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RealMarket Live! - Webcasts ON DEMAND |
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"Contact Center Best Practices? YOU Have the Answers"
Contact Center "best practices" is a common buzzword these days. A whole host of companies offer seminars, research papers, and access to databases for this valuable information (for a fee, of course). Do you realize that a great deal of "best practice" content already exists in your contact center environment? A certain percentage of your agents are already engaging in best practice behaviors- but you don't have a way to easily capture, identify or distribute the content. Business processes, product information and marketing offerings change often- you can't afford to wait weeks or months for learning content to be created for your agents.· Deliver the content to agents who are lacking in particular competencies (or provide them with training in new areas) and clearly measure the effectiveness of your training efforts.
(Listen Now)
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Must-Hear for:
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Call Center Managers, VP Client Services, CRM
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What you will learn:
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How to capture and identify best practice interactions in your center by call or interaction type- and very quickly turn the interactions into usable content. How can you identify which agents have competencies in key areas. How can you very quickly deliver best practice behaviors/processes to your entire contact center workforce.
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Featured Expert(s):
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Bill Concevitch, Director, eLearning Business, Witness Systems
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Archive
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syndicate RealMarket Live! on your web site |
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Scala Business Solutions to Merge With Epicor
The proposed merger will be effected by a public offer by Epicor for all the outstanding ordinary shares in the capital of Scala at an anticipated aggregate transaction value of approximately US$87 million, as of the closing price on November 13, 2003, consisting of a cash price of US$ 41.7 million subject to adjustment, plus 4.1 million shares of Epicor's common stock. The proposed merger would create one of the largest independent midmarket provider of collaborative ERP, CRM and SCM applications based on Microsoft's NET platform and Web services. Scala traditionally serves Scandinavia, Russia, Central and Eastern Europe, and China. (about Epicor)
Onyx Spells Out Offer to Pivotal
NEW YORK, Nov 14 (Reuters) - Onyx Software which recently announced an unsolicited bid for Pivotal Corp., said that a possible deal between the two companies could save about $4 million a quarter. The savings would come from $2 million a quarter in general and administrative expenses and at least $2 million a quarter in other areas. Onyx said it expects to incur transaction costs, restructuring and a break-up fee as part of an acquisition.
Michigan Dept of Treasury Automates Customer Service With Intervoice
The department handled over 1.4 million phone calls during the 2003 tax season from January to June with its speech-enabled system from Intervoice which reflects a two-fold increase over last year in the number of taxpayers served. Designed to maximize the efficiency and effectiveness of self-service channels for Michigan taxpayers, the Intervoice system reduced the number of calls handled by live agents for the state tax agency by 30 percent.
Siebel and Siemens Help City of Cologne
The City of Cologne is using Siebel applications to deliver public service to residents and visitors. As part of a program designed by Siemens Business Services, the City of Cologne has launched a call center based on Siebel Call Center in just four months. First-call resolution has improved significantly, as agents are now successfully resolving 80 percent of the 100,000 inbound telephone inquiries received per month (5,000 per work day) at the time of the initial request. (about Siebel)
FileNet Announces ISRA
FileNet announced general availability of its FileNet Image Services Resource Adapter (ISRA), which provides connectivity from applications built on Sun Microsystems' Java 2 Platform Enterprise Edition (J2EE), a distributed computing development framework, to content managed within FileNet Image Services repositories. ISRA, compliant with and built to the J2EE 1.3/Java Connector Architecture (JCA) 1.0 specifications, provides a Java-based solution to address connectivity between application servers and legacy enterprise information systems.
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Required Reading |
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Top 20 Performance Measures that Really Matter
You're proud. You've finally done it. You're a real multichannel operation. But how will performance will be measured across the different channels? The evolution of a simple call center into a multichannel contact center doesn't just happen overnight. You'll need to rethink what performance measurements are important for this new breed of operation. You many need to add or upgrade technologies, and staff skills certainly will need to expand as customer contacts begin to include email and Web chat in addition to incoming calls. Bottom line: Are the measures of performance that have served you well in the call center the same ones that will determine your success in the multichannel contact center?
more >>
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Archive of past Required Reading articles |
Group 1 and Headstrong Enter Into Alliance
Group 1 consultancy Headstrong have formed a partnership where Headstrong to deliver services in support of Group 1's Data Quality Connector for Siebel. The Group 1 Data Quality Connector for Siebel provides consolidated customer and prospect data in both batch and real-time modes by validating address information and merging duplicate records. With this alliance, Headstrong will be providing implementation support for organizations that purchase Group 1's Data Quality Connector for Siebel.
InstantService Announces Version 4.0
The latest version of the integrated chat, email management and self-help service software, InstantService 4.0, includes new features and improvements to optimize the efficiency of online customer management and agent performance to cut costs and increase sales conversions. Features include: Improved monitoring in the Agent Console, new agent Mail Sent Tab in the Agent Console, and optional categorization reminders at the conclusion of Chat and Mail sessions.
Giant Eagle Pilots NCR Direct Marketing Solution
Giant Eagle, a regional supermarket retailer, is testing a new way for its customers to benefit from targeted promotions by using an interactive touchscreen solution from NCR Corporation. The NCR Copient solution presents personalized offers based on purchase history from the Giant Eagle Advantage Card. In addition to receiving product discounts and rewards, customers may enter sweepstakes, join clubs based on interest, and provide immediate feedback.
Vignette Powers Online Marketplace
Vignette announced that Expopage, Fiera di Milano's marketplace, has selected Vignette as the portal framework for its online service. The portal is the first online tradeshow-based marketplace to be launched in Italy and enables exhibitors and visitors to meet and exchange information.
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| Stock Index |
| RealMarket |
39.66
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-3.29%
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| Stock Index: | Tell me more |
| Dow Jones | 9,768.68 | -0.71% |
| Nasdaq | 1,930.26 | -1.92% |
| S&P 500 | 1,050.35 | -0.77% |
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| Amdocs | 23.9 | -0.78 |
| APAC | 2.66 | 0.01 |
| Applix | 3.85 | 0.22 |
| Apropos | 3.9 | -0.03 |
| Ask Jeeves | 18.6 | -1 |
| Aspect | 13.99 | -0.42 |
| Astea | 2.6 | -0.68 |
| ATG | 1.59 | -0.04 |
| AVAYA | 13.52 | 0.07 |
| Blue Martini | 5.3 | 0.11 |
| Broadvision | 4.91 | -0.17 |
| Chordiant | 4.08 | -0.07 |
| ClickSoftware | 3.86 | -0.15 |
| Convergys | 15.6 | -0.44 |
| Concerto | 11.93 | -0.03 |
| E.piphany | 7.62 | -0.38 |
| eGain | 2.7 | -0.42 |
| eLoyalty | 3.6 | 0 |
| Epicor | 11.55 | 0.52 |
| eOn | 2.77 | 0.03 |
| Firepond | 3.141 | -0.019 |
| FirstWave | 5.501 | -0.279 |
| Group 1 | 17.54 | -0.54 |
| HP | 22.09 | -0.26 |
| ICT Group | 12.6 | -1.4 |
| Interact Intell | 3.4 | 0 |
| Interv Brite | 10.08 | -0.37 |
| KANA | 3.1 | -0.1 |
| LivePerson | 5.85 | 0.25 |
| NCR | 34.77 | -1.19 |
| NICE | 25.08 | 0.14 |
| Onyx Software | 4.25 | -0.05 |
| Oracle | 12.29 | -0.28 |
| Pegasystems | 7.5 | -0.09 |
| PeopleSoft | 21.04 | -0.56 |
| Pivotal | 1.85 | -0.02 |
| Primus | 3.89 | -0.51 |
| Rainmaker | 1.48 | 0.19 |
| SAP | 38.28 | -0.42 |
| Selectica | 4.6 | -0.06 |
| Sento | 3.35 | -0.04 |
| ServiceWare | 0.59 | 0 |
| Siebel | 13.15 | -0.62 |
| Sitel | 1.98 | -0.04 |
| SPSS | 18.23 | -0.96 |
| SupportSoft | 11.95 | -0.86 |
| Sykes | 9.45 | -0.06 |
| Tekelec | 16.14 | -0.71 |
| Teletech | 9.21 | -0.17 |
| Verint | 21.23 | -0.82 |
| Vignette | 2.45 | -0.07 |
| ViryaNet | 6.4 | 0.15 |
| West Tel | 23.95 | -0.17 |
| Witness | 8.2 | -0.63 |
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| As of close
11/14/03
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