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10/27/05 - Benchmarking on the Cheap
One reader commented on benchmarking saying, "Cheap and free is very dangerous for benchmarking. Some of these online companies (some been around for years) providing free and low cost benchmarking services can not invest the time and effort to cleanse and normalize the data that is being submitted."
He goes on to say, "From a research perspective the data must be validated and that takes human interaction with the data. In a cheap and free offering there is little to no chance this occurs so the information submitted can be total garbage. As we all know garbage in, garbage out."
In past editions of this column, I've been discussing some of the pitfalls of benchmarking. The reader makes a good point that not all benchmarking figures are created equal nor valued equal. If the organization supplying benchmarking figures don't have much cost, you have to wonder if they have much value. Buyer beware.
Gary Lemke, Publisher
(Share your thoughts)
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TODAY'S NEWS (more)
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eOn Communications announced that it has signed a Memorandum of Understanding ("MOU") to sell its 54% interest in Cortelco Shanghai Telecom Equipment Company ("Cortelco Shanghai") to the 46% minority holder, Shanghai Fortune Telecommunication Technology Development Co. Ltd. ("Shanghai Fortune") and members of management of Cortelco Shanghai.
Silverpop announced on CNBC's "Wake Up Call" earlier this week the launch of its new RSSDirect solution, which gives businesses a new way to communicate with their customers. RSSDirect improves on RSS by transforming it from a broadcast, one-to-many communications medium into a targeted, one-to-one marketing channel.
RightNow announced it has signed an agreement with global systems integrator IHS Support Solutions to provide CRM implementation services to RightNow customers. IHS will provide a full range of services -- including consulting, integration, and business process optimization -- to RightNow customers worldwide.
UniPress announced that a large component of its 2,000-plus customers are using FootPrints 100% web-based service desk's built-in self-service online to expand their service delivery options for both customers and employees, enabling them to provide service and support 24/7 throughout the world.
IEX Corporation announced the winners of its IEXcellence Awards, which were presented at the 2005 EMEA TotalView Workforce Management User Conference held at the Queen Hotel in Chester (Oct. 18-20).
Sphere Communications announced an alliance with BroadSoft certifying SIP Trunking interoperability between the Sphericall IP PBX and BroadSoft's BroadWorks platform. SIP Trunking enables enterprise customers deploying IP PBX solutions to converge voice and data onto common all-IP connections.
Exstream Software announced that BISYS Retirement Services has chosen its Dialogue software to expand the company's ability to deliver customized retirement plan communications materials. With Dialogue, BISYS has the flexibility and robust capabilities necessary to meet critical business requirements for speed to market, cost effectiveness, and flexibility.
Siebel announced that M2 Communications has selected Siebel CRM OnDemand over Salesforce.com and other CRM providers as its CRM platform.
Witness announced financial results for the third quarter of 2005. Under generally accepted accounting principles (GAAP), third quarter revenue was a record $47.1 million and net income was $0.02 per share.
ViryaNet announced that Jackson Energy Authority has begun deploying ViryaNet Service Hub for Utilities.
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 FEATURE WEBCAST (more) |
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"From Tactical to Strategic: The Workforce Optimization Maturity Model"
Bill Durr, Principal Solutions Consultant, Witness Systems
Asking about the maturity of a contact center is certainly a delicate matter. But it is a question that has to be asked. In this webcast, we explore a maturity model that gives you new insights into your own organization and explores how you can make your contact center a change agent for the entire business. What you will hear will help you move from a tactical to strategic way of thinking, especially in the area of workforce optimization. So if you are dealing with the unprecedented pressures brought on by the Internet, hyper-competition, and voice over IP along with the familiar demands of cost-cutting and employee retention, this webcast is for you. Register now to receive your complimentary copy of Witness' latest white papers: "Reinvention of Workforce Management" and "Reinvention of Quality Monitoring."
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| CRMAdvocate Stock Index |
| CRMSI | 42.69 |  | -0.07% |
| Dow Jones | 10,344.98 | | -0.32% |
| Nasdaq | 2,100.05 | | -0.45% |
| S&P 500 | 1,191.38 | | -0.43% |
| Top Gainers |
| NICE | 42.92 |  | 1.66 |
| Sento | 5.33 | | 1.30 |
| salesforce.com | 25.45 | | 0.26 |
| Top Losers |
| Vignette | 16.65 | | -0.65 |
| NCR | 30.4 | | -0.58 |
| HP | 26.96 | | -0.52 |
| Complete Stock Index |
| As of close 10/26/05 | |
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 Case Studies (more)
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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)
|  | | Barrie Hydro Adds Energy to its Help Desk with LiveTime - The implementation of LiveTime Help Desk has allowed Barrie Hydro to benefit from built-in reporting.(LiveTime)
| | | Bank of America with IEX - Customer satisfaction scores have exceeded the bank associates goals as a result of using adherence scores as an incentive for identifying behavior that exceed team goals.(IEX Corporation, a Tekelec Company)
| | | 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)
| | | MessageOne Improves Salesforce.com with InsideScoop - Sales users are no longer spending time to copy and paste date into Salesforce.com. Instead, they get all the research they need for companies and contacts right at their fingertips.(InsideScoop, Salesforce.com)
| | | Prophet 2004, a Sales Opportunity Management Solution - After looking at sales management software including Prophet 2004, ACT! and custom development, Brandrud selected Prophet to help their sales organization establish a sales process for the first time in company history.(Avidian Technologies)
| | | LifeWay Improves Contact Center - Learn how the ULTRA suite of Contact Center Actionable Intelligence Solutions helped LifeWay improve agent performance, enhance customer experience, and increase revenue through cross-sell, up-sell and new products and services based on identified customer needs.(Verint Systems)
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"OUR TAKE"