ABSTRACT
A P r a c t i c a l Gu i d e t o Cal i C e n t e r T e c h n o l o g y Chapter 13
Telephone Terminals and Workstations ThlS book began life as The Incoming Call Center in 1987. The seismic change brought about by personal computers and the WinTel alliance has placed even the most complex communication application within the reach of the smallest call center. Back then we made the observation that the arrival of the PC in any business remade the economic landscape like a swarm of locusts remake a lush landscape. We had no idea!
