facing corporation has at least one call center. In the United States, call centers handle a billion calls per year. Call Center Operation gives you complete coverage of the critical issues involved in the design, implementation, organization, and management of a customer call center. Sharp provides information on advanced technology tools for workforce management, workshop examples for training call center staff, and an analysis of the significance of the call center to overall corporate customer relationship strategies.
A special feature of the book is its focus on call center case studies, describing a number of successful call center strategies and best practices, selected from various business sectors - financial, retail, healthcare, travel, technology, and others. These case studies provide useful guidelines based on successful corporate call centers that will guide you in establishing and maintaining the most effective call center operation for your enterprise.

Presents key concepts and techniques, including a formal development process, in a real-world context
Provides extensive management guidelines
Stresses the importance of staff selection and training

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Over the past several years, embedded systems have emerged as an integral though unseen part of many consumer, industrial, and military devices. The explosive growth of these systems has resulted in embedded computing becoming an increasingly important discipline. The need for designers of high-performance, application-specific computing systems has never been greater, and many universities and colleges in the US and worldwide are now developing advanced courses to help prepare their students for careers in embedded computing.High-Performance Embedded Computing: Architectures, Applications, and Methodologies is the first book designed to address the needs of advanced students and industry professionals. Focusing on the unique complexities of embedded system design, the book provides a detailed look at advanced topics in the field, including multiprocessors, VLIW and superscalar architectures, and power consumption. Fundamental challenges in embedded computing are described, together with design methodologies and models of computation. HPEC provides an in-depth and advanced treatment of all the components of embedded systems, with discussions of the current developments in the field and numerous examples of real-world applications. Covers advanced topics in embedded computing, including multiprocessors, VLIW and superscalar architectures, and power consumption Provides in-depth coverage of networks, reconfigurable systems, hardware-software co-design, security, and program analysis Includes examples of many real-world embedded computing applications (cell phones, printers, digital video) and architectures (the Freescale Starcore, TI OMAP multiprocessor, the TI C5000 and C6000 series, and others)

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Network routing can be broadly categorized into Internet routing, PSTN routing, and telecommunication transport network routing. This book systematically considers these routing paradigms, as well as their interoperability. The authors discuss how algorithms, protocols, analysis, and operational deployment impact these approaches. A unique feature of the book is consideration of both macro-state and micro-state in routing; that is, how routing is accomplished at the level of networks and how routers or switches are designed to enable efficient routing.

In reading this book, one will learn about 1) the evolution of network routing, 2) the role of IP and E.164 addressing in routing, 3) the impact on router and switching architectures and their design, 4) deployment of network routing protocols, 5) the role of traffic engineering in routing, and 6) lessons learned from implementation and operational experience. This book explores the strengths and weaknesses that should be considered during deployment of future routing schemes as well as actual implementation of these schemes. It allows the reader to understand how different routing strategies work and are employed and the connection between them. This is accomplished in part by the authors' use of numerous real-world examples to bring the material alive. Bridges the gap between theory and practice in network routing, including the fine points of implementation and operational experience Routing in a multitude of technologies discussed in practical detail, including, IP/MPLS, PSTN, and optical networking Routing protocols such as OSPF, IS-IS, BGP presented in detail A detailed coverage of various router and switch architectures A comprehensive discussion about algorithms on IP-lookup and packet classification Accessible to a wide audience due to its vendor-neutral approach

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Long before Galileo published his discoveries about Jupiter, lunar craters, and the Milky Way in the Starry Messenger in 1610, people were fascinated with the planets and stars around them. That interest continues today, and scientists are making new discoveries at an astounding rate. Ancient lake beds on Mars, robotic spacecraft missions, and new definitions of planets now dominate the news. How can you take it all in? Start with the new Encyclopedia of the Solar System, Second Edition.

This self-contained reference follows the trail blazed by the bestselling first edition. It provides a framework for understanding the origin and evolution of the solar system, historical discoveries, and details about planetary bodies and how they interactand has jumped light years ahead in terms of new information and visual impact. Offering more than 50% new material, the Encyclopedia includes the latest explorations and observations, hundreds of new color digital images and illustrations, and more than 1,000 pages. It stands alone as the definitive work in this field, and will serve as a modern messenger of scientific discovery and provide a look into the future of our solar system.

Forty-seven chapters from 75+ eminent authors review fundamental topics as well as new models, theories, and discussions
Each entry is detailed and scientifically rigorous, yet accessible to undergraduate students and amateur astronomers
More than 700 full-color digital images and diagrams from current space missions and observatories amplify the chapters
Thematic chapters provide up-to-date coverage, including a discussion on the new International Astronomical Union (IAU) vote on the definition of a planet
Information is easily accessible with numerous cross-references and a full glossary and index

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Lucy-Ann McFadden, Torrence Johnson, Paul Weissman

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This book is a comprehensive contributed volume that aims to describe and explain the design, fabrication, operating characteristics, and specific applications of the most popular and useful types of specialty optical fibers. These specialty fibers include any kind of optical fiber that has been architecturally manipulated to diverge from a conventional structure. For instance, metal-coated fibers can be utilized for bandwidth improvement, and hollow core fibers offer more controllable dispersion for sensitive medical procedures.

Applications for these specialty fibers abound in the biomedical, sensors, and industrial fields, as well as in more traditional communications capacities. This book will act as a specialty fiber guided tour, hosted by the top names in the discipline. The globally renowned editors, Drs. Mendez and Morse, have extensive experience in research, academia, and industry.

*Completely covers biomedical and industrial sensor technology with emphasis on real world applications
*Comparative studies of pros and cons of all fiber types with relation to test and measurement, mechanical properties and strength, and reliability
*Easy to access essential facts and details at the begining of each chapter

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Multimedia over IP and Wireless Networks

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Multimedia over IP and Wireless Networks is an indispensable guide for professionals or researchers working in areas such as networking, communications, data compression, multimedia processing, streaming architectures, and computer graphics.

Beginning with a concise overview of the fundamental principles and challenges of multimedia communication and networking, this book then branches off organically to tackle compression and networking next before moving on to systems, wireless multimedia and more advanced topics. The Compression section advises on the best means and methodology to ensure multimedia signal (images, text, audio and data) integrity for transmissions on wireless and wired systems. The Networking section addresses channel protection and performance. In the Systems section, the focus is on streaming media on demand, live broadcast and video and voice's role in real-time communication. Wireless multimedia transmission and Quality of Service issues are discussed in the Wireless Multimedia section.

An Advanced Topics section concludes the book with an assortment of topics including Peer-to-Peer multimedia communication and multipath networks.
Up-to-date coverage of existing standards for multimedia networking Synergistic tutorial approach reinforces knowledge gained in previous chapters Balanced treatment of audio and video with coverage of end-to-end systems

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The major developments in the fields of fluid and solid mechanics are scattered throughout an array of technical journals, often making it difficult to find what the real advances are, especially for a researcher new to the field or an individual interested in discovering the state-of-the-art in connection with applications. The Advances in Applied Mechanics book series draws together recent significant advances in various topics in applied mechanics. Published since 1948, Advances in Applied Mechanics aims to provide authoritative review articles on topics in the mechanical sciences, primarily of interest to scientists and engineers working in the various branches of mechanics, but also of interest to the many who use the results of investigations in mechanics in various application areas such as aerospace, chemical, civil, environmental, mechanical and nuclear engineering. Advances in Applied Mechanics continues to be a publication of high visibility and impact. Review articles are provided by active, leading scientists in the field by invitation of the editors. Many of the articles published have become classics within their fields. Volume 41 in the series contains articles on topological fluid mechanics, electrospinning, vortex dynamics and self-assembly. Covers all fields of the mechanical sciences Highlights classical and modern areas of mechanics that are ready for review Provides comprehensive coverage of the field in question

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Radioactivity in the Terrestrial Environment

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The Radioactivity in the Environment Series addresses the key aspects of this socially important and complex interdisciplinary subject. Presented objectively and with the ultimate authority gained from the many contributions by the world's leading experts, the negative and positive consequences of having a radioactive world around us is documented and given perspective. In a world in which nuclear science is not only less popular than in the past, but also less extensively taught in universities and colleges, this book series will fill a significant educational gap.

Radioactivity in the Terrestrial Environment presents an updated and critical review of designing, siting, constructing and demonstrating the safety and environmental impact of deep repositories for radioactive wastes. It is structured to provide a broad perspective of this multi-faceted, multi-disciplinary topic providing enough detail for a non-specialist to understand the fundamental principles involved.
Contains extensive references to sources of more detailed information Provides a detailed summary of radioactivity in terrestrial ecosystems, providing a substantial and essential reference on the subject Discusses lesser-known sources of radiation exposure that provide useful information for those seeking to place environmental radioactivity into perspective

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Embedded internet and internet appliances are the focus of great attention in the computing industry, as they are seen as the future of computing. The design of such devices presents many technical challenges. This book is the first guide available that describes how to design internet access and communications capabilities into embedded systems. It takes an integrated hardware/software approach using the Java programming language and industry-standard microcontrollers. Numerous illustrations and code examples enliven the text. This book shows how to build various sensors and control devices that connect to the TINI interfaces, explains how to write programs that control them in Java, and then ties them all together in practical applications. Included is a discussion on how these technologies work, where to get detailed specifications, and ideas for the reader to pursue beyond the book. The first guide to designing internet access and communications capabilities into embedded systems  Takes an integrated hardware/software approach using the Java programming language an industry-standard

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Germanium is a semiconductor material that formed the basis for the development of transistor technology. Although the breakthrough of planar technology and integrated circuits put silicon in the foreground, in recent years there has been a renewed interest in germanium, which has been triggered by its strong potential for deep submicron (sub 45 nm) technologies. Germanium-Based technologies: From Materials to Devices is the first book to provide a broad, in-depth coverage of the field, including recent advances in Ge-technology and the fundamentals in material science, device physics and semiconductor processing. The contributing authors are international experts with a world-wide recognition and involved in the leading research in the field.

The book also covers applications and the use of Ge for optoelectronics, detectors and solar cells. An ideal reference work for students and scientists working in the field of physics of semiconductor devices and materials, as well as for engineers in research centres and industry. Both the newcomer and the expert should benefit from this unique book.
State-of-the-art information available for the first time as an all-in-source Extensive reference list making it an indispensable reference book Broad coverage from fundamental aspects up to industrial applications

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Protecting computer networks and their client computers against willful (or accidental) attacks is a growing concern for organizations and their information technology managers. This book draws upon the author's years of experience in computer security to describe a set of over 200 "rules" designed to enhance the security of a computer network (and its data) and to allow quick detection of an attack and development of effective defensive responses to attacks. Both novice and experienced network administrators will find this book an essential part of their professional "tool kit." It is also essential reading for a corporate or organization manager who needs a solid understanding of the issues involved in computer security.Much literature is available on network and data security that describes security concepts, but offers so many different solutions to information security problems that it typically overwhelms both the novice and the experienced network administrator. This book presents a simple set of rules important in maintaining good information security. These rules or best practices are intended to be a recipe for setting up network and information security. This manual will take the mystery out of configuring an information security solution and provide a framework which the novice as well as experienced network administrator can follow and adapt to their network and data environment.

* Provides practical, "battle tested" rules and guidelines to protect computer networks against different forms of attack* Covers both network and client level attacks, including attacks via the internet and damage to the physical hardware of a network

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Voice, Video, and Data Network Convergence

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Architecture and Design, From VoIP to Wireless

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Covers the latest standards and those being developed in an ever-evolving field Provides insight into the latest technology of video and data over wireless networks and how convergence will be a driving force in this industry Provides an understanding of the true capabilities behind each vendor's solution to allow for informed buying decisions
A recent survey of 500 U.S. companies with multiple locations found that 81% are planning to implement IP Telephony on their local area networks (LANs) in 2003, and two-thirds are looking at convergence for their wide area networks (WANs) as well. This includes voice, video and data over hard line and wireless networks.

Today, new standards and technologies are being developed to support convergence and voice over IP (VoIP) and Video over IP and wireless. Because convergence covers the voice and data world, it will be critical to understand all of these environments.

Voice, Video, and Data Network Convergence provides detailed information on convergence network models, protocol stacks, routing algorithms, gateways and switches required to support these networks.
Covers the latest standards and those being developed in an ever-evolving field Provides insight into the latest technology of video and data over wireless networks and how convergence will be a driving force in this industry Provides an understanding of the true capabilities behind each vendor's solution to allow for informed buying decisions

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Juanita Ellis, Charles Pursell, Joy Rahman

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Telecommunications Demystified provides details of developments in telecommunications, and their underlying theory, are thoroughly examined in this sweeping tutorial. The book first builds a strong mathematical foundation, introduces the basic concepts of analogue and digital telecommunications, and then develops more complex topics such as source and channel coding, baseband and carrier modulation, estimation and synchronization, multiple access schemes, and trellis-coded modulation. Includes several MATLAB tutorials that permit readers to model various telecommunications systems. Balances a solid theoretical treatment of subjects with practical applications and examples Covers both digital and analogue telecommunications systems, including digital modulation techniques The accompanying material includes MATLAB tutorials that permit readers to model various telecommunications systems and an electronic version of the book

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Crafting the New Conversational Speech Systems

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From the voice on the phone, to the voice on the computer, to the voice from the toaster, speech user interfaces are coming into the mainstream and are here to stay forever. Soundly anchored in HCI, cognitive psychology, linguistics, and social psychology, this supremely practical book is loaded with examples, how-to advice, and design templates. Drawing widely on decades of researchin lexicography, conversation analysis, computational linguistics, and social psychologyauthor Randy Allen Harris outlines the principles of how people use language interactively, and illustrates every aspect of design work.In the first part of the book, Harris provides a thorough conceptual basis of language in all its relevant aspects, from speech sounds to conversational principles. The second part takes you patiently through the entire process of designing an interactive speech system: from team building to user profiles, to agent design, scripting, and evaluation. This book provides interaction designers with the knowledge and strategies to craft language-based applications the way users will expect them to behave.

*Loaded with examples and practical synopses of the best practice. *An ideal combination of conceptual base, practical illustrations, and "how-to" advicefor design and for the entire design process.*Will bring novice voice designers fully up to speed, and give experienced designers a new understanding of the principles underlying human speech interaction, principles from which to improve voice interaction design.

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This book is a comprehensive guide to new DFT methods that will show the readers how to design a testable and quality product, drive down test cost, improve product quality and yield, and speed up time-to-market and time-to-volume. Most up-to-date coverage of design for testability.  Coverage of industry practices commonly found in commercial DFT tools but not discussed in other books.  Numerous, practical examples in each chapter illustrating basic VLSI test principles and DFT architectures.

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Laung-Terng Wang, Cheng-Wen Wu, Xiaoqing Wen, Khader S. Abdel-Hafez, Wen-Ben Jone, Rohit Kapur, Brion Keller, Kuen-Jong Lee, James C.-M. Li, Mike Peng Li, Xiaowei Li, T.M. Mak, Yinghua Min, Benoit Nadeau-Dostie, Soumendu Bhattacharya, Mehrdad Nourani, Janusz Rajski, Charles Stroud, Erik H. Volkerink, Duncan M. (Hank) Walker, Shianling Wu, Nur A. Touba, Abhijit Chatterjee, Xinghao Chen, Kwang-Ting (Tim) Cheng, William Eklow, Michael S. Hsiao, Jiun-Lang Huang, Shi-Yu Huang

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NetWare Administration contains information from a consultant's or administrator's viewpoint. There are no other NetWare books like it. The author went right to the meatthe NetWare client starts Chapter 1. This book provides tips, tricks, high-level explanations and Foust's hardcore experience in the field for Novell. He includes information that his clients had to pay $10,000 a week to receive, including practical coverage of NDS, upgrading to 6.0, and thousands of detailed instructions to accomplish virtually any enterprise-wide task. This book has more specific information than any you have ever seen on NetWare. It covers NetWare 4.x through 5.x up to NetWare 6 (due out end of this year).

Covers new features in v. 6.0
Great for troubleshooting client problems
Learn how to re-design your NDS tree

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Introduced 160 years ago as an attempt to generalize complex numbers to higher dimensions, quaternions are now recognized as one of the most important concepts in modern computer graphics. They offer a powerful way to represent rotations and compared to rotation matrices they use less memory, compose faster, and are naturally suited for efficient interpolation of rotations. Despite this, many practitioners have avoided quaternions because of the mathematics used to understand them, hoping that some day a more intuitive description will be available.The wait is over. Andrew Hanson's new book is a fresh perspective on quaternions. The first part of the book focuses on visualizing quaternions to provide the intuition necessary to use them, and includes many illustrative examples to motivate why they are importanta beautiful introduction to those wanting to explore quaternions unencumbered by their mathematical aspects. The second part covers the all-important advanced applications, including quaternion curves, surfaces, and volumes. Finally, for those wanting the full story of the mathematics behind quaternions, there is a gentle introduction to their four-dimensional nature and to Clifford Algebras, the all-encompassing framework for vectors and quaternions. Richly illustrated introduction for the developer, scientist, engineer, or student in computer graphics, visualization, or entertainment computing. Covers both non-mathematical and mathematical approaches to quaternions.

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Understanding WMI Scripting explains to Windows and Exchange Administrators how they can use the Windows Management Instrumentation (WMI) scriptable technology available in these products to ease their day-to-day management tasks. Under Windows.NET and Exchange 2000 (SP2), Microsoft is making solid enhancements in WMI. This will dramatically extend the scripting and manageability capabilities of Windows and Exchange. Illustrated with more than three hundred samples, the book links practical problems encountered by administrators to applicable scriptable solutions. Lissoir focuses not on MI programming aspects for developers but on how administrators can use what is available in Windows and Exchange for their admin work. WMI is a very important topic under Windows.NET and Exchange 2000 (SP2), so this book provides real added value to Windows/Exchange administrators. Although Exchange relies on Windows, no other book combines coverage of Windows and Exchange.

Fine tune management of Windows servers
Achieve better system management and customize critical operations
Access hundreds of usable scripts in book and downloadable from web

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Tricks for Old Dogs, New Dogs and Hot Dogs with Open Systems

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Make OpenVMS High Availability systems and low cost Open System computers work together in complex Intranet and Internet environments.

Users of Linux, UNIX and the hundreds of thousands of OpenVMS installations world-wide will find invaluable information in Linux and OpenVMS Interoperability. This book gives you access to the best resources of both Linux and OpenVMS systems by providing practical hints, tricks, and step-by-step processes for installing and interoperating both systems. If you've heard one of John Wisniewski's many presentations on the subject, you'll find that he also brings his expertise and his own brand of humor to the task of explaining these operating systems to new and experienced programmers and administrators.

Covers the capabilities, features, and advantages of both Linux and OpenVMS
Offers tested solutions to practical interoperability problems
Provides a basis for you to choose the right operating system for your needs

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Controlling Noise and Vibration in Road Vehicles

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High standards of NVH (Noise, Vibration and Harshness) performance are expected by consumers of all modern cars. Refinement is one of the main engineering and design attributes to be addressed in the course of developing new vehicle models and vehicle components. Written for students and engineering practitioners, this is the first book to address automotive NVH. It will help readers to understand and develop quieter, more comfortable cars. With chapters on the fundamentals of acoustics and detailed coverage of practical engineering solutions for noise control issues it is suitable for students of automotive engineering and engineers who havent been trained in acoustics, and will be an important reference for practicing engineers in the motor industry.

The first book devoted to the refinement of noise and vibration in automobiles Combines a detailed explanation of the fundamentals of acoustics and the science behind vehicle noise and vibration with practical tips and know-how for noise and vibration control. Based on real world experience with a variety of automotive companies including Ford, BMW and Nissan