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RealMarket Live! - Webcasts ON DEMAND |
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"Great Ideas that Drive Performance"
Do you dream of the day your contact center is proactive and not reactive? Do you wonder what makes the great contact centers so great? Have you asked yourself what differentiates the low from the high performing centers? If these questions have been on your mind then you've come to the right place. Sit back and relax as we share some great ideas and practices that just may be what you've been looking for to help chart your course for increased performance.
(Listen Now)
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Must-Hear for:
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Contact Center and Executive Management, Client Service specialists
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What you will learn:
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How to cultivate a high performance culture that breeds success and brand talent. How to hire right to increase the odds of success for your agents, your center and your customers. How to create a quality monitoring and development program that is dedicated to agent development. How to leverage the power of workforce scheduling for developing your agents. How to track progress and celebrate success!
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Featured Expert(s):
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Connie Smith, Chief Evangelist, Envision
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Archive
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syndicate RealMarket Live! on your web site |
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Intervoice Learning Center Microsoft Certified
Intervoice announced that its Learning Center has been named a Microsoft Technical Education Center (CTEC). Microsoft CTECs are qualified full-service organizations that provide the comprehensive training on Microsoft products. The Intervoice offering is a continued set of services, tools and solutions surrounding the Company's alliance with Microsoft.
S2io and Socket select noHold InstantSupport
noHold, developer of Virtual Agents, continues to sign new customers and renew existing ones. S2io produces the industry's fastest 10 Gigabit Ethernet PCI-X Server Adapter. By deploying noHold InstantSupport, S2io provides a better customer support experience while optimizing support resources. Socket Communications provides a range of network connection products for Windows powered handheld computers, including cards with Bluetooth Wireless Technology, wireless LAN cards, digital phone cards, a 56K modem card, and Ethernet cards.
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Required Reading |
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Customer Intimacy in Financial Services
Retail financial services firms have received their share of accolades as leaders in relationship building. Financial management and planning is, by nature, an individualized process that relies on personal data. As customer-intimate firms, financial services companies look to capitalize on this wealth of data to increase the scope of their relationships with individual clients. A distinguishing characteristic of the customer-intimate firm is its ability to provide a complete solution to each customer's needs rather than focusing on any product's superior features and benefits.
more >>
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Archive of past Required Reading articles |
- SupportSoft Unveils VoiceAssist - Based on SupportSoft's patented SmartIssue technology, VoiceAssist automates the technical diagnostic process via the telephone when an end . . . more >>
- MasterCard Advisors Acquires Watch Hill Partners - Watch Hill Partners will be integrated with MasterCard Advisors' Customer Experience Group (CEG), which offers a range of strategic and on-t . . . more >>
- Business Objects Expands Integration with Microsoft Office - Business Objects announced new product integration initiatives with Microsoft products. Business Objects announced the launch of Crystal Ent . . . more >>
- Silverpop Marketer 5.0 Announced - Silverpop announced the general availability of Silverpop Marketer 5.0. Among the new features are in-depth delivery and recipient reportin . . . more >>
- Witness and Fusion Comm Ally in Southeast Asia - Witness and Fusion Comm Solution, a Malaysian-based quality solution provider, announced an alliance designed to deliver Witness Systems' eQ . . . more >>
- ServiceWare and HP to Provide Knowledge Management Solution - ServiceWare announced that HP has selected ServiceWare as the preferred knowledge management component for its global help desk solution. Th . . . more >>
- Indiana Farm Bureau Insurance Turns to IEX - IEX announced that Indiana Farm Bureau Insurance has selected IEX TotalView SC, the IEX workforce management solution for smaller contact ce . . . more >>
- RightNow Serves Record Number of Online Customer Inquiries - RightNow announced that organizations used its on demand CRM solutions to deliver more than 102 million online customer service sessions in . . . more >>
- Knowsley Metropolitan Borough Council Saves with Onyx - Onyx announced that Knowsley Metropolitan Borough Council has identified cost-savings of over GBP 250,000 in just two service areas resultin . . . more >>
- Agefiph Saves Processing Time with Siebel - Siebel announced that Agefiph, the French agency responsible for facilitating the employment and retention of workers with disabilities, has . . . more >>
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| Stock Index |
| RealMarket |
37.52
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0.10%
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| Stock Index: | Tell me more |
| Dow Jones | 10,109.89 | -0.08% |
| Nasdaq | 1,976.15 | 0.58% |
| S&P 500 | 1,114.95 | 0.17% |
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| Amdocs | 24.78 | -0.3 |
| APAC | 2.08 | -0.14 |
| Apropos | 4.11 | -0.13 |
| Ask Jeeves | 40.34 | -0.5 |
| Aspect | 12.67 | -0.07 |
| Astea | 8.56 | 0.05 |
| ATG | 1.37 | 0.09 |
| AVAYA | 15.74 | 0.59 |
| Blue Martini | 4.25 | -0.18 |
| Broadvision | 3.38 | 0.05 |
| chinadotcom | 7.16 | 0.02 |
| Chordiant | 4.04 | 0.02 |
| ClickSoftware | 2.43 | 0.05 |
| Convergys | 14.96 | 0.2 |
| E.piphany | 4.62 | 0 |
| eLoyalty | 6.11 | 0.11 |
| Epicor | 13.76 | 0.25 |
| eOn | 1.9 | 0.08 |
| FirstWave | 2.96 | -0.06 |
| Group 1 | 22.92 | 0.04 |
| HP | 21.25 | 0.23 |
| ICT Group | 11.43 | 0.13 |
| Interact Intell | 5.79 | 0.05 |
| Interv Brite | 13.69 | -0.23 |
| KANA | 2.75 | -0.07 |
| LivePerson | 3.25 | -0.16 |
| NCR | 47.75 | 0.04 |
| NICE | 22.2 | 0.35 |
| Onyx Software | 3.72 | -0.03 |
| Oracle | 11.48 | -0.02 |
| Pegasystems | 8.36 | 0.01 |
| PeopleSoft | 18.01 | -0.01 |
| Primus | 2.1 | 0.05 |
| Rainmaker | 2.3 | -0.3 |
| SAP | 39.54 | 0.13 |
| Selectica | 4.45 | 0.23 |
| Sento | 8.19 | 0.35 |
| ServiceWare | 0.58 | 0 |
| Siebel | 10.08 | 0.11 |
| Sitel | 2.99 | 0 |
| SPSS | 17.66 | 0.51 |
| SupportSoft | 10.04 | 0.1 |
| Sykes | 6.35 | 0.11 |
| Tekelec | 16.56 | -0.06 |
| Teletech | 7.55 | -0.02 |
| Verint | 28.86 | -0.97 |
| Vignette | 1.71 | -0.01 |
| ViryaNet | 5.04 | 0.13 |
| West Tel | 25.8 | 0.07 |
| Witness | 13.27 | -0.14 |
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| As of close
05/26/04
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RealMarket Resource Center |
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Resource
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Description
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Events:
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Call Center Week 2004 -
A Step by Step Guide to Improving the Customer Experience - Whether you are a VP of Customer Services, Call Center Director or Supervisor, year upon year our three tracks give you the implementable best practice you need to increase your operational success. As a RealMarket subscriber, we are pleased to offer you a 10% discount when you register for the conference and quote your customer ref code WS88. Please call Shirley Poremba at 1-800-882-8684 or visit www.callcenterweek.com
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Training:
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Learn one-to-one strategy -
Receive online
training for one-to-one CRM implementation strategies from the experts.
Now you can get the experience and expertise
of Peppers and Rogers Group Consulting without ever leaving your office.
This interactive Web-based training program combines the value of Peppers and
Rogers Group's live training with the convenience of the Web . . .
more >>
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Suppliers:
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CRM Solutions -
Learn more about the CRM vendors that supply product and service.
more >>
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Evaluate:
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The CRM Selection Center -
Enterprise software decisions now at your fingertips... just a click away. Powered by TEC's eBestMatch.
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Career:
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Find or fill a CRM job -
Resources for posting or searching jobs in
sales, support, call centers, marketing, etc.
more >>
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Other:
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Additional resources -
While we strive to provide as much good content as possible, we know there are many other good CRM resources. . . .
more >>
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