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1/8/08 - Living Both Inside and Outside the Box
I've started out the year with a suggested CRM resolution of not living in a box. Based on the proud words of an agent that was extremely sensitive and helpful, this resolution brings with it an attitude and a challenge to current perspectives. Consider this reader's response:
"I agree that Customer Experience is driven by the ability of our front line staff to meet the needs of callers. We try to talk about the difference between 'Doing the right thing' and 'Doing the thing right': When we 'Do the thing right', we are following procedures, following the script and along the way, meeting the average customer's needs appropriately. When we 'Do the right thing', we step outside procedure to meet the unusual need. The ratio of 'Do the thing right' to 'Do the right thing' may be 95/5, but knowing when to do each and being empowered to do each as appropriate, makes all the difference."
The reader eloquently points out there is a time and a place for living inside the box as well as outside the box. It is not a matter of one or the other. It's a matter of judgment and compassion. Do you agree?
Gary Lemke, Publisher
(Share your thoughts)
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TODAY'S NEWS (more)
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Autonomy announced that Inovis has used Autonomy's Intelligent Contact Center solutions to improve support staff training, resulting in a double digit increase of Level One Service request closures within a six-month period.
Oracle announced Oracle Fusion Middleware based integration between Oracle's PeopleSoft Enterprise Customer Relationship Management (CRM) 9 and Oracle Customer Hub.
Salesforce.com announced that the IBM Information Server Pack for Salesforce.com is now listed on the AppExchange.
Stellar announced that they have signed a deal to upgrade the multimedia call centre technology used across their nine Australian-based call centres and two Australian corporate offices in Melbourne and Sydney.
eGain and Cystelcom announced their partnership for the Spanish market, with Cystelcom acting as the local partner for eGain solutions.
BroadVision announced that Fiat Automobiles has migrated its BroadVision Portal architecture to launch the new Fiat 500 model. As a result of the launch, the Fiat site saw an increase of daily users who are looking for information regarding different configurations and prices for the new car.
Rainmaker announced it has been awarded a three-year contract by QLogic to deploy its live, virtual and on-demand ViewCentral Classroom and eLearning Solutions.
Corporate Express US Inc has selected predictive analytics software from SPSS to improve customer retention for its U.S. operations.
Mobile broadband leader Sprint and Amdocs announced the signing of a multi-year agreement for the delivery of Amdocs' software and services to support the launch and operations of XohmTM, Sprint's mobile Internet initiative.
Convergys announced the opening of a new facility in Las Cruces. Convergys plans to employ approximately 500 employees in 2008. This new Convergys operations center located at 4201 Del Rey Boulevard is anticipated to operate seven days a week.
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 FEATURE WEBCAST (more) |
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"8 CRM Essentials"
Dan Chiazza, Director, Global Sales Operations, Harris Interactive
For the most successful companies, CRM is an area of continual innovation and assessment. And your CRM processes and technologies must keep pace with-or ideally stay ahead of-changes in your market and customer base. Whether you are searching for the right CRM technology for your business, re-evaluating your current use of CRM, or looking to derive more value from an existing investment, understanding the essential factors of CRM success can help you get the best results. This webinar highlights eight proven essentials distilled by over 30,000 global companies of all sizes and industry experts.
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| CRMAdvocate Stock Index |
| CRMSI | 55.51 |  | -3.15% |
| Dow Jones | 12,827.49 |  | 0.21% |
| Nasdaq | 2,499.46 | | -0.21% |
| S&P 500 | 1,416.18 | | 0.32% |
| Top Gainers |
| SAP | 48.25 | | 57.90 |
| HP | 45.35 | | 49.78 |
| NCR | 21.92 | | 47.99 |
| Top Losers |
| eOn | 0.47 | | 0.78 |
| Selectica | 1.68 | | 1.75 |
| Broadvision | 1.87 | | 2.20 |
| Complete Stock Index |
| As of close 01/07/08 | |
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