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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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Westbury Releases Dashboard Manager
Westbury announced the release of Dashboard Manager, from the HP Software Universe in Madrid, Spain. Dashboard Manager delivers dashboards and scorecards to the enterprise. Using these capabilities, customers can implement performance management - the application of business intelligence - to improve effectiveness of the IT Organization. (about Westbury)
Oracle Collaboration Suite 10g Announced
Oracle announced Oracle Collaboration Suite 10g with new collaboration tools and enterprise content management capabilities. Oracle Collaboration Suite 10g is a collaboration software and content management created for all users, all applications and all information in an enterprise.
Hospitality Solutions International Selects Best Software
Best Software announced that Hospitality Solutions International (HSI) has implemented the SalesLogix 6.2 CRM Suite to provide pipeline visibility and opportunity management for its remote sales team. HSI selected SalesLogix after evaluating solutions from several hosted CRM vendors. The company cites remote CRM capabilities and low total cost of ownership as key SalesLogix selection criteria. (about Best Software)
BT Retail Rolls Out Service Strategy From RightNow
RightNow announced BT Retail has awarded them a six-figure deal to provide online customer service to BT Business, BT Broadband, BT Yahoo! Internet and BT Communicator customers. 150 call center agents will use the system to provide information to customers. Customers also have access to BT's online help services, and in August over 750,000 customer sessions were recorded. (about RightNow)
Dacorum Borough Council Selects Talisma
Talisma announced that after a three month pilot this summer, Talisma has been selected by Dacorum Borough Council to e-enable the services it provides to its customers. Talisma's Multi-channel CRM solution will support the council in meeting e-government targets of providing customers with a one-stop-shop for information by the end of 2005. Using Talisma, Dacorum Borough Council will integrate all of its communication systems to provide its customers access to a full range of council information, at any time, through a range of communication channels, including in person, self-service, email, chat, and phone.
Howrey Selects SAP Software and Sun Microsystems
SAP announced that Howrey Simon Arnold & White has selected SAP for Professional Services to help improve client relationships and increase profitability by standardizing its global operations on a single, integrated technology platform. With SAP for Professional Services and Sun Fire Systems, Howrey will be able to improve strategic and operational processes, expand the number of markets it serves and increase the breadth of services it offers.
Wacom Europe Uses Siebel CRM
Siebel Systems announced that WACOM Europe GmbH has deployed Siebel CRM Professional Edition to better serve its partners and customers. This is enabling Wacom to work more closely with its partners and customers to maximize sales effectiveness and productivity.
SupportSoft to Share Autonomic Computing Insights
Cadir Lee, co-founder and vice President of engineering for SupportSoft will weigh in on one of the IT industry's top technology trends -- "autonomic computing," during a roundtable discussion at the Red Herring Fall Conference 2004 in Monterey, California. (about SupportSoft)
Zultys Technologies Realizes Success With WebSource CPQ
Webcom announced that Zultys Technologies has implemented WebSource CPQ to simplify its quote-to-order process. Zultys designs and manufactures products that converge telecommunications and data communications for businesses.
Blue Pumpkin Singled Out in Study
Blue Pumpkin announced its exclusive standing in a new industry study as the only market leader distinguished for its commitment to both enterprise-class and small- to medium-sized businesses (SMB) - uniquely and effectively serving both ends of the contact center market. (about Blue Pumpkin)
Pitney Bowes Receives Award
Pitney Bowes announced today that it has been selected a winner of the 2004 Mobile Enterprise Alliance (MEA) Mobile Impact Award in the category of Greatest Foresight in Mobile Management. "Our implementation of wireless technology has enabled 1,400 of our field service technicians to perform at optimal levels, fostering efficient productivity across the entire direct service organization," said Mark Davis, vice president, Customer Service, Global Mailstream Solutions, Pitney Bowes. "A key element of our success has been our adoption of seamless, reliable mobile computing provided by Antenna Software that bridges internal information systems with handheld devices carried by all of our field representatives, resulting in high-quality customer experiences time and again." (about Antenna Software)
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| Stock Index |
| RealMarket |
42.00
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-0.79%
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| Stock Index: | Tell me more |
| Dow Jones | 10,494.23 | 0.51% |
| Nasdaq | 2,126.11 | 0.54% |
| S&P 500 | 1,182.81 | 0.49% |
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| Amdocs | 26.69 | -.27 |
| APAC | 1.68 | .03 |
| Apropos | 3.40 | .03 |
| Ask Jeeves | 26.05 | -.64 |
| Aspect | 10.57 | .06 |
| Astea | 7.17 | -.08 |
| ATG | 1.10 | -.07 |
| AVAYA | 15.85 | .01 |
| Blue Martini | 2.80 | -.03 |
| Broadvision | 2.70 | -.07 |
| chinadotcom | 4.13 | -.27 |
| Chordiant | 2.35 | .22 |
| ClickSoftware | 2.25 | -.12 |
| Convergys | 14.41 | .07 |
| E.piphany | 4.57 | .07 |
| eLoyalty | 5.50 | .15 |
| Epicor | 14.12 | -.75 |
| eOn | 2.86 | -.12 |
| Firstwave | 1.99 | -.03 |
| HP | 21.02 | -.06 |
| ICT Group | 9.04 | -.07 |
| Interact Intell | 4.25 | .01 |
| Interv Brite | 12.55 | .00 |
| KANA | 2.02 | -.04 |
| LivePerson | 2.80 | .16 |
| Motive | 12.71 | .26 |
| NCR | 65.28 | .15 |
| NICE | 27.70 | -.22 |
| Nortel Networks | 3.76 | .03 |
| Onyx Software | 3.29 | .03 |
| Oracle | 13.21 | .15 |
| Pegasystems | 7.31 | .12 |
| PeopleSoft | 23.78 | .09 |
| Rainmaker | 1.08 | -.02 |
| RightNow | 16.92 | .79 |
| salesforce.com | 15.92 | -.13 |
| SAP | 44.63 | -.19 |
| Selectica | 3.72 | -.04 |
| Sento | 5.60 | -.05 |
| ServiceWare | .46 | .01 |
| Siebel | 10.01 | -.25 |
| Sitel | 2.40 | .05 |
| SPSS | 16.00 | .43 |
| SupportSoft | 5.73 | -.06 |
| Sykes | 6.54 | .25 |
| Tekelec | 23.37 | .72 |
| Teletech | 9.81 | .05 |
| Verint | 35.30 | .37 |
| Vignette | 1.28 | .00 |
| ViryaNet | 2.61 | -.02 |
| West Tel | 34.51 | -.59 |
| Witness | 16.62 | .07 |
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| As of close
12/08/04
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