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11/17/06 - A Webcast Worth Your Time
Yesterday, I shared with you the "on demand" feature of our webcast program allowing you to view them at your convenience rather than at our convenience. Since we have produced hundreds of CRM webcasts, we also have learned that the majority of our audience prefers the interview style akin to a talk show rather than a traditional PowerPoint presentation.
Today, I want to tell you more about the current webcast entitled, "Optimizing the Customer Experience for Web Self-Service." Listeners have ranked this webcast higher than any other CRMAdvocate webcast of the last two years. It features two of the most renowned experts in the field of Web Self-Service and it offers hard earned advice on how to do web self-service right.
If you are interested in avoiding the top ten mistakes in web self-service, learning best practices for user adoption, and understanding how organizations like eBay, Merrill Lynch, and Business Objects have made it a reality, I encourage you to invest 45 minutes listening to this webcast. After you do, tell me if you agree that this webcast is a real winner.
Gary Lemke, Publisher
(Share your thoughts)
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TOP NEWS OF THE WEEK (more)
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Amdocs released results of a survey looking at the communications industry trends in the U.S. and U.K. in 2007. Based on the responses of 200 industry decision makers in the telecom, cable and satellite industries, Amdocs forecasts service providers will significantly increase investment in customer service, network infrastructure and IP-based services, as well as build their digital content offerings.
Comergent announced Release 7.1 of its Comergent eBusiness System to support the emerging Business-to-Everyone (B2E) sales model. This new release enables enterprises to automate their B2B and B2C sales models with integration of web, phone or in-person interaction - either direct to customers or through reseller, channel or distribution partners.
Entellium announced the pre-order availability of Rave CRM, a sales optimization solution geared toward helping independent sales professionals and small businesses sell more effectively.
Avaya announced it has acquired Traverse Networks, a privately held developer of enterprise mobility solutions for unified communications, based in Fremont, Calif.
GMT announced its newest GMT Planet, version 9.5, which extends the functionality of its workforce optimization system. The new enhancements include an agile staffing decision support tool, support for shift bidding and tour-based scheduling, as well as a new business modeling function that enables customers to further streamline business operations, reduce costs, and improve customer service throughout the enterprise.
Intervoice announced the general availability of its voice banking application with both speech and touchtone options. Intervoice Banking 3.0 offers a speech-enabled application that delivers a personalized voice self-service experience.
Witness announced its Impact 360 Workforce Optimization for Retail Financial Services solution and features software and services dedicated to the retail financial services market - uniting such functions as workforce management, quality analysis, performance management and eLearning.
Visitar announced key enhancements to its 360° Care viaVisitar solution. The new version includes enhancements in CRM and customer interaction functionality, the user-driven configuration model, and the technology platform.
HDI has announced several important updates to its training and certification offerings for IT service and support professionals. HDI has updated its international certification standards to incorporate STI Knowledge's best practices. In support of these updated standards, HDI has released two new courses and certifications.
Pegasystems announced IBM will be unveiling its new banking contact center offering featuring Pegasystems' rules-based BPM platform at the BAI Retail Delivery Conference & Expo. The IBM Service to Sales Transformation offering is designed to bring together IBM's consulting services with telephony, Business Rules and Process Management, analytics and portal technologies within a SOA environment to drive sales growth through the customer service channel and enhance customer loyalty.
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 FEATURE WEBCAST (more) |
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"Optimizing the Customer Experience for Web Self-Service "
Allen Bonde, Senior VP, Strategy & Marketing, eVergance
Customers want - and have come to expect - great service. But, when it comes to self-service, many sites are still offering only static search and simple FAQs... with poor customer satisfaction and high escalation rates as a result. Get expert advice from self-service guru Allen Bonde and KNOVA Software CTO Mark Angel as they explore new ways to create an online self-service experience that cuts costs and delights customers with personalization and efficient resolution. You'll learn how to align business and user needs, drive adoption and measure the impact of your solution via targeted self-service metrics.
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 Research Notes (more)
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 White Papers (more)
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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)
|  | | Defining CEM - When 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 worldwide 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)
| | | 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 corporate objectives are being met and identifying where change is required.(DMG Consulting)
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 Case Studies (more)
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AFLAC Increases Efficiency With etalk - AFLAC purchased e-talk Recorder and etalk Advisor. The integrated system enables call center supervisors to set up automatic recording times based on a specialist's schedule, something that was impossible with the old completely manual system.(etalk)
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February 26-28, 2007: Linkage Strategies 2007 - Finally, the one event highlighting the entire customer feedback continuum - from collection to analysis to action - and how to WOW your customers every step of the way. Hear action-oriented perspectives to help you do your job better, faster and smarter from executives in leading organizations including: Wachovia, Hewlett-Packard, Oakland A's, Roche Diagnostic¸ Motorola, Inc., JetBlue Airways¸ American Girl, Bank of America, Kraft Foods¸ CA, Inc.¸ Fairmont Hotels & Resorts, Allstate Insurance, UBS Financial Services, FedEx, PGA Tour, GlaxoSmithKline, 3M, HSN, and many more
| | | Jan. 22 - 24, 2007: Mobile Customer Retention & Loyalty - This event will consider the changing nature of mobile customer loyalty in marketplaces around the world and equips operators with the tools and strategies needed to tackle churn. Features more operator case studies, interactive sessions, networking opportunities and innovative speakers from related industries sharing their experiences!
| | | February 21-21, 2007: Call Center Demo & Conference Miami - Whether February finds you in the middle of a Boston blizzard or cooler temps in Tennessee, Call Center Demo & Conference's exciting, new location - MIAMI - is sure to be an inviting change of scenery come late February.
| | | February 26-28, 2007: Linkage Strategies 2007 - Finally, the one event highlighting the entire customer feedback continuum - from collection to analysis to action - and how to WOW your customers every step of the way. Hear action-oriented perspectives to help you do your job better, faster and smarter from executives in leading organizations including: Wachovia, Hewlett-Packard, Oakland A's, Roche Diagnostic¸ Motorola, Inc., JetBlue Airways¸ American Girl, Bank of America, Kraft Foods¸ CA, Inc.¸ Fairmont Hotels & Resorts, Allstate Insurance, UBS Financial Services, FedEx, PGA Tour, GlaxoSmithKline, 3M, HSN, and many more
| | | May 21 - 23, 2007: Call Center Demo & Conference Dallas - This conference provides a 360-degree view of the factors affecting the contact center industry-from up-and-coming trends to the latest products and services on the market.
| | Sept. 10-12, 2007: ACCE 2007 - Annual Call Center Exhibition - Sept 10-12, 2007 - San Diego, CA
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| CRMAdvocate Stock Index |
| CRMSI | 59.76 |  | -0.43% |
| Dow Jones | 12,311.50 |  | 0.12% |
| Nasdaq | 2,440.35 | | -0.22% |
| S&P 500 | 1,398.99 | | -0.14% |
| Top Gainers |
| Witness | 18.45 | | 18.45 |
| Astea | 5.46 | | 0.62 |
| Convergys | 24.25 | | 0.61 |
| Top Losers |
| SPSS | 29.02 | | -0.67 |
| NICE | 31.51 | | -0.61 |
| salesforce.com | 41.74 | | -0.56 |
| Complete Stock Index |
| As of close 11/16/06 | |
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"OUR TAKE"
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