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RealMarket Live! - Webcasts ON DEMAND |
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"Making the Contact Center, Back Office Connection"
Companies are beginning to understand the relationship between their contact centers and back office operations like order entry, order fulfillment, and billing among others. They are looking at the root-cause of what is driving call volumes, and in many cases have found errors in their own back office operations! Because of this they are extending the quality assurance concept that has been in their contact centers for some time now to the back office with dramatic results. Learn how you can do the same thing.
(Listen Now)
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Must-Hear for:
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Contact center manager, chief customer officiers, business process specialists
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What you will learn:
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How to improve corporate efficiencies while optimizing customer service.
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Featured Expert(s):
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Oscar Alban, Principal, Market Consultant, Witness Systems
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Archive
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syndicate RealMarket Live! on your web site |
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Kintera Acquires Kamtech Information Systems
Kintera announced that it has acquired Kamtech Information Systems. Kamtech's wealth screening solutions will complement and expand the breadth of data mining and prospect identification technologies provided to the nonprofit sector by Prospect Information Network (P!N), a service of Kintera.
iPhrase And KnowledgeBase Solutions Join Forces To Deliver Content Authoring
iPhrase Technologies and KnowledgeBase Solutions announced a relationship that enables integrated content creation for OneStep customer and agent portals. The new knowledge management solution provides iPhrase customers with capabilities for enhanced content authoring and workflow management in addition to its proven search and navigation technology. (about Knowledge Base Solutions)
Landmark eService Study Email Response Study
In the first of its State-of-eService Benchmarking Series, BenchmarkPortal found that the majority of even the largest companies in the US and Canada are failing to respond to emails with high-value purchase intent, and are missing out on revenue opportunities. Conducted in July 2004, this research is the first of a series of eService benchmarking studies, sponsored by eGain Communications. (about eGain)
3,000 American Call Centers To Be Extinct By 2008
Call center numbers and agent positions in the United States are to take tumble according to new research by independent market analysis firm Datamonitor. The report, The Vertical Guide to Contact Centers in North America to 2008, says that Canada will be the major benefactor of America's loss. The United States currently houses 2.86 million agent positions (APs) in 50,600 call centers. By 2008, Datamonitor expects this to shrink to 2.72 million APs spread through 47,500 call centers.
Offshoring White Paper Now Available On The Primary Matters Website
This paper outlines the challenges and benefits of offshore outsourcing and was skillfully written by M.M. "Sath" Sathyanarayan, author of the book "Offshore Development and Technical Support- Proven Strategies and Tactics for Success", and president of Global Development Consulting. (about Primary Matters)
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Required Reading |
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Mission-Critical Email Customer Service: Ten Best Practices for Success
Email has become one of the most favored channels for customer service and support because of its low cost, convenience and ease of use. However, the quality and responsiveness of customer service through this channel is extremely low. In fact, a recent 2004 study conducted by Benchmark Portal and sponsored by eGain, showed that 40% of nearly 300 companies with over $250M in annual revenue, based in the US and Canada, did not even respond to customer emails that conveyed a strong intent to purchase a high-value product or service.
(eGain)
more >>
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Archive of past Required Reading articles |
Nonprofit Home Healthcare Agency Links Nine Regional Offices With Avaya IP Telephony Solution
The Visiting Nurse Service of New York has selected an IP telephony solution from Avaya. The solution enables VNS-NY to link nine regional offices, improve emergency response capabilities and save $250,000 a year in communication costs.
TISCOR Releases Innovative File Track Software
Brady/TISCOR announced that its mobile file tracking software called File Track has been released as part of the company's new TRACK Pak product line. File Track is a computerized system used to record the movement of files at organizations such as law firms, courthouses, insurance companies and doctors offices. The software system is designed to eliminate misplaced files and improve accuracy and productivity in the office environment. To use the solution, files are labeled with individualized bar codes and the software is installed onto hand-held computers.
AMCORE Financial Selects Event Based Marketing Solution from Synapse Technology
Synapse Technology announced that AMCORE Financial, a $4.6 billion mid-western bank has chosen SynapseDDM as a key element in their program to strengthen their relationships with customers. SynapseDDM uses long-term transaction behavior to identify and provide retention and cross-sell opportunities. The system leverages the Synapse Transaction Behavior Marketing methodology to interpret and compare current behavior to that specific customer's historical behavior.
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| Stock Index |
| RealMarket |
35.09
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-0.55%
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| Stock Index: | Tell me more |
| Dow Jones | 10,173.41 | -0.08% |
| Nasdaq | 1,852.92 | -0.42% |
| S&P 500 | 1,105.09 | 0.01% |
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| Amdocs | 19.93 | -.23 |
| APAC | 1.65 | .00 |
| Apropos | 3.15 | -.20 |
| Ask Jeeves | 26.90 | -.77 |
| Aspect | 8.24 | .33 |
| Astea | 5.95 | -.18 |
| ATG | .98 | .01 |
| AVAYA | 12.98 | -.13 |
| Blue Martini | 2.79 | -.15 |
| Broadvision | 2.83 | .00 |
| chinadotcom | 4.35 | -.04 |
| Chordiant | 2.80 | -.08 |
| ClickSoftware | 1.36 | .01 |
| Convergys | 13.89 | -.22 |
| E.piphany | 3.83 | -.04 |
| eLoyalty | 5.73 | .21 |
| Epicor | 10.53 | -.48 |
| eOn | 1.09 | -.04 |
| Firstwave | 1.30 | -.10 |
| HP | 18.19 | .09 |
| ICT Group | 7.53 | .08 |
| Interact Intell | 3.84 | .31 |
| Interv Brite | 9.03 | -.17 |
| KANA | 1.52 | -.08 |
| LivePerson | 2.65 | -.08 |
| Motive | 10.43 | .58 |
| NCR | 45.20 | .70 |
| NICE | 19.83 | -.49 |
| Nortel Networks | 3.91 | -.10 |
| Onyx Software | 3.35 | .10 |
| Oracle | 10.23 | -.17 |
| Pegasystems | 6.51 | -.12 |
| PeopleSoft | 17.25 | -.08 |
| Primus | 1.18 | .02 |
| Rainmaker | 1.75 | .16 |
| RightNow | 9.42 | .72 |
| salesforce.com | 12.90 | -.06 |
| SAP | 37.16 | .33 |
| Selectica | 3.81 | -.03 |
| Sento | 6.36 | .04 |
| ServiceWare | .44 | .00 |
| Siebel | 7.74 | -.10 |
| Sitel | 2.22 | -.07 |
| SPSS | 14.80 | -.20 |
| SupportSoft | 10.16 | .00 |
| Sykes | 4.79 | -.25 |
| Tekelec | 18.05 | -.73 |
| Teletech | 8.25 | .08 |
| Verint | 31.07 | -.25 |
| Vignette | 1.18 | -.05 |
| ViryaNet | 2.30 | -.07 |
| West Tel | 25.97 | -.54 |
| Witness | 13.65 | -.25 |
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| As of close
08/26/04
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Call for Entries
Call for User Judges
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