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RealMarket Live! - Webcasts ON DEMAND |
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"Get a Smart Start on Knowledge Management"
A guide to quickly implementing and benefiting from knowledge management in your service center. Most service centers don't get started with knowledge management because of the time and resources to get up and running. This Webcast will help you get a smart start on KM in your service center by teaching you how to identify the knowledge you already have, capture knowledge from analysts natural problem-resolution workflow then reuse it to make your service center more efficient. A NextPage knowledge expert, trained in Knowledge-Centered Support and STI Knowledge best practices, will guide you through the process of how to get up and running with KM in one day, then how you can implement simple procedures to get the most from your knowledge management solution.
(Listen Now)
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Must-Hear for:
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Service Center, Help Desk and Call Centers looking to use knowledge management for increased efficiency and effectiveness
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What you will learn:
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How to get a quick and productive start to knowledge management based on best practices from dozens of service centers
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Featured Expert(s):
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Daniel Mason, Vice President, NextPage
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Archive
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syndicate RealMarket Live! on your web site |
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PeopleSoft Selects Motive to Enhance the Management of Application Environments
Motive announced that PeopleSoft will use Motive Profile, Motive's configuration management product, to offer enhanced management capabilities for PeopleSoft environments. This move allows PeopleSoft to give its customers more visibility and control over their PeopleSoft applications which increasingly include highly distributed, interdependent components.
IT Managers Believe Windows SP2 Upgrade May Cause More Problems Than It Solves in Short Term
SupportSoft announced the results of a national survey conducted among IT management in which 66% believed that they will incur more end-user calls for support when deploying SP2, Microsoft's most recent major upgrade to Windows XP with significant new security features. Further, 30% said that they have "no idea what to expect" when asked about how the SP2 upgrade will affect their company's help desk, indicating that IT managers may be unprepared for the migration. (about SupportSoft)
Bluetech Announces Software
Bluetech of San Diego announced a new web based Customer Service & CRM software Vuechat that will enable companies to communicate with their customers, and therefore generate greater sales. Companies can host their own servers. Also customers do not have to download any software to enter into a web cam chat environment with a company sales representative. Vuechat is written in Java and is therefore a web-based program.
StreamServe Implements salesforce.com for Global CRM
Salesforce.com announced that StreamServe selected salesforce.com for integrated, global CRM. StreamServe found that salesforce.com's on demand CRM solution provided the rapid implementation, scalable architecture, state-of-the-art functionality and strong integration and customization capabilities that StreamServe needed to support its rapidly growing customer base and global sales initiatives.
Best Software Brings More Capabilities to BSAN Members
Best Software announced the availability of ACT! 2005 to its Best Software Accountants' Network (BSAN) members, as part of the BSAN software libraries. Also, Best Software debuted its ACT! 2005 contact and customer management product family. With this launch, BSAN members now have access to this latest offering in a wide range of resources to help accountants more efficiently manage their firms and their clients. (about Best Software)
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Required Reading |
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The Future of Customer Service: Adaptive Knowledge-Powered Support
How do you make your customers happy? Companies of all sizes, across all industries, continuously grapple with this question. In the past, buoyed by a strong economy, customers were more materialistic in nature; therefore, corporate customer service initiatives were often centered on the product. The focus was on elevating the product's "whiz-bang" effect; this, in turn, would help to ensure the customer's level of satisfaction.
(ServiceWare)
more >>
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Archive of past Required Reading articles |
Epson Europe Electronics Chooses BroadVision
BroadVision announced that Epson Europe has chosen BroadVision self-service web applications to power its customer portal www.epson-electronics.de. The company will use the same portal infrastructure to support personalized portals for employees, partners and suppliers -- providing individuals in each group with customized information, transaction options and services based on their profiles and access privileges.
Stata Labs With eGain
eGain Communications announced that the hosted version of its eService and outbound campaign solutions enabled Stata Labs to rapidly design and deploy a customer interaction hub. To create a customer interaction hub that enables sales and service interactions with a 360-degree view of the customer and a common knowledge base, Stata Labs deployed on-demand versions of eGain Mail, eGain SelfService, eGain LiveWeb, and eGain Campaign.
ViryaNet Takes Aim At Industry Competitors With Optimizer Challenge
ViryaNet unveiled a new industry program, called Optimizer Challenge, to help companies reduce their field service expenses by improving the assignment and execution of field work through optimization. The program, targeted primarily towards the utility and telecommunications sectors, invites companies to provide sample work-order data, which will be used by ViryaNet to re-create optimal work assignments and call logistics.
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| Stock Index |
| RealMarket |
35.28
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1.32%
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| Stock Index: | Tell me more |
| Dow Jones | 10,150.62 | 0.51% |
| Nasdaq | 1,852.81 | 0.86% |
| S&P 500 | 1,101.54 | 0.49% |
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| Amdocs | 20.00 | .14 |
| APAC | 1.65 | -.05 |
| Apropos | 3.40 | .18 |
| Ask Jeeves | 27.69 | .97 |
| Aspect | 7.91 | .04 |
| Astea | 6.09 | .13 |
| ATG | .98 | -.05 |
| AVAYA | 13.09 | -.01 |
| Blue Martini | 2.74 | -.14 |
| Broadvision | 2.84 | .01 |
| chinadotcom | 4.40 | .19 |
| Chordiant | 2.87 | .07 |
| ClickSoftware | 1.34 | -.01 |
| Convergys | 13.95 | .39 |
| E.piphany | 3.84 | .15 |
| eLoyalty | 5.52 | .06 |
| Epicor | 10.98 | .01 |
| eOn | 1.09 | -.05 |
| Firstwave | 1.40 | -.05 |
| HP | 18.03 | .35 |
| ICT Group | 7.48 | -.36 |
| Interact Intell | 3.42 | -.11 |
| Interv Brite | 9.14 | .17 |
| KANA | 1.59 | .06 |
| LivePerson | 2.54 | .04 |
| Motive | 9.90 | .01 |
| NCR | 44.57 | .07 |
| NICE | 19.90 | .15 |
| Nortel Networks | 3.92 | -.02 |
| Onyx Software | 3.21 | -.09 |
| Oracle | 10.36 | .03 |
| Pegasystems | 6.67 | .21 |
| PeopleSoft | 17.23 | .02 |
| Primus | 1.19 | -.03 |
| Rainmaker | 1.48 | -.03 |
| RightNow | 8.15 | .22 |
| salesforce.com | 12.91 | .14 |
| SAP | 36.39 | -.13 |
| Selectica | 3.90 | .00 |
| Sento | 6.50 | .09 |
| ServiceWare | .45 | -.03 |
| Siebel | 7.76 | -.01 |
| Sitel | 2.27 | .02 |
| SPSS | 14.98 | .98 |
| SupportSoft | 10.11 | -.01 |
| Sykes | 5.00 | .00 |
| Tekelec | 18.77 | .20 |
| Teletech | 8.20 | -.01 |
| Verint | 31.26 | .65 |
| Vignette | 1.21 | .03 |
| ViryaNet | 2.40 | -.27 |
| West Tel | 26.43 | .52 |
| Witness | 13.95 | .44 |
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| As of close
08/25/04
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