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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
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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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