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8/25/05 - Stalking Farmers
Yesterday we talked about the nurturing hunter, a person that can hunt and acquire new customers by utilizing relationship nurturing skills. So does the reverse apply as well?
Can a farmer that is wired to nurture a customer relationship also possess the hunter's skill of finding and acquiring new clients? We have often heard that some people are incredible customer advocates but just not comfortable "asking for the order." Call center managers tell us that the type of person they hire for outbound calling is different than inbound calls.
So while one might prefer a farmer that can land the new client, many farmers may be quite valuable even if they lack any hunting skills whatsoever. Do you agree?
Gary Lemke, Publisher
(Share your thoughts)
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TODAY'S NEWS (more)
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Primary Matters releases a new White Paper titled "On-Premise vs. Hosted Contact Center Solutions: What you Don't Know...Can Hurt". This paper compares the impact of obtaining an on-premise technology infrastructure with opting for a hosted environment.
Delivra unveiled Lyris ListManager 8.8 which enables companies to deliver permission based email, while simplifying once complex marketing activities. New services include providing vital stats and trends in attractive graphs and charts, as well as the number of opt-outs per mailing, administrator audits and easy export of mailing metrics to other applications.
NetVision has deployed solutions from Nortel for its new contact centres to deliver accurate, prompt service to its business customers and consumers nationwide. NetVision's new contact centre systems are making it possible for the company to respond quickly to customer inquiries by promptly routing them to the most appropriate of its 300 service agents with pop-up screens of account information to personalize assistance.
Extraprise announced that it has closed a $5.1 million financing round to expand its marketing services business and accelerate development of its Insight-to-Interaction hosted platform. The round includes venture investors Brentwood Ventures, Candover Investments, Commonwealth Capital Ventures, Flagship Ventures, High Street Partners, LightSpeed Ventures, MeriTech Capital Partners, The Productivity Fund, and individual investors.
MicroStrategy announced expanded integration with SAP NetWeaver in its latest release of MicroStrategy 8. With this release, business users can further leverage their existing SAP investments to report on, analyze, and monitor data contained in SAP Business Information Warehouse (BW).
Gryphon Networks announced that it is providing a compliance and productivity management solution to RBC Mortgage. RBC Mortgage is using Call Advisor, Gryphon Networks' flagship Do-Not-Call and productivity management solution, designed for businesses with active sales organizations that rely on outbound calling to reach customers.
In the past few years, organizations with contact centers have been at risk of a multi-million dollar exposure due to a phenomenon known as Katz telecom licensing fees. To help educate enterprises regarding their options in this area the Opus Group announced the availability of a white paper that describes the benefits of performing a telecom Operational Analysis after receiving a so-called "Katz letter."
CosmoCom announced the expansion of its EcoCosm Program for consultants and channel partners with the launch of two new extranet sites, one for the community of call center consultants, and one for authorized CosmoCom partners including value added resellers (VARs), system integrators and service providers.
Astea released financial results for the second quarter of 2005. Net profit for the second quarter was $650,000 or $.22 per share, compared to $309,000 or $.11 per share for the same period in 2004.
The Association for Services Management International (AFSMI) announced that its upcoming World Conference-the 35th S-Business Education Summit and Expo-which is being held October 9-12 at the Gaylord Opryland Resort and Convention Center in Nashville, Tennessee, will include sessions covering the new Field Service Practices (FSP) and Professional Service Practices (PSP) Certification programs.
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 FEATURE WEBCAST (more) |
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"Business Value in VoIP Recording"
Greg Sherry, Director, Marketing and Business Development, Witness Systems
With the emergence of new technologies, companies are interacting with their customers in new and different ways. It's now inevitable that VoIP will be deployed in call centers of all sizes - and businesses of all types. Recording VoIP interactions is less expensive than recording interactions via traditional phone switches. More importantly, the business value of recording VoIP interactions can also be more substantial since business and workforce optimization efforts can impact customer service groups, but also sales, marketing, back office operations, services groups and other related business areas. Listen to understand the business drivers that make recording VoIP interactions a compelling proposition and discover how companies have discovered real value in VoIP interaction recording.
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| CRMAdvocate Stock Index |
| CRMSI | 38.94 |  | -0.58% |
| Dow Jones | 10,434.87 | | -0.81% |
| Nasdaq | 2,128.91 | | -0.39% |
| S&P 500 | 1,209.59 | | -0.66% |
| Top Gainers |
| SPSS | 21.88 |  | 0.32 |
| ICT Group | 12 | | 0.15 |
| Interact Intell | 5.49 | | 0.09 |
| Top Losers |
| NICE | 45.59 | | -1.09 |
| Amdocs | 29 | | -0.75 |
| NCR | 34.97 | | -0.53 |
| Complete Stock Index |
| As of close 08/24/05 | |
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 Case Studies (more)
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Witness Helps 4 Wheel Parts - By deploying eQuality ContactStore for IP within its Cisco converged voice and data environment, 4 Wheel Parts has been able to achieve the following results * Increased agent monitoring efficiency by 30 percent * Increased sales and order volume by eight percent * Enhanced training and development program.(Witness Systems)
|  | | Opalis Software Uses CRM and Reduces Time Per Transaction - To gain clarity into their own business, learn more about their customers, and improve the way departments interact with each other and with customers, Rob Tavares, Vice President of Sales, Opalis Software, invested in a customer relationship management (CRM) system and integrated it with existing technologies, like Intuit's QuickBooks.(Maximizer Software)
| | | Carlson Marketing Group With IEX - Within six months of implementing IEX Carlson Marketing had already seen a service level increase of nearly 10 percent.(IEX Corporation, a Tekelec Company)
| | | Stellar Call Centres Improves Operational Effeciency - With Verint' ULTRA suite of Contact Center Actionable Intelligence Solutions, Stellar Call Centers increased the effectiveness of its quality management program, improved operational efficiency and enhanced the value of its offerings. This has translated into better service for customers and a sharper competitive advantage.(Verint Systems)
| | | MEDEX Global Group With Epicor - MEDEX needed a CRM system with integration capabilities to enable sharing of information across the organization. They found their solution in Epicor Clientele CRM.NET and can now share detailed contract and service information, have improved flexibility in adapting to growth and changing business processes through Web services architecture, and the ability to create HIPAA (Health Insurance Portability and Accountability Act) compliant reporting.(Epicor Software Corporation)
| | | Carlson Hospitality Worldwide with IEX - In the first year, CHW said it eliminated 1,000 hours of shrinkage per month and reduced labor costs by 8 percent. Manual processes were automated and cycle time was reduced.(IEX Corporation, a Tekelec Company)
| | | Carlson Marketing Group With IEX - Within six months of implementing IEX Carlson Marketing had already seen a service level increase of nearly 10 percent.(IEX Corporation, a Tekelec Company)
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"OUR TAKE"