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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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Oracle Learns That PeopleSoft Will Reject Oracle Best and Final Offer Oracle has learned that PeopleSoft will reject Oracle's $24.00 a share best and final offer. The cash tender offer to purchase all of the outstanding shares of PeopleSoft stands at $24.00 per share, or approximately $8.8 billion, and will be withdrawn in the event a majority of shares have not been tendered by midnight (EST) November 19, 2004.
Cintech Announces Purchase Agreement with Skyflow Cintech announced that it has completed an agreement to purchase the assets of Skyflow, a provider of speech enabled self service solutions. Cintech will acquire all assets including intellectual property, patents, equipment, contracts and licenses. Cintech will not assume any of Skyflow's liabilities. Cintech will rebrand the Skyflow solution as cResponse and will incorporate the technology as a key component of cTouch, its customer contact portfolio, which currently includes advanced customer care technologies such as email management, chat interaction and web collaboration.
Mezzia Names David Wortman CEO Mezzia announced the appointment of David Wortman as chief executive officer. The company also announced its principal investors have increased their investment in the company. Mr. Wortman is the former chairman and CEO of Made2Manage Systems, an enterprise business application solution provider for manufacturers and distributors.
RightNow and Quris Partner RightNow Technologies announced a partnership with Quris to deliver email marketing programs. The joint offering combines RightNow Marketing technology platform with campaign management strategy and services from Quris to optimize the email channel to increase customer loyalty, drive revenue and implement proactive customer service. (about RightNow)
T-Systems to Deploy Siebel CRM OnDemand Siebel Systems announced that T-Systems will deploy Siebel CRM OnDemand for approximately 1,000 sales professionals around the world to maximize sales performance. This hosted CRM implementation will be integrated with T-Systems' highly successful Siebel on premise deployment in Germany, where 2,800 staff are already using Siebel Sales to maximize sales performance. T-Systems' sales teams will use the combined hosted and on premise solution to close cross-border opportunities more quickly and achieve a higher standard of customer satisfaction.
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Required Reading |
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Are you selling value?
There is more to selling than offering the lowest price. In fact, sometimes "value" has absolutely nothing to do with price. If you are not offering a total solution that meets the critical needs of your prospect, then your buyer will likely buy from someone who can. Value is an extremely part of the selling equation. Your prospects want a superior product or service - one that comes with added benefits such as technical training, extended warranties, top-notch customer service, implementation support, consulting hours and more. They want assurance that if they have a problem or question down the road, you'll be there with a solution.
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Archive of past Required Reading articles |
BroadVision Announces Private Financing BroadVision announced that it has entered into an agreement for the private placement of up to $20 million of convertible debentures to five institutional investors. The Company will initially issue $16 million of debentures which will be convertible into common stock at a fixed conversion price of $2.76 per share, or a 15% premium to the stock's trailing 10-day volume weighted average price.
EditLive! Improves Content Contribution Software developer, Ephox, announced the release of EditLive! for Java 4.0. This latest release provides functionality offering improvements for end users and developers over traditional means of Web content contribution. EditLive! products offer cross platform solutions, streamlining Web content contribution for both end users and developers.
FrontRange Named to Software 500 List FrontRange Solutions has earned a spot on the 2004 Software 500 list of the nation's largest software companies. Each year Software Magazine publishes the Software 500, a list of the nation's largest software companies. FrontRange is listed #203 on the list, after posting FY2004 financial results that featured an increase in profits compared to the previous fiscal year. (about FrontRange)
ServiceWare Delivers Results ServiceWare has announced results of operations for the third quarter ended September 30, 2004. The company achieved its second consecutive quarter of profitability with a 45% increase in revenues over the same quarter last year. Total revenue for the quarter was $4 million, as compared to $2.7 million for the third quarter of 2003. Net income for the quarter was $201,000, compared to a net loss of $494,000 or ($0.02) per share for the same period in 2003.
ExactTarget President Receives Accolade Junior Achievement of Central Indiana-together with it's partner, KPMG, held its annual Best and Brightest luncheon to honor those outstanding professionals, ages 40 and under, making contributions throughout the region. Scott Dorsey, president of ExactTarget-an Indianapolis-based developer of on-demand email marketing software solutions-took top honors for the Central Indiana technology sector. (about ExactTarget)
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| ATG | .93 | .01 |
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| eOn | 1.77 | .07 |
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| HP | 18.97 | -.73 |
| ICT Group | 9.17 | .17 |
| Interact Intell | 4.54 | -.19 |
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| KANA | 1.49 | -.11 |
| LivePerson | 1.99 | -.11 |
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| NCR | 57.15 | -.29 |
| NICE | 25.05 | .16 |
| Nortel Networks | 3.58 | .00 |
| Onyx Software | 3.55 | .07 |
| Oracle | 13.38 | .03 |
| Pegasystems | 7.38 | -.02 |
| PeopleSoft | 22.79 | -.23 |
| Primus | 1.29 | .12 |
| Rainmaker | 1.13 | -.05 |
| RightNow | 18.40 | -.60 |
| salesforce.com | 19.53 | .00 |
| SAP | 44.35 | .35 |
| Selectica | 3.84 | -.03 |
| Sento | 5.34 | -.13 |
| ServiceWare | .46 | -.03 |
| Siebel | 9.32 | -.12 |
| Sitel | 2.02 | .10 |
| SPSS | 15.37 | .66 |
| SupportSoft | 5.18 | -.07 |
| Sykes | 6.88 | -.01 |
| Tekelec | 22.99 | -.26 |
| Teletech | 10.38 | .20 |
| Verint | 37.63 | .21 |
| Vignette | 1.19 | .02 |
| ViryaNet | 2.90 | -.08 |
| West Tel | 32.18 | .48 |
| Witness | 14.64 | -.29 |
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| As of close
11/10/04
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