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Stock Index
RealMarket	90.52	0.70%
Stock Index:	Tell me more
Dow Jones	10,829.20	-0.78%
Nasdaq	2,739.35	0.98%
S&P500	1,320.41	-0.27%
Aegis	15/16	0
APAC Tel	2 3/8	- 1/16
Applix	14 11/16	-3 13/16
Aspect Tel	11 1/16	5/16
Astea	2 9/16	- 3/16
Clarify	44	1/4
Convergys	20 5/8	- 7/16
Datawatch	15/16	0
Davox	13 15/16	- 3/16
Edify	11 3/8	3/8
EIS Intl	2 13/16	0
Firstwave	3 5/8	- 1/16
Genesys	29 1/4	- 5/8
ICT Group	7 3/8	3/8
IMA	7 3/8	7/32
Inference	3 1/16	- 1/16
InterVoice	13 3/4	- 1/2
Melita	9	0
Mustang	5 1/4	3/16
Onyx	16 1/8	0
Pegasystems	8 3/8	1/8
Peregrine	33	- 11/16
Periphonics	27	- 9/16
Precision	8 13/16	1/2
Primus	24 11/16	1/16
Remedy	24 1/2	- 1/32
SalesLogix	18	1 1/2
Siebel	68 11/16	2 5/16
Silknet	33 7/8	-1 1/8
SITEL	3 15/16	- 1/16
Sykes	24	1
Syntellect	2 3/8	1/16
Teletech	11 1/8	1/8
Vantive	8 5/16	11/16
West Tel	10 5/8	1/4
As of close 8/31/99

How to: Run a saved macro in Excel 2000.
 

HDI Tip of the Day
“Key points of a good customer service letter in response to a complaint over staffing policy: Acknowledge the customer’s complaint. State your commitment to excellent customer service. Explain the reason in a way that puts your company in the most positive light. Even though you were not wrong, apologize for the customer’s inconvenience. Offer a small token to show the customer that you care.” -- The Complete Customer Service Letter Book by Edward W. Werz and Sally Germain

 

Today's News

New ePartnerSite Turns Static Web Sites into Selling Machines
SalesLogix Corporation announced the general availability of ePartnerSiteTM, a new addition to its CommerceLogix family of products that delivers a web-portal-in-a-box for automating the management of third party reseller and distributor channels. ePartnerSite transforms partner web sites that automate third-party sales, marketing and support operations.

Provident Central Credit Union Implements Onyx
Onyx Software, Aquarius Technology and Provident Central Credit Union today announced the successful implementation of Onyx Front Office across Provident's entire call center operation, which serves 84,000 members, creating a holistic view of member relationships and consolidating the credit union's legacy systems and databases of product and service transactions into one component that can be viewed by each of the credit union's call center representatives.

New AutoSurvey Solution for Call Centers
Teknekron Infoswitch Corp. released today a software program, AutoSurvey?, that can make surveying more effective, easier and cheaper. AutoSurvey identifies customer representatives through stealth technology and lets customers at the end of calls grade the service they received – in real-time – without agents aware they’re being evaluated.

New This Week From helpDESK Online
Kristin Robertson presents some tips on "Hiring the Right People", Rick Kilton outlines "Six Easy Steps to Reducing Support Calls", and Char LaBounty demonstrates how your support center can "Stop Being a Victim!". (Read More)

Luminate Introduces Performance Analyzer
Luminate(tm) Software announced the availability of Luminate Performance Analyzer(tm). As the newest member of the Luminate for SAP R/3 product suite, Performance Analyzer provides comprehensive and objective information for SAP R/3 BASIS personnel to get to the root cause of interactive, batch and background SAP R/3 software performance problems.

KnowDev® Makes Desktop-Delivered Online Learning a Reality for Call Centers
Call centers face a challenging set of training problems including high turnover and costly traditional training solutions that usually means pulling employees off of the phones. KnowDev, an Atlanta-based software company, is using Scheduled Learning to deliver an online learning solution to call centers. The product suite, called KnowDev Enterprise, makes it possible for call centers to train their employees at their workstations without disrupting the flow of calls.

AT&T Wireless Connects with Blue Pumpkin
Blue Pumpkin Software announced that AT&T Wireless Services has selected the company’s PrimeTime workforce management software for its Aviation Communications Division. Charged with providing digital air-to-ground telephone equipment and in-flight voice, fax and data service, the Aviation Communications Division has begun implementing Blue Pumpkin’s PrimeTime solution at their main call center in Seattle, Washington.

IT Asset Management: The Big Picture
Janus Technologies, Inc. has just released an executive report entitled, "IT Asset Management: The Big Picture." This new report addresses the issues facing organizations as they implement an asset management initiative, and includes: an overview and definition of asset management, a look at the issues surrounding asset management, common causes of unsuccessful asset management initiatives and more. Individuals interested in receiving a free copy of the newly released report may contact Janus at 412-787-3030.

AudioBase to Utilize Netgain from Firstwave
Firstwave® Technologies announced that AudioBase(TM), Inc. will be the first company to utilize the newly-introduced Netgain(TM) Customer Interaction Center (CIC), an Internet Relationship Management (eRM) application for marketing and customer support. AudioBase Inc., an Internet audio service provider will use Netgain CIC for client services. To be released later this year, Netgain CIC is a component of Netgain Enterprise, a suite of web-based applications.