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  "Delivering Actionable Learning to Contact Center Agents"    Today's customer sales/service representatives (CSRs) receive more sophisticated inquiries that require thorough new hire training, as well as ongoing education. The fast-paced contact center environment requires new and existing agents to learn critical skills efficiently so they can be productive CSRs in the contact center. Industry experts project that within the next few years the predominant method of ongoing agent training will be individualized computer-based learning. Balancing the right amount of e-Learning with classroom training is key for the success of contact centers, as well as the professional development of agents. To determine this balance, contact centers need a system to evaluate the performance of their agents and their centers, so they can blend e-Learning with classroom training appropriately to serve and educate their agents effectively. (Listen Now)
 
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Motive Announces Initial Public Offering
Motive announced its initial public offering of 5,000,000 shares of common stock at a price of $10.00 per share. In addition, Motive and a selling stockholder have granted the underwriters a 30-day option to purchase up to an additional 750,000 shares of common stock to cover over-allotments. The shares are listed on The Nasdaq National Market under the symbol 'MOTV' and began trading on Friday, June 25, 2004.

SAP Delivers Rapid Installer for the SAP NetWeaver
SAP introduced SAP NetWeaver Rapid Installer, a new tool created to help customers expedite and simplify the implementation and administration of the SAP NetWeaver platform. Now available in its first stage, SAP NetWeaver Rapid Installer can help customers cut SAP NetWeaver front-end component implementation time from days to hours.

Fair Isaac Improves Blaze Advisor Rules Management
Fair Isaac Corporation announced release 5.5 of Blaze Advisor rules management technology. Fair Isaac Blaze Advisor is a software package that allows design, deployment, execution, and maintenance of business rules as part of an automated business application. The new release adds Fair Isaac's established scorecard modeling capabilities to the product, along with support for rule tests against data set statistics. The additional features allow customers to more quickly and easily create and modify powerful automated decision processes.

Antepo Launches Enterprise IM Client For BlackBerry
Antepo announced the availability of a new BlackBerry add-on client to OPN System, the company's client-server EIM solution. The BlackBerry client extends enterprise connectivity to mobile executives using BlackBerry Wireless Handhelds, offering access to OPN System's instant messaging capabilities while in meetings or on the move. OPN System is the first EIM solution on the market to support interoperability between all XMPP and SIP/SIMPLE standards-based systems, enabling real-time communications across any IM network.

Netsuite Announces 1000th Ecommerce Customer
NetSuite announced signing up the 1000th ecommerce customer utilizing NetSuite to tie website/Web store operations with front- and back-office processes. Designed and built as part of NetSuite, NetCommerce enables companies to transact business on the Web while automatically linking into internal customer relationship management, financial and warehouse systems.   (about NetSuite)

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Cutting Remote Access Costs in the Enterprise    Companies with growing mobile workforces can gain strategic advantage by adopting a managed services model to enable convenient-yet-secure remote access by travelers, teleworkers and day extenders. more >>
 
Archive of past Required Reading articles

CosmoCom Signs Alliance Agreement with Lenovo Group
CosmoCom announced that CosmoCall Universe will be sold in China by Lenovo Group. Lenovo is marketing the technology under its established brand name in China and has already won a call center project for Beijing Rural Credit Cooperatives. Lenovo selected CosmoCom as the best technology to address the call center market in China. To support Lenovo's objective of leading this market, CosmoCom will expand its own presence in China.

BroadVision Signs Five-Year Deal With O2
BroadVision announced that O2 has signed a multi-million dollar, five-year contract for the delivery of its entire sales channel on BroadVision's commerce platform. O2 chose BroadVision in order to rationalize and consolidate all of its online and offline UK channels onto a single platform to provide a catalogue of products and services with consistent pricing.

Choice Hotels Uses Business Objects
Business Objects and an IBM business partner announced that Choice Hotels International has selected Business Objects solutions to assist in accessing and analyzing data for its 5,000 franchise hotels. In addition, Choice Hotels plans to provide executives with access to key performance indicators regarding revenue, room rates, and occupancy figures on a daily basis via a customized dashboard powered by BusinessObjects Dashboard Manager.

Rockwell FirstPoint Contact Supports Presidential Classroom with Scholarships
Rockwell FirstPoint Contact announced it is sponsoring eight high school students from metro Chicago to attend Presidential Classroom during its summer sessions. Presidential Classroom enables participants to observe the federal government at work, witness the development of public policy and explore the roles of citizens, lawmakers, experts, associations and businesses in a democratic setting. Presidential Classroom takes students behind the scenes of the United States Capitol for seminars and discussions featuring members of Congress, presidential appointees, journalists, military leaders and other Washington insiders and names in the news.   (about Rockwell FirstPoint Contact)

Kitty Hawk Cargo Chooses Nuasis
Nuasis announced that Kitty Hawk Cargo has selected the Nuasis Pure IP NuContact Center for its contact center operation in Indiana. Kitty Hawk will use the Nuasis NuContact Center as its primary point of contact in its Fort Wayne customer service center, which is responsible for all flight bookings, cargo tracking and billing.

 
 
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