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10/16/06 - Can You Color Outside the Lines?
"Ours is not an industry known for its ability to color outside the lines." At least according to Paul Stockford of Saddletree Research. I spoke with Paul a while ago and he shared that sentiment with regard to outsourcing strategies.
About six months ago, Paul wrote an article suggesting the establishment of contact centers on Native American Indian reservations and putting that population to work rather than sending more jobs to India and the Philippines. He reports that response to that particular article exceeded anything he had written in 13 years.
He has recently followed up the original article and shares a success story that you should now about. Read more at Return to the Rez: Indian Contact Centers Revisited.
Gary Lemke, Publisher
(Share your thoughts)
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TODAY'S NEWS (more)
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Microsoft announced it has acquired privately owned Colloquis, a provider of conversational online business solutions that feature natural language-processing technology. Microsoft will offer services based on Colloquis technology to businesses with online operations, as well as incorporating the technology into its own products.
ClientLogic and SITEL announced that they have entered into a definitive merger agreement. Under the terms of the agreement, a newly formed subsidiary of ClientLogic will merge with SITEL and pay $4.05 per share in cash for all of the outstanding common stock of SITEL.
eGain announced that Alliance & Leicester Commercial Bank, part of one of the UK's major financial services groups, has selected eGain Service to improve the customer service it provides to its customers on a 24x7 basis.
Onyx Software announced the controlled release of Onyx Version 6.0 (v6.0). Onyx v6.0 contains a variety of enhancements to core Onyx products, including Onyx Employee Portal (OEP), Onyx Process Manager, and Onyx Business Intelligence.
ATG and imc, an independent full-service digital marketing agency, entered into a partnership to provide growing retailers with the opportunity to move from home-grown e-commerce solutions to a platform that enables the development of more sophisticated, scalable online storefronts.
Oracle announced that Minute Men Staffing has implemented Oracle's PeopleSoft Enterprise applications. The implementation establishes a uniform platform to manage temporary staffing services, human resource outsourcing and enable future growth.
Talisma and salesforce.com announced the availability of Talisma Chat and Talisma Email for Salesforce Service & Support via AppExchange. Talisma Chat and Talisma Email, combined with Salesforce Service & Support, provide new interaction channels to service customer inquiries while providing real-time agent access to customer information stored in the system.
Witness Systems announced that Accor - one of the world's largest groups in travel, tourism and corporate services - received the DM Review "World Class Solution Award" for its implementation of Witness Systems' Impact 360 workforce optimization solution.
CRM Magazine has recognized FrontRange Solutions as a market leader in its 2006 CRM Market Awards. FrontRange GoldMine software is honored in the "Small Business Suite CRM" category for its broad range of CRM functions and immense customer following.
Intervoice announced that True Move will be enhancing its current voice solution with Intervoice Service Gateway to support its growing customer base of over five million subscribers, while lowering operational costs. True Move is using Intervoice's carrier-grade platforms to expand the company's existing voice portal to facilitate pre-paid mobile phone subscribers, Internet and WiFi users.
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| CRMAdvocate Stock Index |
| CRMSI | 55.96 |  | 0.67% |
| Dow Jones | 11,968.51 | | 0.34% |
| Nasdaq | 2,365.18 | | 0.53% |
| S&P 500 | 1,366.57 | | 0.24% |
| Top Gainers |
| NICE | 32.4 | | 1.46 |
| Interact Intell | 17.19 | | 1.11 |
| Sykes | 21.27 | | 0.77 |
| Top Losers |
| ICT Group | 34.02 |  | -1.03 |
| Witness | 17.31 | | -0.12 |
| Tekelec | 14.04 | | -0.10 |
| Complete Stock Index |
| As of close 10/13/06 | |
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 White Papers (more)
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Seven Actionable Tactics for Critical Contact Center Improvement - In this white paper, Tim Montgomery, founder of The Service Level Group and Certified Associate of the International Customer Management Institute (ICMI), shares a career worth of valuable research to help your organization take its contact center to a more customer-centric level.(etalk)
| | | A Strategic Guide to Self-Service for the IT Help Desk - Self-service support can be a make-or-break proposition. A self-service strategy that is properly developed, tested, implemented, and managed over time can add remarkable business value through saved costs and improved employee productivity.(Pete McGarahan)
| | | Contact Center Manager KPI Survival Guide - Contact center managers are confronted with volumes of data and dozens of reports generated by automated and manual systems and processes. They may have a surfeit of metrics, but lack the fundamental information needed to manage their operating environment. Too often contact centers have no way of systematically measuring and communicating how well internal and coprorate objectives are being met and identifying where change is required.(DMG Consulting)
| | | Defining CEM - Wen Joe Wheeler and Shaun Smith wrote "Managing the Customer Experience - turning customers into advocates" in 2001, they did not realize that it would help to stimulate a worldwirde interest in CEM that is growing all the time. For example, a 2005 Forrester survey found that 83% of executives considered customer experience to be more important than in the previous year. This year the figure is even higher. The question is why has CEM become such an issue for organizations.(GCCRM)
| | | Marketing Automation: The New Automation Frontier - Marketing, it's show time. Finance was automated in the 1960s, HR in the 1970s, manufacturing in the 1980s, and sales and customer service in the 1990s. This is the decade for marketing automation.(MarketingCentral)
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"OUR TAKE"