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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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Vignette Offers Customers Broad Support
Vignette announced expanded support for storage products, directly integrating document, image and Web transaction storage with Vignette's document and records management offerings. In continued response to customer demand for choices in integrated electronic documents and records storage, Vignette has added support for Network Appliance products to existing support for enterprise storage platforms from EMC, HP and Sun Microsystems.
SAP Certifies Informatica
Informatica announced that SAP has awarded Data Migration Interface (CA-DMI) certification to the Informatica PowerCenter data integration platform, opening the door for more efficient, cost-effective migrations of data from legacy and other systems into SAP solution-based environments. The CA-DMI certification helps ensure that SAP customers can leverage Informatica solutions to simplify large-scale data migration, consolidation and synchronization projects, enable upgrades to SAP R/3, and support the consolidation of the mySAP family of business solutions.
Crabtree & Evelyn Selects Mercent
Mercent announced that its flagship software product, Mercent Commerce System, has been selected by Crabtree & Evelyn to promote and sell products to over 42 million active customer accounts at Amazon.com. Mercent Commerce System aims to enable Crabtree & Evelyn to tap the growing consumer appetite for health and beauty products online.
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Required Reading |
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The Next Great CRM Success Strategy
According to META Group, organizations that haven't received the expected value from their investments in CRM technology will be looking to realign their technology processes with their business strategies in 2005, rather than simply spending more money on the technology. Too many companies in the past looked at CRM and related technologies as magic bullets that would solve their CRM challenges, according to Elizabeth Roche, META Group vice president.
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Archive of past Required Reading articles |
- Leverage Software Introduces Relationship Intelligence - Leverage Software announced Leverage Relationship Intelligence, a software solution that harnesses the power of an organization's relationsh . . . more >>
- IEX Named Best of Class in Sixth Annual Users Choice Awards - IEX Corporation, a Tekelec company, announced it has been named the winner in the Sixth Annual Users Choice Awards for its TotalView Workfor . . . more >>
- M-Tech Announces Integration Between Citrix and P-Synch - M-Tech Information Technology announced the integration between P-Synch and MetaFrame Password Manager which adds significant capabilities t . . . more >>
- RightNow CRM 7.0 Selected by Register.com - RightNow Technologies announced that Register.com has selected RightNow CRM 7.0 to achieve consolidated customer insight across its call cen . . . more >>
- AXTEL Selects Nortel For Telephony Services in Mexico - Mexican telecom operator AXTEL, S.A. de CV, has chosen Nortel Networks to accelerate the convergence of its voice and data networks over an . . . more >>
- 3 Implements PeopleSoft Enterprise CRM - PeopleSoft announced that 3 has deployed PeopleSoft Enterprise Customer Relationship Management (CRM) in the United Kingdom, Italy, Denmark, . . . more >>
- Leverage Software Announces Solution Certified for Salesforce.com Platform - Leverage Software announced the general availability of Leverage Relationship Intelligence for salesforce.com customers. As a sforce certifi . . . more >>
- SupportSoft With New Executive Appointments - SupportSoft announced the appointment of three new executives to its sales and global services organizations. The Company has tapped Steven . . . more >>
- Sun Microsystems and Siebel Systems Enhance Relationship - At Siebel User Week in Los Angeles, Sun Microsystems and Siebel Systems announced an expanded relationship designed to lower the cost of own . . . more >>
- Astea to Host Global ACE User Conference - Astea International announced the company is hosting its global user conference, ACE (Astea Customer Exchange), October 17-19 in Boston, MA. . . . more >>
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| Stock Index |
| RealMarket |
40.69
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-0.13%
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| Stock Index: | Tell me more |
| Dow Jones | 10,204.01 | -0.12% |
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| S&P 500 | 1,136.86 | 0.15% |
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| Amdocs | 22.75 | 0.2 |
| APAC | 1.55 | -0.01 |
| Apropos | 2.98 | -0.05 |
| Ask Jeeves | 34.28 | -0.16 |
| Aspect | 10.84 | -0.39 |
| Astea | 7.4 | -0.2 |
| ATG | 0.97 | 0.02 |
| AVAYA | 13.86 | -0.11 |
| Blue Martini | 2.75 | -0.08 |
| Broadvision | 2.76 | -0.19 |
| chinadotcom | 5.07 | 0 |
| Chordiant | 3.32 | -0.07 |
| ClickSoftware | 1.91 | -0.1 |
| Convergys | 13.61 | -0.09 |
| E.piphany | 4.4 | -0.1 |
| eLoyalty | 5.85 | -0.09 |
| Epicor | 13.69 | 0.39 |
| eOn | 1.64 | 0 |
| Firstwave | 1.56 | -0.03 |
| HP | 18.79 | -0.27 |
| ICT Group | 7.47 | 0.21 |
| Interact Intell | 3.57 | 0.17 |
| Interv Brite | 11.75 | 0.24 |
| KANA | 1.94 | 0.04 |
| LivePerson | 3.3 | 0.21 |
| Motive | 12.83 | 0.5 |
| NCR | 50.3 | -0.64 |
| NICE | 22.35 | -0.06 |
| Nortel Networks | 3.58 | -0.02 |
| Onyx Software | 3.6 | 0.01 |
| Oracle | 12.07 | 0.2 |
| Pegasystems | 7.1 | -0.09 |
| PeopleSoft | 22.75 | 0.55 |
| Primus | 1.18 | 0.05 |
| Rainmaker | 1.62 | -0.04 |
| RightNow | 14.66 | -0.49 |
| salesforce.com | 16.85 | -0.02 |
| SAP | 41.15 | 0.52 |
| Selectica | 3.9 | -0.05 |
| Sento | 6.45 | 0.01 |
| ServiceWare | 0.41 | -0.03 |
| Siebel | 9.5 | 0.16 |
| Sitel | 2.3 | 0.05 |
| SPSS | 14.05 | 0.01 |
| SupportSoft | 6.44 | 0.23 |
| Sykes | 5.57 | 0.02 |
| Tekelec | 17.58 | 0.03 |
| Teletech | 9.89 | 0.22 |
| Verint | 37.65 | -0.34 |
| Vignette | 1.18 | -0.19 |
| ViryaNet | 3.5 | -0.02 |
| West Tel | 29.94 | -0.24 |
| Witness | 17.01 | -0.1 |
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| As of close
10/05/04
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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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Sales and Marketing Leaders Summit -
The Sales and Marketing Leaders Summit brings together an exclusive community of senior-level sales and marketing executives, industry thought leaders, and product and service providers for an unparalleled curriculum of education, networking, and business meetings. The Summit provides the unique setting in which senior leaders not only experience a world-class learning environment, but also interact face-to-face with product and service providers and make decisions that drive strategic innovation, growth, and profitability in their organizations.
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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. . . .
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