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WorkForce Management Group Announces Scorecard and Streamline
ScoreCard is a service developed to deliver contact center managers an unbiased rating on their centers use of their installed workforce management technology. ScoreCard breaks down the components of effective tactics and will immediately identify for those managers the areas that they should focus on to improve performance. WFMG's ScoreCard will enable managers to hone in on the components of technology, people or process that present areas of opportunity for increased workforce optimization.

Customer Relationship Metrics Releases New Research Findings
Customer Relationship Metrics announced that has released findings from a 6-month research study on agent-level customer feedback and it impact on First Contact Resolution (FCR). The highlights of the study reveal a staggering difference in collecting customer evaluations of service delivery that is linked to a specific CSR and feedback that is not linked. The results were so dramatic that the center not linking the results to a specific CSR actually experienced decreases in FCR, while the center linking the evaluation to the CSR experienced double-digit increases in FCR. Considering FCR is the single most contributing factor to customer satisfaction the findings prove linking the evaluation must be the goal in collecting customer feedback.

Convergys Expands E-Learning Services Offerings
Convergys introduced its Customer Training For-Profit Solution, a set of products and services designed to empower clients with the necessary tools to build and manage a profit-generating e-learning business. The Customer Training For-Profit Solution is a suite of learning services designed primarily for organizations that provide training services to clients on the intricacies and "how to's" of the organization's products and services.

ExactTarget Adds 66 New Customers in July
ExactTarget added 66 new organizations to its growing list of customers in July, bringing the total number of customers using ExactTarget to nearly 2,500. New customers span a variety of industry verticals and include organizations such as: Booth Creek Resorts, Davis-Anderson Merchandising, Online Trading Academy, Pinpoint Interactive Media, and PlattForm Advertising.   (about ExactTarget)

Working Solutions Uses Siebel
Siebel Systems announced that Working Solutions has deployed Siebel Contact OnDemand and Siebel CRM OnDemand. Siebel Contact OnDemand, a hosted contact center solution, is helping Working Solutions provide superior customer service by effectively managing increases in call volume due to seasonal and client demand. Working Solutions has also implemented Siebel CRM OnDemand to model business processes its clients use on-site.

			Required Reading
		CRM 2004: Will Old Problems Sink New Users?    Customer relationship management is becoming a commonplace technology. Soon, two-thirds of all U.S. companies will have deployed a CRM system, according to this month's CIO Insight survey of 341 IT executives . Lower prices, due in part to hosted, Web-based systems, and the desire to analyze customer data and satisfy clients are driving adoption. Interest in CRM for sales force and call-center automation remains strong, too. But CRM has disappointed many IT executives, especially those at large companies. (CIO Insight) more >>
Archive of past Required Reading articles

RS Medical Selects Pegasystems BPM Software
RS Medical will deploy PegaRULES Process Commander as the foundation for its core business systems, including order fulfillment, invoicing, customer support, inventory management and product distribution. The company also plans to drive new revenue streams from Web-based product ordering enabled by applications built on the Pegasystems platform.

Altitude Software Signs Partnership Agreement In Turkey TPG-NET
Altitude Software announced that it has reached an agreement with Technology Partnering Group AS for the distribution, implementation, and support of the Altitude uCI contact centre software solution to the Turkish market.

Centergistic Signs Nettworld
Centergistic Solutions has signed Nettworld to resell the AgentView Enterprise family of products into contact centers throughout India. Under the agreement, Nettworld will be licensed to sell, install and maintain the product line, consisting of AgentView Enterprise Express, AgentView Enterprise and AgentView EPM (Enterprise Performance Management) into specific geographical regions throughout India.