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RealMarket Live! - Webcasts ON DEMAND |
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"Complete Service Management: Beyond the Help Desk"
Today we look beyond the Help Desk and explore the evolution to complete service management. Join us as we discuss the trends, challenges, and strategies to maximizing your investment in service management. In addition, we will spend time discussing a real life example of a company that has made the move.
(Listen Now)
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Must-Hear for:
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Help Desk Managers, Contact Center Managers
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What you will learn:
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Which analytical capabilities contribute the most to an organization's success.
How to make technicians more productive so they can service more customers effectively.
How to track and manage service level agreements in order to exceed customer expectations.
How organizations efficiently deal with higher support levels demanded by remote and mobile workers.
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Featured Expert(s):
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Kelly Blice, Director, FrontRange Solutions
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Archive
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syndicate RealMarket Live! on your web site |
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Vignette Delivers BMW Web Site
Vignette announced that BMW Great Britain has revamped its U.K. Web site with Vignette's portal and content management solution. The upgrade was implemented primarily to enhance the BMW brand representation online, promote new model launches and generate increased sales leads to deliver to the dealer network.
Datawatch|ES Selected By Good Shepherd
Datawatch announced Good Shepherd Health System has deployed the Datawatch|ES enterprise reporting system. Good Shepherd joins other healthcare organizations that have adopted Datawatch's business intelligence technology to address reporting and legacy systems integration issues.
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Required Reading |
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Monitoring Isn't Enough to Answer the Quality Question
We are continuosly asked how well the contact center is serving the corporate asset - how well is service delivered to customers who call to resolve a problem or to ask a question? In many centers, we must rely on a summary of operational metrics with the assumption that certain metric levels answer this critical question. We also rely on quality monitoring scores to answer the question.
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Archive of past Required Reading articles |
- CobbleSoft Announces COIGN Enterprise - CobbleSoft International announced the North American launch of COIGN Enterprise. COIGN Enterprise is a web-based, hybrid CRM/BPM solution, . . . more >>
- Datamonitor Predicts Voice Application Spending - Findings from a new report by Datamonitor leave little doubt that voice application adoption amongst enterprises globally is set for a giant . . . more >>
- RightNow Helps State University - RightNow Technologies announced the successful deployment of RightNow's solutions by several state universities in support of their mission- . . . more >>
- BT To Deliver Siebel CRM OnDemand - BT and Siebel Systems announced that BT is the first UK-based company to introduce Siebel CRM OnDemand to businesses in the UK. The new on d . . . more >>
- WeDo Consulting Partners With Informatica - WeDo Consulting has closed a partnership agreement with Informatica that formalizes the existing cooperation in several projects, where WeDo . . . more >>
- Sprint Canada With Portal Software - Portal Software announced that Sprint Canada has implemented Portal's billing platform for its new home phone and Fido wireless service bund . . . more >>
- ClickSoftware Deploys At Bosch Communication - ClickSoftware announced that Bosch Communication Center is using ClickSchedule in its contact center for the scheduling of field service res . . . more >>
- Amdocs ClarifyCRM Helps Boise Office Solutions - Amdocs announced that BOISE Office Solutions has implemented Amdocs ClarifyCRM across many of its U.S. call centers and business units to ce . . . more >>
- Control-F1 Re-validates Remedy Integration - Control-F1 announced that the company has re-validated its integration with Remedy, a BMC Software company. Control-F1 has been a Remedy Tec . . . more >>
- Neighborhood Email Helps The Financial Industry - Neighborhood Email announced its successful entry into the financial services industry. During the last year, the company has developed and . . . more >>
- Courion Hosts Charity Auction - Courion will host its third annual charity auction to benefit local charities during the holiday season. Courion employees will again bid on . . . more >>
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| Stock Index |
| RealMarket |
41.21
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0.16%
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| Stock Index: | Tell me more |
| Dow Jones | 9,853.64 | -0.46% |
| Nasdaq | 1,980.07 | -0.49% |
| S&P 500 | 1,066.62 | -0.33% |
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| Amdocs | 25.5 | -0.54 |
| APAC | 2.76 | -0.04 |
| Applix | 3.34 | -0.09 |
| Apropos | 3.82 | -0.07 |
| Ask Jeeves | 20.06 | 0.97 |
| Aspect | 14.87 | 0.04 |
| Astea | 2.47 | 0.01 |
| ATG | 1.71 | -0.05 |
| AVAYA | 14.08 | 0 |
| Blue Martini | 4.83 | -0.02 |
| Broadvision | 4.77 | -0.08 |
| Chordiant | 4.5 | 0.05 |
| ClickSoftware | 4.5 | 0.02 |
| Convergys | 15.34 | -0.19 |
| Concerto | 11.94 | 0.03 |
| E.piphany | 7.71 | -0.22 |
| eGain | 2.77 | -0.17 |
| eLoyalty | 3.5 | -0.1 |
| Epicor | 12.97 | -0.17 |
| eOn | 3.24 | 0.04 |
| Firepond | 3.13 | 0 |
| FirstWave | 5.04 | -0.01 |
| Group 1 | 18.12 | -0.17 |
| HP | 22.35 | 0.51 |
| ICT Group | 13.74 | 0 |
| Interact Intell | 6.42 | 0.39 |
| Interv Brite | 10.75 | 0.22 |
| KANA | 3.28 | 0 |
| LivePerson | 6.81 | -0.19 |
| NCR | 35.1 | -0.01 |
| NICE | 22.8 | -0.63 |
| Onyx Software | 3.82 | -0.21 |
| Oracle | 12.42 | -0.09 |
| Pegasystems | 7.74 | -0.04 |
| PeopleSoft | 21.2 | -0.14 |
| Pivotal | 2.1 | -0.02 |
| Primus | 5.35 | -0.04 |
| Rainmaker | 1.25 | -0.03 |
| SAP | 39.53 | -0.07 |
| Selectica | 4.5 | -0.14 |
| Sento | 3.2 | 0.04 |
| ServiceWare | 0.58 | -0.02 |
| Siebel | 13.51 | 0.02 |
| Sitel | 2.38 | -0.02 |
| SPSS | 19.73 | 0.28 |
| SupportSoft | 14.33 | -0.12 |
| Sykes | 9.53 | 0.02 |
| Tekelec | 16.43 | -0.57 |
| Teletech | 10.51 | -0.01 |
| Verint | 23.93 | 0.35 |
| Vignette | 2.409 | 0.029 |
| ViryaNet | 6.59 | -0.13 |
| West Tel | 24.8 | 0.57 |
| Witness | 9.28 | -0.12 |
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| As of close
12/02/03
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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.
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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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