ADVISORY/Witness Systems Joins ERUdyne to Address Global Customer Care and Contact Center Trends at Fairfield University Tuesday, June 4, 2002.

News/Assignment Editors and Technology Writers

ADVISORY...for Tuesday (June 4)

--(BUSINESS WIRE)

      WHAT: Join leading industry experts as they address how to
        effectively and efficiently integrate the customer care
        function across global boundaries at the "GLOBAL CUSTOMER
        CARE: Critical Issues for 2002 and Beyond" executive panel
        presentation. Designed to focus on global customer care, the
        session will be sponsored by Witness Systems and presented by
        ERUdyne and the Leadership Center at Fairfield University.

          Oscar Alban, principal market consultant for Witness Systems,
        along with other professionals in the market, will share his
        knowledge and demonstrate how companies and their contact
        centers can enhance the customer care function through
        customer acquisition, loyalty and retention strategies. The
        session also will provide guidelines and best practices for
        developing an effective customer care program and address how
        cross-cultural issues can derail even the best programs if
        left un-addressed.

          Ideal for senior managers responsible for customer care, sales,
        marketing, human resources, IT, and operations, the panel
        presentation will focus on a variety of aspects associated
        with global customer service, including contact center
        performance and on-line procurement technologies, human
        capital management, and emerging industry trends. Attendees
        will gain practical advise on how to achieve an integrated
        approach to servicing global customers by better understanding
        the cross-cultural issues that can severely disrupt even the
        best support strategies for acquiring and retaining customers.

      WHO: Oscar A. Alban, Principal Market Consultant, Witness Systems
         Daria I. Novak, President, ERUdyne
         Stan Lepeak, Senior Director, Content and Research, Elance

      WHEN: Tuesday, June 4, 2002
          7:45 a.m. to 12:30 p.m.

      WHERE: Fairfield University, Dolan School of Business
           1073 North Benson Road, Fairfield, Conn.

      TO  REGISTER: For more information and to register, contact Janice
        Miles Dunn at the Leadership Center at Fairfield University
        (203.254.4160; [e-mail]), or Suzanne Novak at
        ERUdyne, LLC (203.318.8200; [e-mail]).

      MEDIA CONTACT: Anne Patton, Witness Systems 770.754.8656;
        [e-mail]