var quote = new Array()

//list the quotes
quote[0]="<i>\"Evidence gathered from Gartner clients indicates that the absence of collaborative case management tools, applications and processes drives up service costs by 12 percent to 20 percent, as well as inhibiting upsell and cross-selling opportunities.\"<\/i> <br><br> <span class=\"quotesName\">Gartner Research Note<br>M. Moaz, E. Kolsky, <br>January 2003<\/span>"
quote[1]="<i>\"Industry wide, 46 percent of all cases are not closed at first customer contact. As the complexity of the product support increases the first call closure rate drops to 40 percent. With each case that is not closed at first contact the cost to the support organization grows considerably in terms of resources expended and customer dissatisfaction.\"<\/i> <br><br> <span class=\"quotesName\">\"The Support Industry Benchmark Study\" <br>Tom Sweeny, Director SSPA Research, <br><a href=\"http://www.thesspa.com\" target=\"_blank\">www.thesspa.com<\/a><\/span>"
quote[2]="<i>\"If a case is not closed within one day the average time to complete the support transaction lifecycle is 5 days.\"<\/i> <br><br> <span class=\"quotesName\">\"The Lifecycle of a Support Transaction\" <br>Tom Sweeny, Director SSPA Research, <br><a href=\"http://www.thesspa.com\" target=\"_blank\">www.thesspa.com<\/a><\/span>"
quote[3]="<i>\"When accountability is taken as an institutional directive across organizations within a company, the approach to support becomes more effective and support ceases to be thought of in a simplistic \"after-market\" fashion; it becomes a force for achieving true customer loyalty.\"<\/i> <br><br> <span class=\"quotesName\">Gartner \"Infrastructure Support Services Market Trends and Forecast,\"<br>January 22, 2002<\/span>"
quote[4]="<i>\"Technology solutions such as ePeople's Teamwork tackle the knowledge engineering bottleneck - the inability to capture real-time human expertise in an cost-effective way\"<\/i> <br><br> <span class=\"quotesName\">Gartner<br>April 17, 2003<\/span>"

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