November 27, 2000

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Experts Corner
Q: Why do knowledge management projects generate resistance among the project teams?
Answer

Peter Dorfman
KnowledgeFarm
 
Required Reading

"Maximizing Competitive Advantage Through Collaborative Value Chains"
by Comergent Technologies
 
 

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"Workflow is the major difference between mediocre support and world class support. How work flows through the environment is just as important in support as in any manufacturing department."
- Get the Point: How to Write Policies, Procedures, and Tasks for Help Desk and Customer Support Centers, by Ben Brigham

 


Other News


Xoriant Joins Siebel Alliance Program [Top]
Xoriant announced that it has joined the Siebel Alliance Program as a Consulting Partner. Xoriant's expertise combined with Siebel Systems eBusiness applications now offer companies the ability to deploy solutions for eBusiness, sales, marketing and customer service. Xoriant's technologists will work closely with Siebel experts in the areas of training and solution deployment as well as engage in joint sales and marketing efforts.



Intrinsic Acquires Marketic [Top]
Intrinsic has announced the acquisition of Paris-based EMA specialist Marketic. The acquisition provides Intrinsic with a presence in France, Spain, Portugal, the Netherlands and Belgium.



Sideware and Columbus Announce Partnership [Top]
Sideware announced that it has signed an e-business partnership agreement with the Columbus Group. Columbus will integrate Sideware's eCRM software into its business solution offering.


ClientLogic Acquires TeleServices Division of ACS [Top]
ClientLogic has acquired the TeleServices division of Associates Commerce Solutions(ACS). The Associates received ClientLogic equity as payment for the TeleServices business. ClientLogic will assume operational responsibility for the ACS Asheville, NC, call center.



Charter Supports Staples [Top]
Staples has implemented the CHARTER suite of customer management applications from Swallow Information Systems. Staples' customer relations support team uses CHARTER to track and manage customer feedback from office supply superstores and its catalog division.



Sherman Chooses eshare [Top]
eshare announced an agreement with Sherman Financial Group to upgrade the financial institution's contact center software to eshare Conversations 4.2. With the upgrade to Conversations 4.2, the company will support 200 agents, 450 inbound/outbound lines, and six Command Posts.



IMPRESS and Aspect Enable Oklahoma Gas and Electric [Top]
IMPRESS and Aspect have joined forces to provide customers of Oklahoma Gas & Electric with automated information. OG&E chose the two companies to provide an online voice and data management system to improve customer service and speed responses during peak calling times.



Selectica Empowers BroadRiver [Top]
Selectica announced that BroadRiver will deploy Selectica's ISS Internet selling application suite. The Selectica solution will enable BroadRiver's internal sales force and customers to configure and order voice and data products and services online.


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