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RealMarket Live! - Webcasts ON DEMAND |
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"The eLearning-Quality Monitoring Connection"
eLearning can provide the final step in the call center agent performance optimization process. Once agent skills and contact center performance gaps have been identified, managers are challenged to enhance agent skills or face repeating the same errors, causing customer attrition and revenue decline. Learn how to integrate eLearning with QM so you can provide coaching solutions that deliver continuous improvement rather than a basic training solution.
(Listen Now)
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Must-Hear for:
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Contact center managers, Customer service professionals
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What you will learn:
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How to integrate eLearning and Quality Monitoring to improve overall contact center performance.
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Featured Expert(s):
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Matt Storm, Product Manager
, e-Talk
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Archive
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Avaya Launches IP Telephony Solutions
Avaya announced products that increase the security of Internet protocol (IP) communications, simplify the management of converged networks, and enable enterprises to meet the needs of increasingly mobile end users. With this release, Communication Manager increases security with new support for the Advanced Encryption Standard (AES), protecting voice conversations carried on converged networks in an open standards environment.
NHS Direct Chooses Datapulse
Datapulse will supply NHS Direct with a workforce management solution for 22 UK sites. Datapulse is the UK distributor for planning software package, Contact Centre Coach (CCC) which they will deploy at NHS Direct.
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- Labor Ready Selects White Pajama - Labor Ready has selected White Pajama's Contact Center On-Demand hosted technology to support customer calls from Labor Ready's more than 78 . . . more >>
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| Interv Brite | 9.57 | -0.12 |
| KANA | 2.92 | -0.08 |
| LivePerson | 5.06 | -0.07 |
| NCR | 35.23 | -0.32 |
| NICE | 22.88 | -0.09 |
| Onyx Software | 3.29 | -0.12 |
| Oracle | 12.74 | 0.13 |
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| Pivotal | 2.08 | 0 |
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| SAP | 39.98 | 0.03 |
| Selectica | 4.2 | -0.1 |
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| ServiceWare | 0.58 | 0 |
| Siebel | 13.03 | 0.28 |
| Sitel | 2.66 | -0.15 |
| SPSS | 17.37 | 0.07 |
| SupportSoft | 12.56 | -0.46 |
| Sykes | 8.74 | 0.04 |
| Tekelec | 14.74 | -0.4 |
| Teletech | 10.49 | 0.2 |
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| Witness | 9.15 | -0.04 |
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| As of close
12/10/03
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