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RealMarket Live! - Webcasts ON DEMAND |
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"Contact Center Best Practices? YOU Have the Answers"
Contact Center "best practices" is a common buzzword these days. A whole host of companies offer seminars, research papers, and access to databases for this valuable information (for a fee, of course). Do you realize that a great deal of "best practice" content already exists in your contact center environment? A certain percentage of your agents are already engaging in best practice behaviors- but you don't have a way to easily capture, identify or distribute the content. Business processes, product information and marketing offerings change often- you can't afford to wait weeks or months for learning content to be created for your agents.· Deliver the content to agents who are lacking in particular competencies (or provide them with training in new areas) and clearly measure the effectiveness of your training efforts.
(Listen Now)
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Must-Hear for:
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Call Center Managers, VP Client Services, CRM
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What you will learn:
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How to capture and identify best practice interactions in your center by call or interaction type- and very quickly turn the interactions into usable content. How can you identify which agents have competencies in key areas. How can you very quickly deliver best practice behaviors/processes to your entire contact center workforce.
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Featured Expert(s):
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Bill Concevitch, Director, eLearning Business, Witness Systems
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Archive
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syndicate RealMarket Live! on your web site |
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Sun Standardizes Portal On Vignette
Vignette announced that Sun Microsystems Inc. has purchased a Vignette V7 enterprise-wide license to expand the use of Vignette content management solutions for its worldwide employee portal. The enterprise license of Vignette V7 gives Sun the ability to deploy Vignette content management products to all Web properties, both internal and external facing. Sun tapped Vignette due to Vignette's ability to scale across the enterprise and help Sun reach its goal of improving employees' individual effectiveness and increasing overall organizational performance by giving its global work force access to the tools it needs.
Apropos Releases Second White Paper
Apropos announces the availability of a new white paper titled, "Acquiring and Retaining New Customers: 5 Strategies for Creating Brand Equity and Market Differentiation with Customer Service." With the host of new entrants into what had until recently been captive financial services markets, the challenge of finding and retaining customers has become all the more imperative for regional and community banks. Increasing competition and product commoditization has exerted extreme pricing pressure on banking products across the board.
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- Best Software Appoints General Manager - Best Software announced the appointment of Jon Van Duyne to the position of Senior Vice President and General Manager of the Best Software C . . . more >>
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| Stock Index |
| RealMarket |
38.93
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1.80%
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| Stock Index: | Tell me more |
| Dow Jones | 9,690.46 | 0.68% |
| Nasdaq | 1,899.65 | 0.94% |
| S&P 500 | 1,042.44 | 0.80% |
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| Amdocs | 23.08 | -0.06 |
| APAC | 2.58 | 0.01 |
| Applix | 3.63 | -0.14 |
| Apropos | 3.86 | -0.11 |
| Ask Jeeves | 18 | 1.08 |
| Aspect | 14.16 | 0.71 |
| Astea | 2.48 | 0.13 |
| ATG | 1.46 | 0.01 |
| AVAYA | 13.32 | 0.15 |
| Blue Martini | 5.14 | -0.13 |
| Broadvision | 4.55 | 0.06 |
| Chordiant | 3.8 | -0.1 |
| ClickSoftware | 4.29 | 0.24 |
| Convergys | 15 | -0.04 |
| Concerto | 11.97 | 0.01 |
| E.piphany | 7.15 | 0.05 |
| eGain | 2.45 | -0.05 |
| eLoyalty | 3.5 | 0 |
| Epicor | 11.11 | -0.09 |
| eOn | 3.13 | 0.23 |
| Firepond | 3.15 | 0.03 |
| FirstWave | 5.61 | 0.06 |
| Group 1 | 16.73 | 0.01 |
| HP | 22.24 | 0.59 |
| ICT Group | 13.781 | 0.781 |
| Interact Intell | 4.121 | 0.221 |
| Interv Brite | 9.7 | -0.1 |
| KANA | 2.95 | 0.04 |
| LivePerson | 6.1 | 0.1 |
| NCR | 32.81 | -0.14 |
| NICE | 24.27 | -0.04 |
| Onyx Software | 4.181 | -0.029 |
| Oracle | 12.06 | 0.25 |
| Pegasystems | 7.44 | 0.08 |
| PeopleSoft | 20.37 | 0.02 |
| Pivotal | 1.92 | -0.14 |
| Primus | 4.17 | 0.04 |
| Rainmaker | 1.3 | -0.06 |
| SAP | 37.15 | 0.42 |
| Selectica | 4.49 | 0.04 |
| Sento | 3.3 | 0 |
| ServiceWare | 0.57 | -0.02 |
| Siebel | 12.81 | 0.28 |
| Sitel | 1.91 | 0.13 |
| SPSS | 18.67 | 1.54 |
| SupportSoft | 12.69 | 0.4 |
| Sykes | 9.23 | -0.02 |
| Tekelec | 16.05 | 0.41 |
| Teletech | 9.84 | 0.64 |
| Verint | 20.96 | 0.13 |
| Vignette | 2.331 | 0.061 |
| ViryaNet | 5.94 | -0.14 |
| West Tel | 23.98 | 0.35 |
| Witness | 7.5 | -0.28 |
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| As of close
11/19/03
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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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8th annual Linkage Strategies for Integrating Customer Feedback -
Attend the 8th annual Linkage Strategies for Integrating Customer Feedback event. Center your corporate performance around the customer experience to retain at risk customers, increase incurring revenue (B2B), reduce churn (B2C) and increase bottom line profits. Learn how to link your customer data to your financial, operational, brand, customer relationship and strategic information. To register click on the title above or call 888.670.8200 and mention keycode: XMREALMKT.
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.
more >>
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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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