 OUR TAKE -
A Call for Transparency
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 | Recent Editions of CRMAdvocate
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| Lasting Impressions:
You don't have to specialize - do everything that you love and then, at some time, the future will come together for you in some form.
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Francis Ford Coppola
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In the last few weeks, we have explored the idea of a transparency policy. And it was aptly pointed out that if CRMAdvocate is going to talk about transparency policies, it should have one - see ouch!.
We've been working on a CRMAdvocate transparency policy to share with you. Concurrently, we want you to share your ideas and best practices. We have received a few great contributions but, quite frankly, I would have thought we would have received more.
I feel the passion many of you, as customer advocates, have for doing the right thing with regard to the customer experience. So again, let me encourage you to collaborate. Please take a moment to share you ideas for transparency.
That's my take. Do you agree? What's `your take?
Gary Lemke, Publisher
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| Stock Ticker |
| NetSuite | 12.1 |  | 0.3 |
| Jacada | 2.3 | | 0 |
| Chordiant | 4.24 | | 0 |
| HP | 36 | | 0 |
| SupportSoft | 2.25 | | 0 |
| Vignette | 12.97 | | 0 |
| Selectica | 0.41 | | 0 |
| Unica | 4.65 | | 0 |
| Salesforce | 39.78 | | 0 |
| SPSS | 34.37 | | 0 |
| Tekelc | 16.62 | | 0 |
| Oracle | 19.92 | | 0 |
| Sykes | 17.11 | | 0 |
| Interactive | 13.55 | | 0 |
| NICE | 23.98 | | 0 |
| RightNow | 9.34 | | 0 |
| Teletech | 12.64 | | 0 |
| SAP | 43.94 | | 0 |
| LivePerson | 3.34 | | 0 |
| NCR | 11.39 | | 0 |
| ATG | 3.81 | | 0 |
| eLoyalty | 7.53 | | 0 |
| ICT | 9.01 | | 0 |
| APAC | 6.25 | | 0 |
| Amdocs | 22.45 | | 0 |
| Convergys | 9.21 | | 0 |
| ClickSoftware | 4.16 | | 0 |
| Pegasystems | 27 | | 0 |
| Astea | 2.8 | | 0 |
| CDC | 1.7 | | 0 |
| Rainmaker | 1.3 | | 0 |
| Epicor | 5.2 | | 0 |
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As of 4:00 p.m. on 6/1/09 |
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 NEW IN CRM
News: NewWave Streamlines Triple-Play Support and New Service Delivery
NewWave Communications, a regional cable, broadband, and telephony provider, has expanded its contract with Convergys to increase and enhance the services it provides its customers. The expanded contract includes implementing a multiple channel, single billing solution and Intervoice [R] IP Contact Center (IPCC). Under the agreement, which runs through 2014, Convergys will implement a single billing solution supporting NewWave’s cable, broadband, and telephony customers. This new solution will consolidate provisioning, rating, billing, and customer care for all services on a single platform, allowing NewWave to create compelling service bundles including cross-service discounts, and streamline the order entry and customer care process. (Convergys
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Article: Customer Experience Leaders Break Out of Boom and Bust Cycle
A sense of paralyzing helplessness seems to be spreading throughout the corporate world. Budgets are being cuts and people made redundant. Lean is king. Sound familiar? Believe it or not, not to everyone! Every year Strativity Group conducts a Customer Experience Management (CEM) Benchmark Study among executives worldwide. This year, the study's 869 respondents reflected the state of affairs in their organizations in light of the economic difficulties and the uncertainty enveloping us all. While the majority was, as expected, withdrawing or reducing overall investments and their commitment to customers, a surprising select group of organizations decided to play a different game.(CustomerThink
)
Join the ATG Webinar June 3, 2009:
Live Help - The Power of Click to Call and Click to Chat
New data proves that offering both Click to Call and Click to Chat on your Website is the best approach to maximize online sales and retention. But how should you get started? Would you benefit most from starting with live voice help or live chat? What "mix" of voice and chat makes sense for your business?
In this presentation, you will gain an understanding of:- Live Help: What it is, how it works and how it can lift online revenue
- Myths: Three false claims about live help - debunked!
- Getting Started: Why starting with click to call may be your best path to success
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News: Community 3.5 Workforce Management Makes Market Debut
The WorkForce Management Software Group provided more details on the new 3.5 release of Community workforce management. Users can now make drag and drop schedule changes through the web browser speeding the intraday exception and management process for supervisors and schedulers. Community delivers an array of cost saving contact center forecasting and schedule optimization features allowing users to optimize schedules. Community is also available from resellers Verizon Business, Voice Data Systems, Five9 and Upstream Works. (WorkForce Management Software Group
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News: Envision Launches InteractionIQ to Search & Analyze Speech Data
Envision Telephony announced the launch and immediate availability of a right-sized speech analytics solution that simplifies the processing, search and reporting of speech data from within audio recordings. With Envision InteractionIQ, contact center and enterprise management can incorporate speech data into the WFO analysis equation to meet specific agent, center and business performance objectives. Key product features include processing filter that focuses processing power on the most pertinent and relevant interactions and the ability to set-up “saved searches” to have only filtered recordings including specific voice data delivered to an inbox to expedite review.(Envision
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Article: Marketers Need Technology to Step Up
According to a recent report by Forrester research, the marketing and technology relationship has "soured" in the last two years, after four years of gradual improvement from "dysfunctional" to "adequate" since the firm began tracking it in 2002. Despite the obvious need for a strong partnership, the two departments struggle with even the ability to communicate in a meaningful way. In fact, marketers ranked technology as among the least competent departments in their company, second only to advertising agencies. To order to make the most of customer insight and ultimately improve the customer experience, however, will require the two to overcome their differences.(DestinationCRM
)
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