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| Thursday, October 8, 1998 |
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Support Stock Index (SSDEX) is the support industry's health barometer. It is a measure of the stock performance for companies that sell products and services to the support / customer interaction industry. On 12/31/96, SSDEX's value was set at 100, making it easy to see how the industry is performing as a group. | |||||||||||||
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| General News |
Do Metrics Lie?
Service News columnist, R. William Sheehan looks at the value of self-assessment. Typically, people think of business alignment, service culture, operational processes, people/motivation, people/skills, and tools and technology when they think of assessment. Why not? Metrics are vitally important in determining performance. But shouldn't a support center's metrics goals depend on what they're supporting? Read the entire column at http://www.servicenews.com/periodical/dolink.asp?issue=9810&page=9810sccol.htmClarify Chooses Sterling for Enterprise Management Platform Integration
Sterling Software's Operations Management Division announced that Clarify has selected SOLVE:Diplomat as its solution for Enterprise Management Platform (EMP) integration. Sterling's SOLVE:Diplomat allows Clarify's ClearHelpdesk customers to automatically synchronize problem management data with HP OpenView, as well as with other enterprise management platforms from vendors such as Computer Associates and Tivoli.Ford HR Selects Genesys Call Center Solution
Ford Motor Corp. Human Resources has selected the Genesys suite of computer telephony products for use in its Human Resources Customer Care Center (HRCC). This center handles 115,000 calls/month from approximately 500,000 Ford employees and retirees. The HRCC marks the first major joint implementation of call-center technology for Genesys and PricewaterhouseCoopers since the announcement in March of a strategic alliance. PricewaterhouseCoopers and Genesys were able to deliver the first phase of the project in less than two weeks.
