November 3, 2000

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"Follow Every Move They Make: Learn How to Stick to Your Customer Like Glue"
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“People avoid wirtten direction because they often cannot find answers to practical questions. Frequently, the answers they are looking for are hard to find because the documentation is not well organized. It is very important to standardize your documentation so that information always appears in the same general format. This will increase its use as a reference tool.”
- Get the Point: How to Write Policies, Procedures, and Tasks for Help Desk and Customer Support Centers, by Ben Brigham

 


Other News


Computer Horizons Teams With IBM [Top]
Computer Horizons announced they have signed a contract with IBM to provide trained senior consultants skilled in IBM's WebSphere software platform. The CHC supplied consultants will be prepared to provide deployment and integration support around WebSphere solutions for IBM customers.



iCommunicate Opens New Office [Top]
iCommunicate announces the company's expansion with the opening of a Denver, Colorado office. The office, to be headed by Director of Business Development Ken Lawrence, is part of a strategy to better serve customers in the Western region of the U.S.


StayinFront Expands in Asia [Top]
StayinFront announced the opening of a new office in suburban Sydney, Australia aimed at strengthening the company’s international leadership position. The expansion is a step in the company’s continued expansion in the Asia Pacific region.


Interactive Intelligence Chooses to Expand in Indiana [Top]
Interactive Intelligence has decided to grow in Indiana. Interactive Intelligence expects to add, in stages, as many as 2,485 jobs through the end of 2006 at its Indianapolis headquarters and retain 188 jobs at its offices throughout Indiana.



Carl Samos Joins Answers.com [Top]
Answers.com announced that Carl Samos has been appointed as the company’s CTO. Samos’ responsibilities will include overseeing the development of Answers.com’s future product line and expanding the functionality of Answers.com’s existing product offerings.


SITEL to Deliver for DIRECTV [Top]
SITEL announced the signing of an agreement with Galaxy Brazil, a wholly owned subsidiary of Galaxy Latin America (GLA). GLA is the exclusive provider of DIRECTV, the leading direct-to-home satellite television service in Latin America and the Caribbean. SITEL will provide customer care service to DIRECTV customers in Brazil.



Pivotal and Yokogawa Sign Agreement [Top]
Pivotal announced that the company has signed a business agreement with Yokogawa Electric to serve the Japanese market for CRM, demand chain management and eCommerce solutions. These solutions will enable Japanese companies to increase revenue by establishing online relationships with customers and by synchronizing the activities of employees and business partners over the Internet.



Vignette Teams With Virage [Top]
Virage announced that it has joined forces with Vignette, Sun Microsystems and 12 other partners to define enterprise requirements for content management. The group has created the eXtended Content Management Alliance -- destination for companies looking for content management solutions for building online businesses.



Experian and Xchange Announce Alliance [Top]
Xchange announced that Experian has begun integrating its Xchange 4.0 suite for eCRM into Experian's hosted solution offerings. Xchange 4.0 provides eCRM analytics, campaign management, emessaging, personalization and frontline marketing components, helping companies to deliver communications.


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