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"The Six Sigma Contact Center, Part 2"
Six Sigma is not just for manufacturing. Service organizations including financial, telecom, and healthcare have discovered that Six Sigma brings a process focus to their operations (e.g., improved customer service processes, improved customer-problem resolution, and improved internal support processes). Within these organizations, call centers play a significant role in gathering, aggregating and analyzing voice of the customer data that are crucial to customer centric organizations. Understanding voice of the business and voice of the shareholder data are important for organizations as well since they have a fiduciary responsibility to their shareholders. By using Six Sigma's define-measure-analyze-improve-control process, call centers have been able to reduce errors by improving their accuracy to improve customer satisfaction.
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Roger Lee, Director of Consulting Services, e-talk
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GoldMine Corporate Edition 6.7
FrontRange Solutions USA announced the availability of GoldMine Corporate Edition 6.7. The solution can scale from one user to larger sales organizations while allowing organizations to manage customer relationships in the way that best fits their business. (about FrontRange)
Epicor Announces ITSM
Epicor Software announced Epicor ITSM (Information Technology Services Management), a help desk management system that enables IT issues to be addressed quickly and efficiently by providing essential tools for internal IT support. The enhanced feature-set in Epicor ITSM has earned the solution ITIL (Information Technology Infrastructure Library) certification. (about Epicor)
Pegasystems Delivers Enterprise BPM Suite
Pegasystems announced the availability of its SmartBPM Suite, delivering PegaRULES Process Commander Version 4.2 and a set of components and functions that let organizations capitalize on the full potential of BPM - allowing them to model, simulate, execute, monitor and analyze the results of their critical business practices and processes.
Advanstar and Ulysses Learning Release Research Report
Ulysses Learning recently completed a primary research study for Advanstar Technology Group to help executives gain insights into how contact centers can improve business results through e-Learning. Contact centers of all sizes in all industries were studied with over 80 organizations participating. The final research report is being made available to contact center executives at no charge. The 17-page report features 5 sections of data and thoughtful analysis, including Survey Respondent Profile, e-Learning Audiences and Applications, e-Learning Results and Trends, and Simulation-based e-Learning Usage, Results, and Trends. (about Ulysses Learning)
UniPress Wins Users Choice Award For Second Straight Year
UniPress Software announced that it has received the 2004 Users Choice Award from CRMAdvocate for best help desk solution. The award program, in which solutions are voted on by end-users, recognizes excellence in CRM services and solutions providers. UniPress' flagship product, FootPrints, won the award for the second year in a row. (about UniPress)
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Required Reading |
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Check 21 Means Check with Your Customers
The Federal Deposit Insurance Corp. recently notified banks under its jurisdiction to start preparing for the Check Clearing for the 21st Century Act, also known as Check 21. The law, which goes into effect October 28th , 2004, gives banks the option of scanning checks deposited at ATMs and branches and transmitting the check images to the banks on which they're drawn. Many people in the industry are dealing with the issues Check 21 brings from an operations perspective, but the education of customers and continued support as the changes impact customers promise to be ongoing issues.
(KANA)
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Archive of past Required Reading articles |
Beachbody Boosts Sales With RightNow
RightNow Technologies announced that infomercial Beachbody has enhanced its contact center productivity, streamlined list management and boosted online conversion rates as a result of deploying RightNow Service. Plus, because of RightNow's on demand delivery model, Beachbody has been able to gain these high-value CRM benefits without incurring the lifecycle costs or aggravation associated with conventional enterprise software implementations. (about RightNow)
ExactTarget Achieves sforce Certified Designation
ExactTarget and salesforce.com announced that ExactTarget solutions have been "sforce Certified". Tightly integrated with Salesforce.com via the sforce on-demand platform and immediately available to salesforce.com customers, ExactTarget solutions empower marketers to leverage the sales, customer service and customer interaction data available through Salesforce.com to cross-market, drive relationships and engage the sales channel through effective email communications. (about ExactTarget)
Grand Central Introduces salesforce.com Integration on Demand Solution
Grand Central Communications and salesforce.com announced the availability of Grand Central's Business Services Network for Salesforce.com and Supportforce.com. Tightly integrated with Salesforce.com and Supportforce.com via the sforce on-demand platform and immediately available to salesforce.com customers, Grand Central's Business Services Network solution for Salesforce.com and Supportforce.com offers an "Integration On Demand" solution for integrating Salesforce.com and Supportforce.com with other business applications, service providers and data sources.
Chartered Institute of Management Sees Success With Siebel
Siebel Systems announced that CIMA has reduced processing and postal costs by 50 percent using Siebel Call Center. Using a single view of more than 146,000 members and students in 150 countries, the UK professional management accounting institute has eliminated examination entry processing times, fully implemented online registrations, and eliminated the need for eight contract staff workers who used to process subscriptions manually.
Vodafone Fiji Expands Subscriber Prepaid Services With Intervoice
Intervoice announced that it has received multiple expansion orders from Vodafone Fiji Limited for existing prepaid services to support its growing subscriber base. The expansion orders serve as validation of the customer's continued satisfaction with Intervoice and its prepaid, voicemail and short messaging service center (SMS-C) solutions.
Sales Productivity Leaders Honored at Pragmatech User Forum
Pragmatech Software announced that it has recognized several of its customers for their continued achievements in the deployment of Pragmatech Software's sales productivity applications. American Healthways, Herman Miller, Monster Worldwide, Carlson Marketing Group, and PeopleSoft were among those companies presented with awards at Pragmatech's 2004 International User Forum in Lake Buena Vista, Florida, in early October. (about Pragmatech)
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| Stock Index |
| RealMarket |
41.53
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1.53%
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| Stock Index: | Tell me more |
| Dow Jones | 10,035.73 | -0.19% |
| Nasdaq | 1,984.79 | 0.25% |
| S&P 500 | 1,130.58 | 0.01% |
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| Amdocs | 24.45 | -.31 |
| APAC | 1.60 | .00 |
| Apropos | 3.01 | .08 |
| Ask Jeeves | 26.39 | .44 |
| Aspect | 10.15 | .30 |
| Astea | 7.59 | .04 |
| ATG | .93 | -.01 |
| AVAYA | 14.26 | .04 |
| Blue Martini | 2.64 | -.01 |
| Broadvision | 2.40 | .02 |
| chinadotcom | 4.86 | .10 |
| Chordiant | 2.45 | .03 |
| ClickSoftware | 2.01 | -.07 |
| Convergys | 13.40 | .18 |
| E.piphany | 4.24 | .01 |
| eLoyalty | 5.36 | -.14 |
| Epicor | 15.61 | .12 |
| eOn | 1.34 | -.04 |
| Firstwave | 1.46 | .11 |
| HP | 19.00 | .24 |
| ICT Group | 7.50 | -.05 |
| Interact Intell | 4.60 | .17 |
| Interv Brite | 12.14 | .04 |
| KANA | 1.60 | -.05 |
| LivePerson | 2.22 | .07 |
| Motive | 15.06 | .06 |
| NCR | 57.00 | 1.74 |
| NICE | 21.50 | .01 |
| Nortel Networks | 3.49 | .11 |
| Onyx Software | 3.53 | .08 |
| Oracle | 12.80 | .05 |
| Pegasystems | 7.24 | -.06 |
| PeopleSoft | 22.79 | -.14 |
| Primus | 1.29 | .12 |
| Rainmaker | 1.38 | -.06 |
| RightNow | 18.28 | 1.61 |
| salesforce.com | 21.96 | .26 |
| SAP | 42.85 | .07 |
| Selectica | 3.78 | -.12 |
| Sento | 4.70 | .20 |
| ServiceWare | .41 | -.06 |
| Siebel | 9.62 | .10 |
| Sitel | 1.98 | .08 |
| SPSS | 15.47 | 1.72 |
| SupportSoft | 5.13 | .04 |
| Sykes | 6.05 | .26 |
| Tekelec | 22.48 | .15 |
| Teletech | 9.80 | -.16 |
| Verint | 38.62 | -.28 |
| Vignette | 1.15 | .03 |
| ViryaNet | 2.98 | .05 |
| West Tel | 31.89 | 1.81 |
| Witness | 15.46 | .04 |
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| As of close
11/02/04
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