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My recommendation is simple:Abandon arrogance. If this article has struck a nerve with you, take time to do an audit of your teams’ skills and prior experience vs. the challenge of the CommFusion projects at hand. Do you have a critical mass of “people who have done it before?” If not, think about this: Would you hire a private pilot who is smart, has read all the manuals but has never flown a plane? Don’t be stupid! *

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My recommendation is simple:Abandon arrogance. If this article has struck a nerve with you, take time to do an audit of your teams’ skills and prior experience vs. the challenge of the CommFusion projects at hand. Do you have a critical mass of “people who have done it before?” If not, think about this: Would you hire a private pilot who is smart, has read all the manuals but has never flown a plane? Don’t be stupid! *

Yes, most U.S. homes have PCs. But a surprising number also are on the losing end of technowealth. The fact that adequate food, shelter, and health care are not available to all is a societal blight to which we are blinded by the technical spotlight.

This is not to dampen millennium celebrations. There are clearly epic achievements to memorialize. But looking forward to the new 21st Century visions, most harried industry workers think they will be doing well just to handle the year ahead.

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Customers click on icons on your Web site when they want to request assistance from agents. The software routes these requests to the most appropriate agents based on the Web pages customers are viewing, the products they want information about, their geographical location and other criteria you select. Agents receive a complete history of each on-line customer, including past e-mail messages, purchases and other transactions.

Customers participate in on-line dialogues with agents from a window that appears in their Web browsers, as pictured here. With eGain Live, agents can view the pages on your Web site that customers have already visited, and they can see information that customers provided about themselves in previous visits to your site. The software enables you to view other agents' chat sessions as they happen, and it lets you intervene during a chat session so that you can offer advice to an agent or a customer.

Agents and customers can direct each other to any pages on your Web site or on other Web sites. If your site contains on-line forms, agents can also assist customers with the completion of these forms. The software allows agents to highlight specific fields, send customers text messages that explain the forms, and, if customers prefer, fill in fields for customers. You can generate performance reports for individual agents or groups of agents. You can also set customer service goals, such as the minimum number of text chat requests you expect agents to answer in a given period of time. The software produces reports that include statistics like the number of text chat sessions agents conduct with customers during peak times and the types of on-line requests from customers that agents receive most often.

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Although eGain Live 3.0 is a module within eGain's eGain Commerce 2000 software suite, you can use it as a standalone product. The hosted version of the software costs $200 per seat per month. If you purchase the software, the price includes five seats and starts at $29,000 on Windows NT servers or $39,000 on Unix servers. Volume discounts are available whether you purchase the software or opt for the hosted version.

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CPU Design is Dead! Long Live CPU Design!

I'm graduating this April from an EE program in Canada, and I'm looking atmy options for next year. I have been in a co-op program, and I think thatI'd like a bit more background knowledge before jumping into a long-termposition. I was also told by other engineers that if I have an interest ingraduate work, I should do it now while I'm still relatively young. Oneoptionis a one-year MEng program, where I could take graduate-level courses inorder to upgrade my knowledge in a certain area of EE. The second optionis to broaden my horizons and try to get an MBA. My problem is that I don'tknow anyone personally who got an MBA after getting a bachelors inEE, so I don't really know how useful this path would be. My university alsooffers a two-year combined MBA/MEng program which would seem like the bestof both worlds. Again, I don't know anyone who's done this. Can anyone outthere who's taken one of these paths advise me on how it went? Thanks inadvance.

I got my BSEE and began working on my MSEE but did not finish due to thelong hours in my position as a design engineer. With the experience I havegained over the past 10 years it would not have benefited me to go back andget an MSEE so I decided to get an MBA instead. This was a good decisionfor me since I was considering moving into program management and wantedto enhance my business knowledge. If I had to do it all over again I wouldhave finished my MSEE and still pursued my MBA later. Since I have decidedto remain in a design/technical role for the remainder of my career, my MBAhas not made as much of an impact as having an MSEE. Nevertheless, my MBAhas given me a broader educational background and a better understandingof company operations. This knowledge has come in handy especially when Ihave worked with smaller companies and startups. My suggestion to you isto get an MSEE, get some experience and pursue an MBA later if you stillhave an interest in it. You can get an MBA as I did, on a part time basis,while still working. However, if you can get an MSEE/MBA that seems a goodroute as well.

Quince Jackson

Help a student; change a life. Don't miss the new EE Times / Ask TheHeadhunterMentoring Program! Click here foran introduction to the Mentors Program. Click here to go straight toThe Mentors Board.

I will soon be graduating with a BSCS and am at the stage where I have aresume prepared and ready to send out to prospective employers. I see manyemployers listing e-mail addresses for resume submission on their Web pagesor in their literature.

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