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10/31/05 - Hoping to Educate One reader wrote to us saying, "Perhaps, we need a different way to describe the practice of metric comparisons so as not to cloud the good merits of true benchmarking. Haven't we already reached a consensus that benchmarking to external "self reported" data has little validity, except perhaps as the writer suggests, to earn brownie points?" He goes on to say, "While we have the ability to differentiate between "good" and "not good" benchmarks, and in general agree that good ones should relate to business goals and improving customer care versus "managing to the numbers", what may be useless information to one entity might be important to another. I think the best we can hope to do is educate. If a manager is measured and rewarded on benchmarks that have little to do with actually improving service, there is little we could do to convince that manager that a particular benchmark isn't important." This reader sums up the main reason that I started talking about benchmarking a full month ago. The main message is this: Measurement of process and results is critical. Using the information to make improvements is necessary. All of it has to be done in the name of continually improving the customer experience. Enough with this "managing to the numbers" stuff! Gary Lemke, Publisher (Share your thoughts)
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TODAY'S NEWS (more)
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eOn Communications announced that it has signed a non-binding Letter of Intent ("LOI") to acquire Spark Technology Corporation ("Spark"). The LOI is subject to negotiation of a definitive agreement, approval of the eOn Board and Shareholders, completion of due diligence process and various other conditions. Subject to fulfillment of the various conditions, eOn has agreed to a Purchase Price of up to 8,933,000 common shares of eOn stock.
Empirix announced the results of a survey conducted at the recent Annual Call Center Exhibition (ACCE) conference on call center technology and management. The survey focused on the impact that technology has on contact center Key Performance Indicators (KPIs) metrics commonly used to measure the efficiency and quality of service provided by a contact center. Among the survey findings: - When asked how often technology problems negatively impact agents or the caller experience, four out of five answered "Often" or "Sometimes;"- 14 percent of respondents reported that their contact centers miss their KPIs every day, and 32 percent - nearly one in three - reported missing their KPIs at least once a week.
Exstream Software announced the release of Dialogue Anywhere for Marketing for the French marketplace, demonstrating the company's commitment to the localization of its products across the globe.
Noble Systems introduced Noble RepliServer - a solution which offers 100% data redundancy for continued productivity and up-time in the event of a natural disaster or a hardware failure.
Astea and Axeda Systems have teamed up to offer a field service management solution, enabling companies to increase service revenue and customer satisfaction.
Convergys announced a new five-year contract to provide professional and consulting services to VIVO, a wireless carrier in the southern hemisphere with more than 28 million subscribers.
SPSS announced that Achmea, one of Holland's largest financial services providers, has selected SPSS' PredictiveClaims application. Achmea will use the software to enhance its claims process and detect more fraud, while reducing costs and improving customer satisfaction.
NCR Corporation reported earnings of $1.18 per share and revenue of $1.50 billion for the quarter ended Sept. 30, 2005. The 3 percent revenue increase from the third quarter of 2004 was benefited by 1 percentage point from currency fluctuations. Revenue comparisons for each of NCR's businesses were benefited by approximately 1 percentage point.
Astea has named John Tobin as president of the company. A promotion from the position of vice president and general counsel, Tobin's primary role at Astea will be to help lead its growth and global expansion as it further strengthens its market position as leading provider of service lifecycle management solutions.
Apropos reported revenues of $4.1 million for the third quarter ended September 30, 2005 compared to $5.0 million for the third quarter ended September 30, 2004. Revenues for the nine months ended September 30, 2005 were $12.7 million compared to $15.1 million for the nine months ended September 30, 2004.
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FEATURE WEBCAST (more) |
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"From Tactical to Strategic: The Workforce Optimization Maturity Model"
Bill Durr, Principal Solutions Consultant, Witness Systems
Asking about the maturity of a contact center is certainly a delicate matter. But it is a question that has to be asked. In this webcast, we explore a maturity model that gives you new insights into your own organization and explores how you can make your contact center a change agent for the entire business. What you will hear will help you move from a tactical to strategic way of thinking, especially in the area of workforce optimization. So if you are dealing with the unprecedented pressures brought on by the Internet, hyper-competition, and voice over IP along with the familiar demands of cost-cutting and employee retention, this webcast is for you. Register now to receive your complimentary copy of Witness' latest white papers: "Reinvention of Workforce Management" and "Reinvention of Quality Monitoring."
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| CRMAdvocate Stock Index |
| CRMSI | 42.00 |  | 0.13% |
| Dow Jones | 10,402.77 |  | 1.66% |
| Nasdaq | 2,089.88 |  | 1.25% |
| S&P 500 | 1,198.41 |  | 1.63% |
| Top Gainers |
| ICT Group | 14.45 |  | 1.20 |
| HP | 27.96 |  | 1.16 |
| NICE | 43.14 |  | 0.94 |
| Top Losers |
| Tekelec | 13.68 |  | -2.54 |
| NCR | 29.92 |  | -0.41 |
| SupportSoft | 3.99 |  | -0.21 |
| Complete Stock Index |
| As of close 10/28/05 | |
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White Papers (more)
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Using an Online Survey to Put Customers on Your Side - To win over hesitant advertisers, wouldn't it be helpful to have an 8 million standing army on your side? Guideposts, a leading publisher of inspirational books and magazines with a total circulation of over 8 million, decided it was time to try some innovative techniques to reach out to customers and show the advertisers the full power of its readership community.(WebSurveyor)
|  | | CEM Panel Discussion - Customer experience management (CEM) is garnering a great deal of attention in the CRM industry. A panel of industry experts discuss the importance of CEM to the enterprise and shed light on what it will take to successfully implement a winning strategy.(CRM Association)
|  | | When Customers and Agents Make "Noise" from Surveying and How to Fix It - We have learned not to take things at face value. Naturally, we seem to question everything we see, read, observe and hear. How unnatural is it then that the management team does not question enough about its CUSTOMER Metrics? The inherent problem lies in the types of figures we are looking at without questioning.(Customer Relationship Metrics, L.C.)
|  | | Quality and Value with Home-Based Call Center Services - Remember when "outsourcing" just meant sending your call center services to an off-site facility? Then, as costs began to rise and labor markets became saturated, off-shore outsourcing to countries like India and the Philippines became popular. While some calls will continue to be sent offshore for cost-cutting purposes, transactions that involve a premium customer, a sale or involved customer service issue are returning to U.S.-based call centers in droves.(Alpine Access)
|  | | CRM Integration Across Marketing, Sales and Service - Many companies fail to appreciate the importance of developing specific, well-defined, and integrated business processes focused on the customer. This paper covers eleven key customer-focused processes and success factors associated with implementing process change.(Siebel)
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