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RealMarket	98.03	-2.05%
Stock Index:	Tell me more
Dow Jones	10,598.40	-2.08%
Nasdaq	2,821.10	-2.25%
S&P500	1,307.58	-2.09%
APAC Tel	3 11/16	- 1/8
Applix	14 9/16	1/16
Aspect Tel	17 1/16	1/16
Astea	2 9/16	- 1/8
Clarify	47 5/8	-2 3/8
Convergys	21 3/4	- 1/4
Datawatch	1 1/16	- 1/8
Davox	11 1/16	- 7/32
Edify	11 3/8	- 1/2
EIS Intl	2 7/8	- 1/8
Firstwave	3 1/8	- 1/8
Genesys	36 5/8	- 7/8
ICT Group	6 3/8	0
IMA	5	- 9/32
Inference	3	0
InterVoice	10 25/32	- 9/32
Melita	8 1/2	0
Mustang	7 21/32	- 7/16
Onyx	14	3/4
Pegasystems	7 11/16	- 1/16
Peregrine	39 7/16	-1 5/8
Periphonics	29 7/16	- 7/16
Pivotal	17 1/4	1/8
Precision	13 5/16	- 1/4
Primus	22	0
Remedy	25 1/2	-1 3/4
SalesLogix	23 3/4	-1 11/16
Siebel	70 1/8	-1 3/4
Silknet	42 15/16	15/16
SITEL	4 15/16	0
Sykes	24 1/4	- 5/16
Syntellect	2 1/4	1/8
Teletech	13 15/16	0
Vantive	8 9/16	- 1/8
West Tel	12 1/8	- 5/16
As of close 9/21/99

How to: Clear the recently opened files list on the File menu in Office 2000.
 

HDI Tip of the Day
“Max DePree, the now-retired chairman of Herman Miller, said, “The first task of a leader is to help define reality.” That’s another way of talking about purpose. Without a sense of alignment behind that purpose, the company will be in trouble because the opposite of having purpose is drifting aimlessly. And it can’t be any old purpose that will galvanize and energize and enthrall people. It has to have meaning and resonance.” – Managing People is Like Herding Cats, by Warren Bennis

 

Today's News

Kmart Selects Motive for E-Support
Motive Communications announced that Kmart Corporation will implement a Motive-based support portal to provide electronic technical support services to employees. Kmart has licensed Motive's software programs Motive Duet and Motive Solo, as well as its automated solutions service, Motive ActiveLink. The company plans to use Motive to create a support portal through which employees can solve simple and repeatable problems on their own via self-service or seamlessly escalate a problem to a support analyst via electronically-assisted service. (Read More)

HDI Standards Committee Establishing New Standards
Help Desk Institute (HDI) announced that the second meeting of the HDI Site Certification Standards Committee included members from the US, Canada, Europe, and Japan. This group has established a consensus on the framework and methodology for how to measure quality for support centers. HDI's standards committee is committed to building an open industry standard, that will be defensible and compatible when viewed, by existing international standards bodies, including: Malcolm Baldrige National Quality Awards, ISO 9000 standards, ITIL, and the European Foundation for Quality Management. (Read More)

VerticalNet and Net Effect Introduce Live Online Help
Net Effect and VerticalNet, Inc. announced the upcoming launch of Live Help service on select VerticalNet® community sites. Visitors will have real-time online access to VerticalNet agents available to help answer questions and facilitate transactions. The Live Help service will be available to visitors in both auctions and e-Commerce Centers of a number of VerticalNet's trading communities. (Read More)

Remedy Delivers 80th Installation of Rapid Help Desk Implementation
Remedy Corp. announced that its Remedy Rapid Results(TM) program for fast, guaranteed Remedy Help Desk(TM) implementations has more than 80 installations have been completed on time and are fully operational. Customers are guaranteed their Remedy Help Desks will be up and running within 15 days or less.

New This Week From helpDESK Online
Barbara Czegel asks if Web self-help is worth the effort, Tracy Wetjen explains why sales and support professionals should forge a common bond, and Jay Trudeau reminds you that you are more than an electronic custodian. (Read More)

NetDialog and Eggrock Team
NetDialog announced today an alliance with Eggrock Partners, a systems integration firm. Together, netDialog and Eggrock will implement personalized e-service solutions for e-businesses with netDialogs's OCM System(tm) for e-service, and Eggrock Partners' professional service Organization. NetDialog also announced that Randy Atherton, formerly of Tumbleweed Communications, has been hired as vice president of sales.

Saatchi & Saatchi Commences Rollout of ApplixEnterprise CRM
Saatchi and Saatchi, one of the largest advertising agencies, has selected Applix's Enterprise CRM software to manage its new business leads on a global scale. The system will enable all account staff responsible for new business to view sales activity in other geographies. This will enable them to uncover cross-selling opportunities, avoid client conflicts and share sales and marketing materials, including new business presentations. 152 offices in 92 countries plan to deploy the solution scheduled to go live in November 1999 at Saatchi and Saatchi's London office.

Tivoli Service Desk 6.0 Now Available
Tivoli Systems Inc. announced the general availability of Tivoli Service Desk 6.0, Tivoli's solution for providing centralized control over IT service level management. Tivoli Service Desk gives IT organizations the ability to link back-office IT management processes with front-office IT service delivery. Tivoli Service Desk is a component of Tivoli's Customer Service Assurance initiative that focuses on helping companies map service level agreements to business goals and initiatives.

eLoyalty Promotes Eight to Vice President
eLoyalty announced it promoted eight employees. Mark Berry, Martin Dixon-Tyrer, Barry Evans, John Klustner, Kathy Novak-Johnson, Kenneth Olson, Millie Ortiz, Thomas Ryan and Tom Schmidt, have all been promoted to vice president. With these promotions, eLoyalty now has 95 vice presidents.