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Stock Index
RealMarket	95.59	-0.21%
Stock Index:	Tell me more
Dow Jones	11,034.10	-0.40%
Nasdaq	2,837.26	-0.21%
S&P500	1,350.45	-0.50%
Aegis	15/16	0
APAC Tel	2 9/16	1/16
Applix	17 1/8	1 1/4
Aspect Tel	11 1/8	- 1/8
Astea	2 1/2	0
Clarify	43 9/16	-1 1/4
Convergys	20 1/8	-1
Datawatch	1	0
Davox	13 7/8	- 1/16
Edify	12 1/4	-1 1/8
EIS Intl	2 31/32	3/32
Firstwave	3 7/16	1/16
Genesys	36 1/4	1 3/8
ICT Group	7 1/8	- 3/8
IMA	8 1/8	- 1/8
Inference	3 1/8	1/16
InterVoice	11 1/2	- 5/8
Melita	10 7/8	1/2
Mustang	5	- 7/16
Onyx	15	- 1/8
Pegasystems	8 5/16	0
Peregrine	35 5/8	- 3/8
Periphonics	27 3/4	5/16
Precision	12 1/16	7/16
Primus	25 1/8	-1 1/8
Remedy	25 3/4	0
SalesLogix	17 5/8	- 5/8
Siebel	75 13/16	1 3/8
Silknet	35 1/16	7/16
SITEL	4	0
Sykes	24 3/4	- 1/2
Syntellect	2 1/4	- 7/32
Teletech	11 1/2	5/16
Vantive	8 1/2	- 1/4
West Tel	11 5/8	1/4
As of close 9/7/99

Slide numbers/time/date are not displayed in the PowerPoint 2000 slide show.
 

HDI Tip of the Day
“Key points of a good customer service letter in response to refusal to pay due to lack of satisfaction with a product: Show the customer that you are familiar with the details of the problem. Apologize for the trouble that the customer has experienced. Let customers know that you consider them valued patrons. Provide a solution that the customer will appreciate. Include you phone number so that the customer can discuss any unresolved issues directly with you. While your resolution to a problem must be appropriate to your company’s particular products and services, ask yourself if it would be more cost-effective to find a new customer or satisfy the existing one.” -- The Complete Customer Service Letter Book by Edward W. Werz and Sally Germain

 

Today's News

TCS Introduces Intra-Day Performance WebReports
TCS Management Group announced the release of TCS SeriesFive 5.0.7 workforce management software for call centers. A new 5.0.7 feature, Intra-Day Performance WebReports allows call center managers to view intra-day performance (IDP) data, such as required versus scheduled staff, from a standard Web browser. A supplement to the core TCS software package that forecasts call volume, creates and assigns agent work schedules and tracks performance in "real time," Intra-Day Performance WebReports provides call center managers a flexibility to access key reports.

NetDialog Nets HomePage.com
NetDialog announced that HomePage.com(r), one of the Web's providers of free personal homepages, has selected netDialog's e-service solution, the OCM System(tm) and application-hosting service. HomePage.com members can create homepages quickly and at no charge through HomePage.com's support and hosting services. Since May 1999, HomePage.com has signed on more than 375,000 members.

New This Week From helpDESK Online
Eric Rabinowitz reveals how they turned around a very high employee turnover rate at IHS Helpdesk Service; Stephen Coscia gives a first-hand account of the dangers of giving in to anger; and Lou Russell offers some thoughts on growing and sharing knowledge. (Read More)

SITEL to Provide Technical Support to Hughes
SITEL Corporation announced it has signed a two-year agreement with Hughes Network Systems to provide expanded technical support services to Hughes' DirecPC and DirecTV customers in the United States. Specific financial information was not disclosed.

eSupportNow Guides New Online Customers
eSupportNow (eSN) adds three new partners to a growing list of clients. With the click of a button, eSN’s NowReps are on hand via live one-on-one chat to answer e-consumers’ questions on movecentral.com, VerticalOne.com and ServiSense.com. movecentral.com, the company that helps businesses reach the relocation market uses eSN’s NowReps to help their users register for the site’s interactive change-of-address service. VerticalOne contracted eSN to provide customer service and sales support services including personal one-on-one real-time interaction, in-bound e-mail management programs and traditional teleservices. ServiSense called on eSN’s NowReps to sign up new customers through interactive customer service and traditional call-center support.

Witness Services Group Launches Performance Management Methodology
Witness Systems, Inc., a developer of customer interaction recording and performance analysis solutions for contact centers, announced its Implementation Performance Management (IPM) methodology. With IPM -- a blend of technology expertise and business consulting services offered by Witness Systems' Professional Services Group – product implementation provides customers a quicker return on their software investment. Some implementations can be handled in as few as 30 days.

Call Center University, AchieveGlobal Join Forces
Call Center University (CCU) and AchieveGlobal have formed an alliance to give call centers single-source access to professional education, consulting services on technical and operational issues and training programs in leadership, teamwork, customer service and sales performance. CCU is a vendor-neutral, educational division of TCS Management Group and AchieveGlobal is a division of The Times Mirror Company.

KPMG Joins Vantive Alliance Program
KPMG LLP and The Vantive Corporation announced that KPMG has become a Platinum member in the Vantive Alliance Program. The two companies will jointly assess, plan, design and deliver the Vantive Enterprise suite of Web-based front-office applications for the e-customer. KPMG is developing a Vantive practice within its Customer Management (CM) organization, showcasing Vantive applications in its solutions center and initially focusing on developing e-business solutions for the High Tech industry segments.

Siebel Selects MERANT DataDirect for Data Access and Integration
MERANT announced that Siebel selected its DataDirect Connect(TM) ODBC drivers for market-leading data access. With this license agreement, Siebel Systems will include MERANT's DataDirect Connect ODBC drivers as a component of its front office applications and development environments. By incorporating DataDirect Connect ODBC, Siebel customers can access data stored in Siebel applications.