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RealMarket Live! - Webcasts ON DEMAND |
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"Actionable Intelligence for a Smarter Workforce"
Actionable Intelligence for a Smarter Workforce A contact center agent's ability to deliver superior service is crucial to building and maintaining strong, profitable customer relationships. Yet most organizations offer only traditional classroom-based training programs to their agents, giving them just a fraction of the information and knowledge they need to provide the best possible service. Actionable intelligence can transform your workforce by turning your contact center interactions into the mission-critical insights needed to implement an effective and comprehensive strategy for agent evaluation, training and coaching. Supervisors can measure the impact of agent interactions and accurately identify skill deficiencies, provide training that is relevant, targeted and actionable, and deliver ongoing coaching in real-time, based on individual needs. As a result, they can improve job satisfaction and reduce turnover while building a team of more knowledgeable, motivated and confident agents who are better equipped to serve customers.
(Listen Now)
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Must-Hear for:
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Anyone interested in building a more effective call center workforce.
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What you will learn:
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How to get more out of your agent learning and coaching strategies.
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Featured Expert(s):
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Brian Weiss, VP, Product House, Contact Center Solutions Verint
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Archive
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syndicate RealMarket Live! on your web site |
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SalesLogix Announces New Tools
Best Software outlined key elements of SalesLogix Customer Service, a new component of the integrated SalesLogix 6.2 CRM Suite, for small to medium-sized businesses that want to interact more productively with customers. The new tools in SalesLogix 6.2 use a service ticket workflow design that allows all customer-facing employees to track and resolve customer issues and requests. Service tickets are associated with SalesLogix accounts and contacts so all users can capture and view critical data, increasing departmental effectiveness and customer satisfaction. (about Best Software)
Heartbeat Presenter 4.3 Released
Heartbeat Software has announced the launch of Heartbeat Presenter 4.3, a version of their Presentation Content Management software. The new version has enhanced features that help to increase efficiencies and ensure legal and regulatory compliance. The new and enhanced features include versioning, archiving, excel and external data linking, content configuration, and enhanced search functionality.
Delaware Investments Selects Verint
Verint Systems announced that Delaware Investments has selected Verint's ULTRAT Intelligent Recording solution to support the company's customer service initiatives. ULTRA Intelligent Recording drives total quality by enabling organizations of all sizes to cost-effectively capture all customer interactions and extract actionable intelligence from telephone, Voice-over-IP, email, chat or agent assisted co-browsing contacts. (about Verint)
Continental Tire Reaps Nearly 500 Percent Annual ROI With RightNow
RightNow Technologies announced Continental Tire North America (CTNA) has realized an almost 500 percent annual return-on-investment and annualized savings of over $200,000 since it has implemented RightNow Service in its Customer Service Center. By handling tens of thousands of inquiries online each year, CTNA realized call volume reductions of roughly 40 percent and email inquiry reductions of approximately 90 percent. (about RightNow)
Independent Research Firm Gives eGain Top Score
eGain Communications announced that its multi-channel customer service suite received the top score for email response management (4.8 out of 5.0) among all vendors, and the top scores for knowledge base (4.1), search technology (4.4), and reporting and analysis (2.8) categories among publicly held eService vendors. eGain was among companies that Forrester invited to participate in its TechRankings evaluation. (about eGain)
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Required Reading |
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Surveying in the Contact Center
Companies worldwide realize the importance of collecting, reporting, and incorporating information from customers. Customer interactions take place primarily in the contact center where the majority of customer perceptions are formed. This paper explains the value of surveying customers, its role, and the impact in the contact center. It explains the difference between research surveys and transactional surveys, and outlines the associated strengths and weaknesses of each approach.
(Amae Software)
more >>
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Archive of past Required Reading articles |
All Nippon Airways Relies on Aspect
Aspect Communications Corporation announced that All Nippon Airways (ANA) is using Aspect Call Center and Aspect Contact Server technology to provide world-class service for tens of thousands of calls monthly without compromising revenue. Japan's second-largest airline and leading domestic passenger carrier returned to profitability last year and plans to use Aspect's solutions to provide customers with excellent service that keeps pace with growing demand.
New Study FindsCable Operators Are Racing to Beat Telcos to the VOIP Market
Cable network operators in North America are making significant progress in delivering Internet-based voice services to compete directly with local phone companies for the high-end consumer and small-business markets with "triple play" services that include voice, video, and data, according to a major new study released today by Heavy Reading, the market research division of Light Reading Inc. "Cable Triple Play: The VOIP Card" analyzes the voice services strategies of the 37 largest cable multiple system operators (MSOs) in North America, detailing each MSO's current voice service strategy and plans to expand into the voice market over the next 24 months.
PlanSoft And seeUthere Merge To Create OnVantage
PlanSoft Corporation and seeUthere Technologies announced the merger of the two companies to create OnVantage. OnVantage consolidates the buying power of over 400 of the Fortune 500 companies and thousands of additional corporations and associations. Each buyer will have access to a vast network of over 40,000 hotel properties and 30,000 meeting suppliers in North America, Europe, and Asia. The combination creates a new marketplace - the OnVantage Marketplace for Meetings.
Pragmatech Software Named to Software 500
Pragmatech Software announced its inclusion on the Software 500 published as an online catalog on www.Softwaremag.com. 2004 marks the fifth time the company has been named to the list. The Software 500 is a revenue-based ranking of the world's largest software and services suppliers targeting enterprise IT organizations. (about Pragmatech)
Nortel Networks Appoints Chief Marketing Officer
Nortel Networks announced the appointment of Clent Richardson as chief marketing officer effective October 1, 2004. Richardson, 43, will lead a newly formed global marketing organization responsible for brand development and management, online presence, solutions marketing, advertising, public relations, sponsorships, promotions, community relations, employee communications and events. (about Nortel)
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| Stock Index |
| RealMarket |
36.72
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-1.83%
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| Stock Index: | Tell me more |
| Dow Jones | 9,988.54 | -0.59% |
| Nasdaq | 1,859.88 | -1.05% |
| S&P 500 | 1,103.52 | -0.60% |
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| Amdocs | 21.54 | -.62 |
| APAC | 1.52 | -.03 |
| Apropos | 2.96 | -.06 |
| Ask Jeeves | 31.69 | -1.31 |
| Aspect | 9.27 | -.12 |
| Astea | 7.24 | .14 |
| ATG | .93 | -.02 |
| AVAYA | 14.73 | .23 |
| Blue Martini | 2.66 | -.07 |
| Broadvision | 2.69 | -.16 |
| chinadotcom | 4.60 | -.40 |
| Chordiant | 2.52 | -.08 |
| ClickSoftware | 1.80 | .15 |
| Convergys | 12.76 | -.01 |
| E.piphany | 3.76 | -.19 |
| eLoyalty | 5.82 | -.23 |
| Epicor | 11.88 | -.69 |
| eOn | 1.36 | -.16 |
| Firstwave | 1.38 | -.01 |
| HP | 18.40 | -.18 |
| ICT Group | 7.06 | -.19 |
| Interact Intell | 3.33 | -.09 |
| Interv Brite | 10.71 | .16 |
| KANA | 1.54 | -.03 |
| LivePerson | 3.39 | -.19 |
| Motive | 11.57 | .50 |
| NCR | 49.75 | .73 |
| NICE | 21.48 | -.24 |
| Nortel Networks | 3.26 | -.15 |
| Onyx Software | 3.42 | .07 |
| Oracle | 11.19 | .15 |
| Pegasystems | 7.00 | -.06 |
| PeopleSoft | 19.76 | -.23 |
| Primus | 1.11 | -.07 |
| Rainmaker | 1.60 | .00 |
| RightNow | 11.73 | -.27 |
| salesforce.com | 15.59 | -.45 |
| SAP | 38.24 | -.37 |
| Selectica | 3.70 | .01 |
| Sento | 6.24 | -.09 |
| ServiceWare | .45 | .00 |
| Siebel | 7.55 | -.20 |
| Sitel | 2.16 | -.16 |
| SPSS | 13.63 | .04 |
| SupportSoft | 9.15 | -.05 |
| Sykes | 4.52 | -.08 |
| Tekelec | 16.30 | -.49 |
| Teletech | 9.33 | -.11 |
| Verint | 34.12 | -.17 |
| Vignette | 1.25 | -.06 |
| ViryaNet | 3.34 | .36 |
| West Tel | 29.00 | -.05 |
| Witness | 15.34 | -.18 |
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| As of close
09/27/04
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