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RealMarket Live! - Webcasts ON DEMAND |
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"Actionable Intelligence for a Smarter Workforce"
A contact center agent's ability to deliver superior service is crucial to building and maintaining strong, profitable customer relationships. Yet most organizations offer only traditional classroom-based training programs to their agents, giving them just a fraction of the information and knowledge they need to provide the best possible service. Actionable intelligence can transform your workforce by turning your contact center interactions into the mission-critical insights needed to implement an effective and comprehensive strategy for agent evaluation, training and coaching. Supervisors can measure the impact of agent interactions and accurately identify skill deficiencies, provide training that is relevant, targeted and actionable, and deliver ongoing coaching in real-time, based on individual needs. As a result, they can improve job satisfaction and reduce turnover while building a team of more knowledgeable, motivated and confident agents who are better equipped to serve customers.
(Listen Now)
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Must-Hear for:
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Anyone interested in building a more effective call center workforce.
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What you will learn:
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How to get more out of your agent learning and coaching strategies.
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Featured Expert(s):
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Brian Weiss, VP, Product House, Contact Center Solutions Verint
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Archive
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syndicate RealMarket Live! on your web site |
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IBM and Siebel Sign Five Year Initiative to Develop Client Delivery Center
IBM and Siebel announced that they have entered into a five year agreement to create a new joint, client-focused global delivery center. Through this initiative, IBM and Siebel will coordinate delivery capabilities, improving client deployment effectiveness and business process performance. With this joint initiative, IBM and Siebel will create a delivery environment that offers global scale and consistency in the implementation and deployment of CRM solutions.
Liberty Enterprises Credits Business Objects for New Business Intelligence Service
Faced with mounting competitive pressure, credit unions and regional financial services institutions must manage their businesses with increasing efficiency. That's why Liberty Enterprises selected Business Objects to power Strategic Advisor, an extranet-based business intelligence service that enables credit unions and banks to track, understand, and manage their business performance over the Internet. With access to business intelligence software from Business Objects, financial services institutions can improve performance in four key areas, strategic planning, sales tracking, lending programs, and marketing campaigns.
Borland and Vignette Relationship
Borland Software Corporation and Vignette jointly announced a relationship and combined solution designed to help organizations accelerate the creation of portlets with custom functionality, improve the design and quality of Web interfaces, and consolidate management of disparate portlet functionality across the enterprise. The solution will consist of a portlet creation plug-in for Borland JBuilder 2005 and the Vignette Application Portal Borland Developer Edition.
Cisco Ships 2000th IP Contact Center Solution
Cisco Systems announced its 2000th Cisco IP Contact Center (IPCC) installation at Nestle Waters North America. Nestle Waters North America chose Cisco IPCC Enterprise Edition to more efficiently distribute calls and to create a full featured Customer Interaction Network across two sites to provide superior customer service and satisfaction.
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Required Reading |
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Taking a page from ITILs best practices
In the 1970s, when the American auto industry found itself under attack by leaner, hungrier Japanese competitors, it fought back by adopting some of the very production processes the Japanese had pioneered. Using techniques such as statistical process control, quality circles, just-in-time inventory management, total quality management, lean manufacturing, and Six Sigma, the industry focused on improving how its people worked and how its processes operated. For example, workers were encouraged to stop the assembly line when anything went wrong so the process could be fixed permanently, rather than simply scrapping rejects at the end of the line.
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Archive of past Required Reading articles |
- Infomill PartsArena Mobile Launched on Smartphones - Infomill announced the launch of the Windows Smartphone version of its PartsArena Mobile product. All of the functionality enjoyed by field . . . more >>
- Mercury Announces Application Mapping Strategy for Managing IT Change - Mercury Interactive announced the company's strategy for managing information technology (IT) change using Mercury's application mapping
pr . . . more >>
- Pegasystems Training and Certification Programs - Pegasystems announced a new training curriculum for PegaRULES Process Commander (PRPC) and the launch of the Pegasystems Certified Professio . . . more >>
- Ixio Standardizes On RightNow CRM 7.0 - RightNow Technologies announced that Ixio Corporation has selected RightNow CRM 7.0 to standardize its customer service, sales and marketing . . . more >>
- Studies Show Trend for Growing Workforce Optimization Market Moving Toward Software and Services - Witness Systems announced that its eQuality software suite and tightly coupled Witness Consulting Network exemplify the growing trend in whi . . . more >>
- Exstream Software Agreement With MSI Systems - Exstream Software announced it has entered into a distribution agreement with MSI Systems Integrators. Under the terms of the agreement, MSI . . . more >>
- Leverage Software Certified for Salesforce.com - Leverage Software announced the general availability of Leverage Relationship Intelligence for salesforce.com customers. As a sforce certifi . . . more >>
- Circles Selects Empirix for Siebel Testing - Empirix announced that Circles recently selected Empirix e-TEST suite to test the performance of its Siebel 7.5 customer relationship manage . . . more >>
- Primus Receives Award - Primus Knowledge Solutions announced for the second consecutive year the company received the STAR Award for "Best Support Technology Vendor . . . more >>
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| Stock Index |
| RealMarket |
40.68
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-0.64%
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| Stock Index: | Tell me more |
| Dow Jones | 10,125.40 | -1.13% |
| Nasdaq | 1,948.52 | -1.16% |
| S&P 500 | 1,130.65 | -1.01% |
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| Amdocs | 22.58 | -0.06 |
| APAC | 1.56 | -0.05 |
| Apropos | 2.97 | -0.04 |
| Ask Jeeves | 33.74 | -0.66 |
| Aspect | 10.89 | -0.06 |
| Astea | 7.37 | -0.3 |
| ATG | 1.05 | -0.06 |
| AVAYA | 13.8 | -0.09 |
| Blue Martini | 2.77 | 0 |
| Broadvision | 2.74 | 0.07 |
| chinadotcom | 5.16 | 0.04 |
| Chordiant | 3.37 | -0.03 |
| ClickSoftware | 1.73 | -0.19 |
| Convergys | 13.39 | -0.17 |
| E.piphany | 4.34 | 0.02 |
| eLoyalty | 5.63 | -0.34 |
| Epicor | 13.7 | -0.3 |
| eOn | 1.48 | -0.1 |
| Firstwave | 1.49 | 0.03 |
| HP | 19.09 | -0.09 |
| ICT Group | 7.3 | -0.15 |
| Interact Intell | 3.4 | -0.13 |
| Interv Brite | 11.71 | -0.25 |
| KANA | 1.78 | -0.04 |
| LivePerson | 3.27 | -0.28 |
| Motive | 13 | -0.2 |
| NCR | 49.67 | -0.29 |
| NICE | 21.99 | 0.1 |
| Nortel Networks | 3.49 | -0.12 |
| Onyx Software | 3.51 | -0.1 |
| Oracle | 12.33 | 0.09 |
| Pegasystems | 7.15 | -0.13 |
| PeopleSoft | 22.49 | -0.17 |
| Primus | 1.18 | -0.12 |
| Rainmaker | 1.7 | 0.02 |
| RightNow | 14.58 | 0.44 |
| salesforce.com | 18.64 | 1.39 |
| SAP | 40.22 | -0.33 |
| Selectica | 3.91 | -0.08 |
| Sento | 6.44 | -0.13 |
| ServiceWare | 0.37 | -0.03 |
| Siebel | 9.37 | -0.17 |
| Sitel | 2.3 | -0.08 |
| SPSS | 13.73 | -0.46 |
| SupportSoft | 6.45 | 0.12 |
| Sykes | 5.54 | -0.48 |
| Tekelec | 17.45 | -0.19 |
| Teletech | 9.98 | -0.02 |
| Verint | 37.1 | -1.04 |
| Vignette | 1.11 | -0.08 |
| ViryaNet | 3.45 | -0.04 |
| West Tel | 29.9 | 0.04 |
| Witness | 17 | 0 |
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| As of close
10/07/04
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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. . . .
more >>
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