September 19, 2000

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Experts Corner
Q: E-services: strategy or product?
Answer

John Warne
META Group
 
Required Reading

"The Insiders Guide to Empowering Customers with an Organic Knowledgebase"
by Doug Warner - RightNow Technologies

 
 

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Service & Support Product Marketing Specialist
Loveland, CO - USA


“According to the largest percentage of individuals responding to the same survey, annual targeted training time for both managers and staff falls into range of 21-41 hours, or little more than one-half hour per week. … But just sending an employee for one-size-fits-all training isn’t enough. A smart manager will perform a skills gap analysis to discover what kind of training the individual needs as well as which skills are weal across the help desk as a whole. ”
- 360 Degree Hiring, Retention and Career Pathing, by Jana Johnson

 


Other News


Vignette Powering Australian Olympic Site [Top]
Vignette announced that i7 and the Australian Olympic Committee (AOC) are using the Vignette V/5 eBusiness Application Platform to power the AOC-i7 Web site, www.olympics.com.au. i7's network of sites covers entertainment, sports, news and online services including e-mail, search, chat, e-cards and e-commerce.



Outlaw Releases New Version [Top]
Outlaw Technologies announced the availability of CustomerFocus 3.0. CustomerFocus 3.0 adds a data interface engine and electronic document management capabilities to its list of features for health plans.



SSPA Presents STAR Awards [Top]
SSPA announced winners of the 11th annual Software Technical Assistance Recognition Awards from the Horizons 2001 conference site. Chosen as the best in what they do, twelve companies delivering technical support for software customers, were awarded the honors in their industry.


Epicor for Despatch Industries [Top]
Epicor announced that Despatch Industries has selected to implement Vantage, Epicor's eManufacturing solution and Epicor eFrontOffice, powered by Clientele. Despatch Industries will deploy the solutions to manage its business operations by giving employees access to company and customer information at their desktop.



Fibermarket Partners with webMethods [Top]
Fibermarket announced that it has partnered with webMethods to integrate its marketplace with the back-office systems of buyers, suppliers, and brokers in the forest products industry. Fibermarket will leverage webMethods B2B to enhance its B2B marketplace. Fibermarket will enable users to streamline the transaction process and better manage the underlying business functionality by eliminating the need to key in critical data more than one time.



NYLIFE Selects SpeechWorks [Top]
SpeechWorks announced that it has been selected by NYLIFE Securities to develop a speech-activated brokerage service. SpeechWorks’s technology centers around the ability to recognize speech through various technologies.


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