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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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syndicate RealMarket Live! on your web site |
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Group 1 Receives Two Patents
Group 1 Software announced that the United States Patent Office has issued two new patents to the company. The patents are components of the company's data integration technology, called Sagent Data Flow, for which Group 1 already holds an array of patents. These technologies are essential components of enterprise applications including customer relationship management (CRM), enterprise resource planning (ERP) and business intelligence systems.
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Required Reading |
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CRM: The Year in Preview
Was 2003 a year of rebirth for the CRM industry? Vendors released more vertical applications than ever before. Hosted CRM solutions became
entrenched in the market. The mid-market became the new hot target. And marketing began to get its due attention from vendors. As these trends took shape--and then took hold--it became increasingly clear that they are not fads. So what about the future? What are hot trends for 2004? Read the CRM Magazine story to learn more.
more >>
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Archive of past Required Reading articles |
- Witness Adds New Business Optimization Assessment - From the company's newly branded Witness Consulting Network, the new business optimization assessment is designed to help companies maximize . . . more >>
- Avaya Introduces New System - Avaya announced the global availability of a new communication system that delivers big-business capabilities to small and home offices, and . . . more >>
- Amdocs to Acquire Mediation Software Provider XACCT - Amdocs Limited announced that it has reached agreement to acquire XACCT Technologies, a privately-held provider of industry-leading mediatio . . . more >>
- Must Do CIO Resolutions For 2004 - Gartner presented its ten 'Must Do' New Year Resolutions for CIOs and IT Directors for 2004. The resolutions are designed to help CIOs drive . . . more >>
- Exstream Joins IBM ISV Initiative - Exstream Software has joined IBM's ISV Advantage Initiative to provide independent software vendors (ISVs) with technical and marketing supp . . . more >>
- ClickSoftware Selected For Field Service Scheduling - ClickSoftware announced that it has been chosen by one of the telecommunications companies to provide optimization solutions to the field fo . . . more >>
- Siebel CRM OnDemand Finds New Client - Siebel announced that The World's Finest Resorts, a private members club for luxury vacation property owners, has selected Siebel CRM OnDema . . . more >>
- Oncontact Software Wins Award - Oncontact Software announced that it was recently awarded the 2003 eInnovate award for its continued leadership and innovation in the CRM ma . . . more >>
- BMC Announces Siebel Validation - The integration between BMC's SmartDBA DB2 UDB version 1.0, which is a data management tool for mainframe and distributed environments, and . . . more >>
- La Poste Tunisienne With Altitude Software - Altitude Software announced that La Poste Tunisienne, the Tunisian postal service, has implemented Altitude Software's contact center suite . . . more >>
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| Stock Index |
| RealMarket |
41.09
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0.64%
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| Stock Index: | Tell me more |
| Dow Jones | 10,338.00 | 0.58% |
| Nasdaq | 1,955.80 | 0.24% |
| S&P 500 | 1,092.94 | 0.39% |
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| Amdocs | 22.83 | 0.37 |
| APAC | 2.58 | -0.02 |
| Applix | 3.37 | 0.2 |
| Apropos | 3.51 | 0.17 |
| Ask Jeeves | 18.54 | -0.11 |
| Aspect | 15.45 | -0.25 |
| Astea | 2.75 | 0 |
| ATG | 1.37 | 0.03 |
| AVAYA | 11.82 | 0.42 |
| Blue Martini | 4.59 | 0.03 |
| Broadvision | 4.44 | 0.12 |
| Chordiant | 5.14 | 0.15 |
| ClickSoftware | 3.85 | -0.1 |
| Convergys | 16.4 | 0.28 |
| Concerto | 12 | -0.03 |
| E.piphany | 7.08 | 0.03 |
| eGain | 2.1 | 0.01 |
| eLoyalty | 3.97 | 0.47 |
| Epicor | 12.79 | -0.2 |
| eOn | 3.42 | -0.24 |
| Firepond | 3.15 | 0 |
| FirstWave | 4.15 | -0.03 |
| Group 1 | 18 | 0.43 |
| HP | 22.2 | 0.02 |
| ICT Group | 12.9 | -0.77 |
| Interact Intell | 5.131 | -0.319 |
| Interv Brite | 9.96 | 0.22 |
| KANA | 3.08 | 0.03 |
| LivePerson | 5.25 | 0.09 |
| NCR | 39.27 | 2.86 |
| NICE | 23.5 | 0.07 |
| Onyx Software | 3.6 | 0.08 |
| Oracle | 13.2 | 0.11 |
| Pegasystems | 8.37 | 0.19 |
| PeopleSoft | 22.18 | 0.05 |
| Pivotal | 2.06 | 0 |
| Primus | 6.08 | 0.05 |
| Rainmaker | 1.321 | -0.099 |
| SAP | 40.8 | 0.35 |
| Selectica | 4.05 | -0.13 |
| Sento | 4.4 | 0.2 |
| ServiceWare | 0.52 | -0.06 |
| Siebel | 14.15 | 0.15 |
| Sitel | 2.67 | -0.08 |
| SPSS | 18.34 | 0.33 |
| SupportSoft | 12.42 | -0.28 |
| Sykes | 8.41 | 0.31 |
| Tekelec | 15.23 | 0.13 |
| Teletech | 9.74 | -0.02 |
| Verint | 22.23 | -0.47 |
| Vignette | 2.33 | 0.02 |
| ViryaNet | 5.45 | 0.1 |
| West Tel | 23.05 | -0.06 |
| Witness | 9.46 | 0.24 |
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| As of close
12/22/03
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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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HDI 2004 Annual Conference & Expo -
We invite you to come have a ball and celebrate at HDI 2004 - the 15th annual gathering for the service and support industry! Celebrate community and service. Celebrate the past, present and future of the support industry. Celebrate change and have fun! Journey into an adventure... an exciting learning adventure that will inspire you with new strategies, introduce you to new tools of the trade, and immerse you in community spirit. Stroll the Beach Boardwalk - HDI 2004's Expo Hall - and discover the latest tools and services for the IT and customer support organization from more than 70 leading vendors.
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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