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Webinar - Help Desks: Doing More with Less
In these uncertain economic times, help desks are expected to provide more services, more solutions, take more calls, close more tickets...and accomplish this with less staff, less budget and less resources. Join Saśl Manzanet, Help Desk Manager for Robert W. Baird & Co., as he provides real strategies on how to boost productivity in the help desk effective and realistic Service Level Agreements. more »

Primus Launches Answer Engine Version 3.0
Primus Knowledge Solutions released Primus Answer Engine version 3.0, a solution with new capabilities for answering customer questions in Web self-service and assisted service environments. Answer Engine 3.0 aims to enable companies to take full advantage of valuable content that already exists in disparate corporate databases and document repositories by consolidating access with unequaled self-service search. more »

PRC Launches New Suite
Precision Response Corporation (PRC) announced the launch of a new suite of interactive voice response (IVR) services. Provided through a relationship with Intervoice this offering augments PRC's existing services suite to provide a range of IVR service delivery options.

CRL Solutions Survey Results
CRL Solutions conducted a web-based survey in collaboration with eCustomerServiceWorld.com targeting senior and middle customer service managers. The results indicated that customer service training was under resourced with half of all respondents believing that their organisations' approach to customer service training was less than adequate.

FW Murphy On J.D. Edwards
J.D. Edwards announced that FW Murphy has successfully implemented J.D. Edwards CRM, part of the J.D. Edwards 5 family of applications, to integrate with its existing J.D. Edwards ERP and SCM applications. FW Murphy will soon be extending their implementation of J.D. Edwards 5 Supply Chain applications through the company's recent purchase of J.D. Edwards Demand Consensus and its implementation of J.D. Edwards Order Promising.

Consumer Study
A recent study shows that an overwhelming majority of consumers formulate their perceptions of a company, and their decision to re-purchase from the business, based on their experiences with the company's customer service contact center. The survey, sponsored by Kelly Services in partnership with Purdue University's Center for Customer-Driven Quality, reveals that 92 percent of U.S. consumers form their image of a company based on their experience using their call center. Just as marketing and advertising have an impact on a company's brand image, call centers also play an important role, and should be considered a critical element of a company's strategy.

Ai-Logix Voice Recording
Ai-Logix announced the availability of G.729a support on its SmartWORKS advanced voice recording cards for building call monitoring and recording applications, which provides recordings, accuracy, improved compression rates, and 38% more storage than the GSM voice encoders currently available on the open market.

ntl With a.p.solve
ntl has selected TASKFORCE, a fieldforce management solution from a.p.solve, to automate the daily processes and tasks of its field engineers across the country. Delivered through one of a.p.solve's premier partners, BT Wholesale, TASKFORCE will provide customer service to ntl's 2.69 million residential customers.

SupportSoft Joins Internet Home Alliance
SupportSoft has joined the Internet Home Alliance to help develop the market for connected home technology products and services using broadband or persistent Internet connections. Through their participation in the Internet Home Alliance, SupportSoft plans to collaborate with other companies who share their vision of the home of tomorrow, with technologies and services that aim to deliver enhanced functionality, distance learning and new forms of family enjoyment for the connected home.

• Alticor With Interactive Intelligence
  
• DevElements Extends Partnership With Cyracle