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			RealMarket Live! - Webcasts ON DEMAND
		"Making the Contact Center, Back Office Connection"    Companies are beginning to understand the relationship between their contact centers and back office operations like order entry, order fulfillment, and billing among others. They are looking at the root-cause of what is driving call volumes, and in many cases have found errors in their own back office operations! Because of this they are extending the quality assurance concept that has been in their contact centers for some time now to the back office with dramatic results. Learn how you can do the same thing. (Listen Now)   Must-Hear for:    Contact center manager, chief customer officiers, business process specialists What you will learn:    How to improve corporate efficiencies while optimizing customer service. Featured Expert(s):    Oscar Alban, Principal, Market Consultant, Witness Systems
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Kintera Study Shows Strong Results
A recent study by Kintera shows that volunteer fundraisers using Kintera's Friends Asking Friends (FAF) solicitation service increased donations four-fold. Kintera's FAF study was based on transactional data, including funds raised from donations and registrations, for two consecutive 12-month periods: Period #1, from April 1, 2002 to March 31, 2003; and Period #2, from April 1, 2003 to March 31, 2004.

AFSM International Announces Keynote Speakers
The Association for Services Management International (AFSMI) announced the keynote speakers for its annual S-Business Education Summit and Expo to be held October 3-6 at the Gaylord Texan Resort in Grapevine, Texas. This year's keynote speakers are headed by Dr. W. Michael Cox, senior vice president and chief economist at the Federal Reserve Bank of Dallas and professor of economics at Southern Methodist University.

			Required Reading
		Lost in the Labyrinth, Customers Want Out    What can be done within the enterprise to create clear paths and to remove obstacles creating walls in the labyrinth? This article takes a new look at the enterprise from a lybyrinthine perspective. It covers the vast space that often exists between C-level (CEO, CIO, CFO, CTO, etc.) executives at one end of the customer service chain and the cube-level (front-line staff) and customers at the other. more >>
Archive of past Required Reading articles

• Parature Adds On Demand Support Module - Parature announced the release of eAsset to its suite of support modules. eAsset expands Parature's support offering, which includes contac . . . more >>
• Nevada Power Company Selects ClickSoftware - ClickSoftware announced the licensing of ClickSchedule to Nevada Power Company as a component of Axiom Corporation's Mobile Workforce Manage . . . more >>
• NextPage Partners with RightAnswers - NextPage announced that it has formed a partnership with RightAnswers to offer RightAnswers' Knowledge-Paks with NextPage's knowledge manage . . . more >>
• NetSuite Announces Win in the UK - London-based Forest YMCA has standardized its business operations -- from financials to customer relationship management -- on NetSuite. For . . . more >>
• Nortel and Loquendo Team for Text to Speech and IVR - Nortel Networks and Loquendo have announced a reseller agreement to market and distribute the Loquendo text-to-speech product alongside the . . . more >>
• RightNow Customer Recognized for Support Website - RightNow announced that the State of Florida's web portal has been selected from among 32 federal, state and local agency nominees as a fina . . . more >>
• Siebel Applications Help Xerox Improve Partner Relationships - Xerox Corporation has successfully completed the deployment of Siebel Partner Relationship Management (PRM) in its Dealer and Business Partn . . . more >>
• United Air Lines Selects Workbrain - Workbrain announced that United Air Lines will deploy Workbrain's industry-specific workforce management solutions to 35,000 North American . . . more >>
• FindLaw and WebSideStory Partner - FindLaw announced that it will provide Web traffic reporting to its FirmSite customers. A new agreement between FindLaw and WebSideStory pro . . . more >>
• Royal Mail Selects ATG - Royal Mail has gone live with ATG Content Administration, an application for managing the content needed for Royal Mail's commerce self-serv . . . more >>

Stock Index
RealMarket	38.30	2.07%
Stock Index:	Tell me more
Dow Jones	10,205.20	0.93%
Nasdaq	1,984.50	0.42%
S&P 500	1,121.28	0.57%
Amdocs	24.71	-0.07
APAC	2.06	-0.02
Apropos	4.11	0
Ask Jeeves	39.18	-1.16
Aspect	12.71	0.04
Astea	8.38	-0.18
ATG	1.33	-0.04
AVAYA	15.38	-0.36
Blue Martini	4.33	0.08
Broadvision	3.41	0.03
chinadotcom	7.15	-0.01
Chordiant	3.94	-0.1
ClickSoftware	2.4	-0.03
Convergys	14.69	-0.27
E.piphany	4.65	0.03
eLoyalty	6.01	-0.1
Epicor	13.2	-0.56
eOn	1.9	0.01
FirstWave	3.05	0.09
Group 1	22.92	0
HP	21.14	-0.11
ICT Group	11.46	0.03
Interact Intell	5.56	-0.23
Interv Brite	13.95	0.26
KANA	2.84	0.09
LivePerson	3.49	0.24
NCR	47.83	0.08
NICE	21.77	-0.43
Onyx Software	3.8	0.08
Oracle	11.48	0
Pegasystems	8.6	0.24
PeopleSoft	17.91	-0.1
Primus	2.15	0.05
Rainmaker	2.05	-0.25
SAP	40.24	0.7
Selectica	4.3	-0.15
Sento	8.13	-0.06
ServiceWare	0.6	0.02
Siebel	10.95	0.87
Sitel	3.15	0.16
SPSS	17.15	-0.51
SupportSoft	9.99	-0.05
Sykes	6.35	0
Tekelec	16.55	-0.01
Teletech	7.66	0.11
Verint	29.92	1.06
Vignette	1.72	0.01
ViryaNet	4.69	-0.35
West Tel	25.85	0.05
Witness	13.45	0.18
As of close 05/27/04