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			RealMarket Live! - Webcasts ON DEMAND
		"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)   Must-Hear for:    Contact center managers, Customer service professionals What you will learn:    How to integrate eLearning and Quality Monitoring to improve overall contact center performance. Featured Expert(s):    Matt Storm, Product Manager , e-Talk
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Sykes Named Partner of the Year
Sykes announced that it was awarded the 2003 International Outsource Partner of the Year presented by Mitial International Benchmarking Standards. The International Outsource Partner of the Year award is in recognition of the challenging, international projects undertaken in Ireland by outsource contact centers.

Alorica Honored by eMachines
Alorica was recently honored by its partner, eMachines, for the company's contribution to the outstanding service ratings given to eMachines in PC World magazine. In the publication's annual "Reliability and Service Report Card," eMachines topped the charts for desktop computers, earning the highest overall marks of any PC Manufacturer in reliability and service measures. Just three years ago, the company was rated unacceptable in this identical survey, and appeared doomed to be the next computer manufacturer to go out of business.

			Required Reading
		The Customer Peers Back    In a transparent world, customers can discover for themselves the value and integrity of the vendors' goods and services. In this article, the authors recommend that businesses should embrace, not fight transparency. more >>
Archive of past Required Reading articles

• eOn Partners with Amtech - eOn Communications announced a partnership with Amtech Marketing where Amtech will serve as eOn's delivery channel for a portfolio of consul . . . more >>
• Business Objects Acquires Crystal Decisions - Business Objects announced it has completed the acquisition of Crystal Decisions. In early January 2004, Business Objects plans to announce . . . more >>
• Epicor Announces Public Offer for Scala - Epicor and Scala Business Solutions announced Epicor's friendly public offer to acquire all issued and outstanding shares of Scala. The offe . . . more >>
• KnowledgeBase Partners with Remedy - KnowledgeBase Solutionsannounced its partnership with Remedy. As a Remedy Technology partner, KnowledgeBase.net will integrate with Remedy A . . . more >>
• BBH Utilizes SAS Business Intelligence - SAS announced that Brown Brothers Harriman (BBH) has used SAS software to develop an online investment asset allocation service. Using this . . . more >>
• Unica and Epsilon Alliance Drives Results - Unica and Epsilon announced that their alliance has enabled clients to achieve measurable marketing results and ROI. Epsilon entered into a . . . more >>
• Satmetrix Recognizes FileNet - Satmetrix recently welcomed FileNet into the Satmetrix Elite program in recognition of how the company is incorporating business loyalty int . . . more >>
• Aspect Named Leader in Workforce Management - Aspect announced that Saddletree Research's latest study confirms Aspect's market-share leadership in the workforce management software spac . . . more >>
• FINEOS Appoints Advisor for Asia Expansion - FINEOS has just appointed Philip Small as an Advisory Director to assist the company with its market growth within the Asia Pacific region. . . . more >>
• Loquendo and Phonologies sign OEM Agreement - Phonologies, India's provider of platform technologies that converge the emerging standards in the "voice space" and telephony, and Loquendo . . . more >>

Stock Index
RealMarket	40.25	0.82%
Stock Index:	Tell me more
Dow Jones	10,042.16	0.34%
Nasdaq	1,949.00	0.34%
S&P 500	1,074.14	0.27%
Amdocs	26.2	0.52
APAC	2.75	-0.16
Applix	2.99	0.04
Apropos	3.66	0.17
Ask Jeeves	17.84	-0.51
Aspect	14.09	-0.14
Astea	2.701	0.021
ATG	1.49	-0.01
AVAYA	11.91	0.17
Blue Martini	4.6	0.11
Broadvision	4.62	-0.03
Chordiant	4.46	0.16
ClickSoftware	4.25	0.33
Convergys	15.2	0.02
Concerto	12.08	0.05
E.piphany	7.35	0
eGain	2.141	-0.079
eLoyalty	3.6	-0.05
Epicor	12.5	1.69
eOn	3.69	0.31
Firepond	3.15	0.02
FirstWave	4.361	0.161
Group 1	17.7	0.78
HP	22.31	0.11
ICT Group	13.85	0.09
Interact Intell	5.75	0.24
Interv Brite	10.29	0.61
KANA	3.05	0.06
LivePerson	5.21	-0.36
NCR	35.46	-0.09
NICE	23.4	0.14
Onyx Software	3.55	0.05
Oracle	12.83	0
Pegasystems	7.97	0.12
PeopleSoft	20.88	0.02
Pivotal	2.08	0
Primus	5.07	-0.11
Rainmaker	1.19	0.03
SAP	40.28	-0.49
Selectica	4.23	-0.05
Sento	3.66	-0.22
ServiceWare	0.58	0
Siebel	13.55	0.11
Sitel	2.81	0.05
SPSS	18.4	0
SupportSoft	13.59	0.07
Sykes	8.92	0.07
Tekelec	16.04	-0.1
Teletech	10.45	-0.19
Verint	23	0.62
Vignette	2.25	0.07
ViryaNet	5.31	-0.12
West Tel	23.08	-0.02
Witness	9.79	0.64
As of close 12/12/03