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RealMarket Live! - Webcasts ON DEMAND |
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"The Six Sigma Contact Center, Part 1"
Six Sigma is not just for manufacturing. Service organizations including financial, telecom, and healthcare have discovered that Six Sigma brings a process focus to their operations (e.g., improved customer service processes, improved customer-problem resolution, and improved internal support processes). Within these organizations, call centers play a significant role in gathering, aggregating and analyzing voice of the customer data that are crucial to customer centric organizations. Understanding voice of the business and voice of the shareholder data are important for organizations as well since they have a fiduciary responsibility to their shareholders. By using Six Sigma's define-measure-analyze-improve-control process, call centers have been able to reduce errors by improving their accuracy to improve customer satisfaction.
(Listen Now)
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Must-Hear for:
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Call Center Managers looking to improve the customer experience
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What you will learn:
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What is Six Sigma and what it means to the contact center
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Featured Expert(s):
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Roger Lee, Director of Consulting Services, e-talk
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Archive
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syndicate RealMarket Live! on your web site |
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Siebel And Teradata Announce Integrated Analytic Solutions
Reinforcing their partnership announced in April 2004, Siebel and Teradata announced at the Siebel Business Intelligence Summit in Los Angeles that Siebel Business Analytics applications are now integrated and optimized for the Teradata Warehouse. Together with the Teradata Enterprise Data Warehouse, the suite of Siebel Business Analytics provide users across the entire enterprise with the ability to "ask any question of any data" at any time with no limitations.
Enterprise Software Companies Select Motive
Motive announced that three new companies are using its application configuration management product, Motive Profile: Callidus Software, Lawson Software and Primus Knowledge Solutions. Motive Profile will allow these companies' customers to intelligently discover, capture, and compare changes in product configurations, helping their application environments to become more self-managing.
GTECH to Voice Enable Web Infrastructure With Intervoice
Through its alliance with Microsoft, Intervoice announced that GTECH Holdings Corporation selected Intervoice to deliver several speech-enabled applications within its customer service offering. One speech-enabled application from Intervoice will assist both retail store associates with technical support of the GTECH lottery ticket terminals as well as serving as a field operations assistance application for GTECH technicians.
Click! Network Opts for Envision Click2Coach
Envision Telephony announced that Click! Network chose the Envision Click2Coach solution to provide better service to its customers. The Envision Click2Coach solution includes Envision Quality Monitoring and Envision eLearning and is a complete set of training, quality monitoring and evaluation tools to coach contact center agents for success. Click2Coach allows supervisors to regularly coach customer service representatives’ (CSRs) at their desks thereby improving quality of service and sales.
CRMA Initiatives
The Customer Relationship Management Association (CRMA) announced several key initiatives in support of its 2005 expansion strategy. The key initiatives include new Board and officer appointments, the opening of new regional chapters, enhanced communication methods and information accessibility and the formation of strategic vendor partnerships. The expansion plan was based on input received from its membership, which is comprised of distinguished leaders, visionaries and thought leaders within the CRM market.
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Required Reading |
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Lessons Learned by a CRM Veteran
I have spent much of the past eight years working with CRM systems and have a lot of faith in the promise of the technology. But realizing that promise requires a commitment that many companies aren't prepared to make. At a previous employer, a software development company, I was actively involved as a software engineer in three different CRM implementations, although all three used the same product.
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Archive of past Required Reading articles |
- Metrix and Cognitor Launch Field Service Analytics Application - Metrix announced integration to Cognitor’s InteligineOneView field service analytics dashboard application to add analysis and decision-maki . . . more >>
- Pragmatech Software With Launch of ConnectionCenter - Pragmatech announced the release of ConnectionCenter, a solution that provides tight, bi-directional integration between the company's sales . . . more >>
- RightNow Unveils RightNow CRM 7.0 - RightNow Technologies unveiled RightNow CRM 7.0, an on demand CRM solution for customer service, sales and marketing. By delivering actionab . . . more >>
- eGain Releases 7th Generation Multichannel Service Suite - eGain Communications announced the availability of its new eGain Service 7 suite. The new release addresses the growing need for end-to-end . . . more >>
- Epicor Announces Enhancements - Epicor Software announced functional enhancements to Epicor for Service Enterprises, its Web service-based enterprise service automation (ES . . . more >>
- ServicePower Releases Version 6.0 - ServicePower announced the release and availability of SERVICEPower version 6.0. SERVICEPower is a workforce optimization solution that impr . . . more >>
- Best Software Introduces SalesLogix For Pocket PC - Best Software introduced SalesLogix for Pocket PC at the Gartner CRM Summit in Scottsdale, Arizona. SalesLogix for Pocket PC mirrors the fam . . . more >>
- HDI and Polar Bear Partner - HDI announced an agreement that will enable Polar Bear Corporate Education Solutions to offer HDI’s training courses for support professiona . . . more >>
- Control-F1 Showcases SupportBridge Suite - Control-F1 is pleased to invite participants of SSPA Conference @ Savannah to visit booth #310 for demonstrations of SupportBridge Live Auto . . . more >>
- Courion Ranked Eighteenth on Deloitte List - Courion has been ranked eighteenth on Deloitte's list of the fastest growing technology companies in New England. The Deloitte Technology Fa . . . more >>
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| Stock Index |
| RealMarket |
40.74
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4.13%
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| Stock Index: | Tell me more |
| Dow Jones | 10,216.54 | 0.23% |
| Nasdaq | 1,952.40 | 0.52% |
| S&P 500 | 1,135.17 | 0.32% |
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| Amdocs | 22.55 | 0.51 |
| APAC | 1.56 | -0.01 |
| Apropos | 3.02 | 0.02 |
| Ask Jeeves | 34.44 | 0.97 |
| Aspect | 11.23 | 0.81 |
| Astea | 7.6 | 0.25 |
| ATG | 0.95 | 0.06 |
| AVAYA | 13.97 | -0.03 |
| Blue Martini | 2.83 | 0.09 |
| Broadvision | 2.95 | -0.05 |
| chinadotcom | 5.07 | 0.01 |
| Chordiant | 3.39 | 0.25 |
| ClickSoftware | 2.01 | 0.06 |
| Convergys | 13.7 | 0.06 |
| E.piphany | 4.5 | 0.3 |
| eLoyalty | 5.94 | -0.01 |
| Epicor | 13.3 | 0.58 |
| eOn | 1.64 | 0.14 |
| Firstwave | 1.59 | 0.03 |
| HP | 19.06 | -0.06 |
| ICT Group | 7.26 | -0.16 |
| Interact Intell | 3.4 | -0.13 |
| Interv Brite | 11.51 | 0.02 |
| KANA | 1.9 | 0.14 |
| LivePerson | 3.09 | -0.05 |
| Motive | 12.33 | 0.83 |
| NCR | 50.94 | 0.25 |
| NICE | 22.41 | 0.47 |
| Nortel Networks | 3.6 | 0.12 |
| Onyx Software | 3.59 | -0.03 |
| Oracle | 11.87 | -0.03 |
| Pegasystems | 7.19 | -0.03 |
| PeopleSoft | 22.2 | -0.63 |
| Primus | 1.13 | 0.02 |
| Rainmaker | 1.66 | 0.05 |
| RightNow | 15.15 | 2.28 |
| salesforce.com | 16.87 | 0.22 |
| SAP | 40.63 | 0.27 |
| Selectica | 3.95 | 0.05 |
| Sento | 6.44 | 0.13 |
| ServiceWare | 0.44 | 0 |
| Siebel | 9.34 | 1.15 |
| Sitel | 2.25 | 0.06 |
| SPSS | 14.04 | 0.5 |
| SupportSoft | 6.21 | -3.41 |
| Sykes | 5.55 | 0.62 |
| Tekelec | 17.55 | 0.56 |
| Teletech | 9.67 | 0.2 |
| Verint | 37.99 | 0.16 |
| Vignette | 1.37 | 0.03 |
| ViryaNet | 3.51 | 0.01 |
| West Tel | 30.18 | 0.34 |
| Witness | 17.11 | 0.15 |
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| As of close
10/04/04
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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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The 6th Annual Conference for Help Desk Professionals -
This event is dedicated to the advancement of the Technical Support Professional. The program will feature the industry's top speakers who will share with you current trends, templates and hands-on experiences that you will be able to bring back to your organization and implement immediately. Our focus with this event is on you and your ability to experience: Education and hear fresh, advanced ideas that you can use immediately; Companionship with colleagues and friends that you will never forget; Motivation both personally and professionally; and Inspiration to be all that you can be.
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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 . . .
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Suppliers:
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CRM Solutions -
Learn more about the CRM vendors that supply product and service.
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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.
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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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