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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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T-Systems and Siebel Join Forces
Siebel Systems and T-Systems announced an agreement under which T-Systems will market and deliver Hosted CRM to businesses in Germany, Austria, Switzerland, the Czech Republic, Hungary, Poland, Slovakia, Croatia, and Russia starting in February 2005. With Hosted CRM, T-Systems can offer companies of all sizes a powerful solution to sell, retain, and support customers by providing complete sales, marketing, service, and analytics functionality.
APAC Partners with NetByTel
APAC Customer Services announced that it is partnering with NetByTel. By utilizing NetByTel's complete line of voice self-service solutions for the telephone, APAC is expanding its offering of multi-channel services designed to create positive customer experiences, while strengthening the Company's position as the preeminent provider of customer lifecycle management solutions.
Syntel And Identify Launch Alliance
Syntel and Identify Software announced a relationship agreement that will combine the benefits of Identify's solutions with Syntel's Global Delivery Model to accelerate delivery and successfully manage IT outsourcing projects. AppSight will enable Syntel's application development and support professionals -- whether they are at the client's site or offshore -- to simply replay, rather than recreate the problem and proceed directly to solving it.
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Required Reading |
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It is Never Business As Usual
229-year-old Bowne, not content to rest on past successes, has changed itself repeatedly to meet customer demands for new services. The challenge for VP and CIO Ruth Harenchar and her team of 160 IT professionals is to accelerate processes involved in high-speed, high-volume printing while maintaining the accuracy and quality that are expected in financial documents.
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Archive of past Required Reading articles |
- M-Tech Announces New Regulatory Compliance Product - M-Tech Information Technology announced the release of ID-Certify, a unique, patent-pending regulatory compliance solution that extends the . . . more >>
- DoubleClick Launches DARTmail Real-Time Messaging - DoubleClick announced the launch of Real Time Messaging (RTM), a new addition to the DARTmail email deployment platform. DARTmail RTM is des . . . more >>
- EagleACD Offers Live Web Chat Support - EagleACD announced a new Web Chat feature that enables low-cost, live agent support via the Internet. EagleACD is offering the Web Chat e-co . . . more >>
- Aprimo, SAS Integrate Marketing Management Platforms - SAS and Aprimo announced that they have partnered to integrate their enterprise-class marketing management solutions - SAS Marketing Automat . . . more >>
- FullSeven Announces New Version of LetterMark Web-Enhanced Email - FullSeven announced the availability of LetterMark Email 5.0. The new version, which is available now, improves implementation and usability . . . more >>
- Authentium Chooses RightNow CRM 7.0 - RightNow Technologies announced that Authentium has selected RightNow CRM 7.0 to standardize its customer service, sales and marketing appli . . . more >>
- Boshi Fund Management to Use Onyx Software - Onyx Software Corporation announced Boshi Fund Management Company Ltd ('Boshi') will use Onyx as its customer relationship management (CRM) . . . more >>
- Email Service Provider ExactTarget Adds Two Key Executives - ExactTarget announced the addition of two key executives in the areas of finance and strategy to support the company's growing business. The . . . more >>
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| Stock Index |
| RealMarket |
40.83
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-0.01%
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| Stock Index: | Tell me more |
| Dow Jones | 9,897.62 | -0.59% |
| Nasdaq | 1,922.90 | -0.71% |
| S&P 500 | 1,103.23 | -0.98% |
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| Amdocs | 21.67 | 0.05 |
| APAC | 1.57 | -0.03 |
| Apropos | 2.75 | -0.08 |
| Ask Jeeves | 35.43 | 0.33 |
| Aspect | 10.57 | -0.08 |
| Astea | 7.51 | 0.02 |
| ATG | 0.9 | -0.03 |
| AVAYA | 13.21 | -0.01 |
| Blue Martini | 2.62 | -0.13 |
| Broadvision | 2.52 | -0.06 |
| chinadotcom | 4.89 | 0.03 |
| Chordiant | 3.15 | -0.03 |
| ClickSoftware | 2.36 | 0.02 |
| Convergys | 13.4 | -0.31 |
| E.piphany | 4.2 | -0.11 |
| eLoyalty | 5.7 | 0.09 |
| Epicor | 14.69 | 0.39 |
| eOn | 1.42 | -0.03 |
| Firstwave | 1.3 | -0.06 |
| HP | 18.24 | -0.01 |
| ICT Group | 8.47 | 0.7 |
| Interact Intell | 3.63 | 0.05 |
| Interv Brite | 12.35 | -0.24 |
| KANA | 1.89 | 0.16 |
| LivePerson | 2.69 | -0.19 |
| Motive | 13.51 | 0.4 |
| NCR | 54.4 | 0.39 |
| NICE | 21.82 | 0.2 |
| Nortel Networks | 3.36 | -0.1 |
| Onyx Software | 3.52 | 0.07 |
| Oracle | 12.31 | -0.11 |
| Pegasystems | 7.62 | -0.04 |
| PeopleSoft | 20.54 | 0.05 |
| Primus | 1.1 | -0.05 |
| Rainmaker | 1.43 | -0.09 |
| RightNow | 15.5 | 0.63 |
| salesforce.com | 18.23 | -0.06 |
| SAP | 40.94 | 0.4 |
| Selectica | 3.99 | -0.04 |
| Sento | 5.84 | 0.09 |
| ServiceWare | 0.4 | 0.04 |
| Siebel | 9.37 | -0.01 |
| Sitel | 2.1 | -0.08 |
| SPSS | 14.06 | 0.42 |
| SupportSoft | 5.72 | -0.22 |
| Sykes | 5.55 | -0.01 |
| Tekelec | 18.57 | 0.1 |
| Teletech | 9.79 | -0.13 |
| Verint | 37.75 | 0.94 |
| Vignette | 1.11 | -0.04 |
| ViryaNet | 2.82 | -0.08 |
| West Tel | 29.54 | 0.04 |
| Witness | 17.17 | 0.09 |
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| As of close
10/19/04
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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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Linking Customer Satisfaction to Customer Profitability -
Attend Linking Customer Satisfaction to Customer Profitability scheduled for February 16-18, 2005 in Miami and discover new techniques, tools and strategies to help you integrate customer feedback with financial data, operational data, strategic objectives and brand equity for improved corporate performance. Over 22 real-life case studies from FedEx, Starbucks, IBM, Eastman Kodak, Southwest Airlines and more will demonstrate step-by-step implementation techniques for setting up a powerful linkage system.
more >>
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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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