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RealMarket Live! - Webcasts ON DEMAND |
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"The Six Sigma Contact Center, Part 1"
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.
(Listen Now)
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Must-Hear for:
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Call Center Managers looking to improve the customer experience
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What you will learn:
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What is Six Sigma and what it means to the contact center
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Featured Expert(s):
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Roger Lee, Director of Consulting Services, e-talk
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Archive
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syndicate RealMarket Live! on your web site |
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New Version of UniPress Announced
UniPress Software unveiled an enhanced version of its FootPrints product line designed to help organizations automate their help desk and customer support operations and other business-critical processes. Helping organizations streamline support operations, reduce costs, and facilitate best practices, the new version, FootPrints 6.6, offers greater speed and performance to accommodate larger ticket volumes, more database support, expanded SQL database integration, and best practice support with built-in ITIL service management templates. (about UniPress)
Thomson West Announces Enhancements to WestClip
Staying current on business information and news is necessary for legal researchers. That's why Thomson West has enhanced its WestClip service on Westlaw that allows users to monitor breaking news and legal developments. WestClip now includes a multiple-frequency clipping option, improved functionality and additional search options, making it even easier to stay updated on the latest developments.
MGI PHARMA Launches Target SFA
Target Software announced that MGI PHARMA has licensed the company's Target SFA pharmaceutical sales force automation suite. MGI PHARMA has implemented the Target BackOffice management system at its headquarters in Bloomington, MN and is in the process of deploying Target Mobile to its entire sales team.
Pilot Software Adds New Partners
Pilot Software announced the addition of new partners to its Pilot Partner Alignment program. Forming relationships with companies based on a proven track record of success in their respective markets and/or technology focus, Pilot's partner program is designed to enhance and accelerate the deployment of its leading performance management solutions. New partners include strategy consulting partners Blue Spark, The Fisher Group, Potential Unlimited Consulting and Weber Associates, as well as independent software vendor (ISV) partner ActiveStream.
Accelerant Sales Group Agreement with Open Solutions
Accelerant Sales Group has signed a contract to represent Open Solutions based in Newmarket Ontario Canada. Accelerant Sales Group will be focusing on selling Open Solutions ResQ Enterprise business process cohesion solution in the US with a particularly strong focus in the Tri-State Area, which is rich is manufacturing, telecommunications and financial businesses.
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Required Reading |
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Future Shock
The search to bring more science to marketing continues. Here "CMO Magazine" looks at some emerging technologies and concepts that, although they may not change your world today, raise some intriguing possibilities for the future.
(CMO Magazine)
more >>
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Archive of past Required Reading articles |
Binda Builds Effective Partner Relationships Using Siebel Consumer Goods
Siebel Systems announced that Binda, an Italian watch, jewelry and accessories company, is building effective partner relationships using Siebel Consumer Goods. Binda deployed the solution in order to create a single, comprehensive view of its customers across the 5,000 retail outlets and 50 distributors that market Binda's products worldwide.
Pervasive Software to Present
Pervasive Software announced that John Farr, chief financial officer, will be presenting at The Beacon Street Group Southwestern Showcase on Wednesday, November 17th at the Westin Stonebriar Resort in Frisco, Texas. The Southwestern Showcase is co-sponsored by Dallas-based investor relations consulting firm Beacon Street Group, LLC, and the Dallas Society of Financial Analysts (DSFA).
Chordiant Software CEO to Present at the Wells Fargo Securities Conference
Chordiant Software announced that its Chief Executive Officer, Stephen Kelly, will present at the Wells Fargo Securities Conference on Wednesday, November 17, 2004. The Chordiant presentation can be accessed live via an audio webcast beginning at 10:00a.m.
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| Stock Index |
| RealMarket |
42.07
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0.60%
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| Stock Index: | Tell me more |
| Dow Jones | 10,539.01 | 0.66% |
| Nasdaq | 2,085.34 | 1.15% |
| S&P 500 | 1,184.17 | 0.90% |
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| Amdocs | 26.81 | .67 |
| APAC | 1.70 | .02 |
| Apropos | 2.95 | -.07 |
| Ask Jeeves | 25.65 | .41 |
| Aspect | 10.41 | -.07 |
| Astea | 7.73 | -.19 |
| ATG | .92 | -.02 |
| AVAYA | 16.28 | .26 |
| Blue Martini | 2.65 | .01 |
| Broadvision | 2.15 | -.03 |
| chinadotcom | 4.37 | -.05 |
| Chordiant | 2.24 | .15 |
| ClickSoftware | 1.95 | .06 |
| Convergys | 14.39 | .19 |
| E.piphany | 4.43 | .12 |
| eLoyalty | 5.21 | -.11 |
| Epicor | 14.84 | -.48 |
| eOn | 2.03 | -.04 |
| Firstwave | 2.85 | .45 |
| HP | 19.34 | .09 |
| ICT Group | 9.21 | .12 |
| Interact Intell | 4.35 | -.10 |
| Interv Brite | 12.25 | -.25 |
| KANA | 1.49 | .04 |
| LivePerson | 2.05 | .08 |
| Motive | 14.42 | -.32 |
| NCR | 57.39 | .00 |
| NICE | 25.93 | .15 |
| Nortel Networks | 3.03 | -.34 |
| Onyx Software | 3.53 | .08 |
| Oracle | 13.39 | .25 |
| Pegasystems | 7.66 | .26 |
| PeopleSoft | 22.65 | .22 |
| Primus | 1.29 | .12 |
| Rainmaker | 1.04 | -.02 |
| RightNow | 17.96 | .26 |
| salesforce.com | 20.00 | -.02 |
| SAP | 45.23 | .01 |
| Selectica | 3.88 | -.02 |
| Sento | 5.45 | .09 |
| ServiceWare | .45 | .05 |
| Siebel | 9.56 | .03 |
| Sitel | 2.04 | .00 |
| SPSS | 15.50 | .06 |
| SupportSoft | 5.25 | -.08 |
| Sykes | 7.00 | .09 |
| Tekelec | 24.05 | -.63 |
| Teletech | 10.50 | .04 |
| Verint | 39.33 | 1.21 |
| Vignette | 1.17 | -.01 |
| ViryaNet | 2.92 | -.08 |
| West Tel | 33.06 | -.10 |
| Witness | 15.71 | .75 |
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| As of close
11/12/04
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