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RealMarket Live! - Webcasts ON DEMAND |
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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.
(Listen Now)
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Must-Hear for:
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What you will learn:
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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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KANA With New Solution
KANA announced the availability of KANA Resolution, a process-driven customer service solution exclusively focused on resolution within the customer support process. KANA Resolution reduces service costs, improves customer satisfaction, and increases revenue opportunities by enabling contact center agents to resolve customer inquiries faster, more accurately and consistently across service channels.
Oracle Service 11i.10 Released
Oracle announced that it has broadened its customer service capabilities with the release of Oracle Service 11i.10 applications in order to help companies capture new revenue opportunities, reduce operating costs and make better business decisions. Uniquely aligning all service delivery channels including Web, contact centers and field service, Oracle Service 11i.10 equips companies with access to a single, holistic view of the customer to build more effective relationships.
Blackboard Renews Their Contract with Parature
Parature announced today that Blackboard has renewed their contract with Parature to continue to provide quality customer support to its global customer base. In their third year utilizing Parature, Blackboard has grown their user adoption to 20,000 visitors to their support portal and 29,000 knowledge base articles viewed last quarter alone. (about Parature)
WebSurveyor 5.0 Released
WebSurveyor announced the release of WebSurveyor 5.0, the latest version of its online survey tool. The web-based application unites form and function to make conducting online surveys even easier. his latest version of WebSurveyor offers greater control through a survey dashboard, along with a dynamic new user interface.
HP OpenView Certification for Service Request Manager
Westbury, HP EMS Platinum partner and provider of add-on solutions for the HP OpenView Service Desk platform, announced during the HP Software Universe in Madrid that Service Request Manager, a web based self-service interface to HP OpenView Service Desk has been officially certified as part of the HP Enterprise Management Services for Partners program. (about Westbury)
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Required Reading |
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Positive Reception on Every Channel
In the late 1990's, the buzz in CRM was directing customer service inquiries to the low-cost channel. With the growth and expansion of the Internet, Web self-service, at just pennies per transaction, was hailed as a panacea to an over-reliance on high-cost, human-assisted channels, particularly the telephone. Companies believed that empowering customers to find their own answers on the Web would lead to a reduction in inbound call volume and service delivery costs and that both them and their customers would be happier as a result. Were they right?
(KANA)
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Archive of past Required Reading articles |
IBM Inks $972M Deal With Lloyds
IBM said that it won a $972 million, seven-year services contract to help move U.K. bank Lloyds TBS from its traditional voice infrastructure to a converged voice and data network. The deal aims to improve connectivity for more than 2,000 Lloyds national branches and 4,200 ATMs by putting the bank on a dedicated high-capacity fiber, DSL and Multiprotocol Label Switching network, IBM said.
EDS Israel With CosmoCom
EDS Israel, a daughter company of EDS, announced that has adopted the CosmoCall Universe platform as its core offering for contact centers in Israel. With CosmoCall Universe, EDS will create a single Contact Center On-Demand (CCOD) platform that can support all of its outsourced centers, and also enable hosted centers for which customers provide the agents and EDS provides the technology.
Digital 360 Interoperability Lab Announced By SupportSoft
SupportSoft announced the launch of its Digital 360 Interoperability Lab focused on compliance testing of customer premises equipment (CPE) with DSL Forum Technical Reports TR-064 and TR-069. The testing will verify adherence to the TR-064 and TR-069 specifications announced by the DSL Forum earlier this year. TR-064 is a LAN-side DSL CPE configuration specification that helps ensure that DSL modems can be easily configured and activated from the service provider's network. (about SupportSoft)
Best Software Extends Elite CRM Industry Status
Best Software announced that SalesLogix has been recognized with two awards for product leadership in the small and medium business (SMB) CRM software market. Information Systems Marketing (ISM), a CRM consulting firm providing comprehensive advice and CRM software evaluations, has named SalesLogix version 6.1 among its Top 15 Small and Medium Business CRM Software Packages for 2004. (about Best Software)
Pragmatech Chairman Named a Director
Pragmatech Software announced that its chairman of the board, Brooke M. Savage, has been named a director of the New Hampshire High-Tech Council (NHHTC). Savage was appointed a director to the NHHTC at a November board member meeting and will serve a 3-year term. (about Pragmatech)
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| Stock Index |
| RealMarket |
43.25
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-0.14%
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| Stock Index: | Tell me more |
| Dow Jones | 10,547.06 | -0.43% |
| Nasdaq | 2,151.25 | 0.15% |
| S&P 500 | 1,190.25 | -0.08% |
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| Amdocs | 27.14 | -.12 |
| APAC | 1.63 | -.03 |
| Apropos | 3.50 | .26 |
| Ask Jeeves | 27.09 | -.32 |
| Aspect | 10.99 | -.12 |
| Astea | 7.22 | -.17 |
| ATG | 1.07 | -.04 |
| AVAYA | 15.95 | -.09 |
| Blue Martini | 2.79 | -.05 |
| Broadvision | 2.67 | .40 |
| chinadotcom | 4.48 | .01 |
| Chordiant | 2.10 | -.03 |
| ClickSoftware | 2.50 | .24 |
| Convergys | 14.63 | -.09 |
| E.piphany | 4.60 | -.07 |
| eLoyalty | 5.23 | .04 |
| Epicor | 15.13 | -.50 |
| eOn | 3.00 | .00 |
| Firstwave | 1.90 | -.02 |
| HP | 21.25 | .26 |
| ICT Group | 9.13 | .10 |
| Interact Intell | 4.66 | -.08 |
| Interv Brite | 12.89 | -.18 |
| KANA | 1.76 | .00 |
| LivePerson | 2.70 | -.10 |
| Motive | 12.92 | -.08 |
| NCR | 66.70 | .82 |
| NICE | 28.08 | -.03 |
| Nortel Networks | 3.66 | -.03 |
| Onyx Software | 3.30 | -.06 |
| Oracle | 13.37 | .34 |
| Pegasystems | 7.29 | .02 |
| PeopleSoft | 23.76 | .04 |
| Rainmaker | 1.13 | -.03 |
| RightNow | 18.15 | -.53 |
| salesforce.com | 16.51 | -.12 |
| SAP | 45.20 | -.15 |
| Selectica | 3.73 | .01 |
| Sento | 5.63 | -.24 |
| ServiceWare | .46 | .00 |
| Siebel | 10.53 | .15 |
| Sitel | 2.36 | .06 |
| SPSS | 15.70 | -.15 |
| SupportSoft | 5.66 | .22 |
| Sykes | 6.46 | -.14 |
| Tekelec | 23.96 | -.13 |
| Teletech | 9.81 | -.05 |
| Verint | 36.80 | -1.37 |
| Vignette | 1.35 | -.05 |
| ViryaNet | 2.69 | -.01 |
| West Tel | 35.41 | .41 |
| Witness | 16.76 | -.16 |
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| As of close
12/06/04
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