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11/7/05 - An Innumeracy Crisis - Part II
Many of you couldn't wait to respond in affirmation with the innumeracy crisis comments made by one of your colleagues. One person responded saying, "Eloquent indeed! Whether the issue is one of inability to sort through the plethora of numbers available, to understand the wide variety of calculations used in the industry, or plain laziness looking for someone to give them the silver bullet is unknown. I suspect there is a bit of each."
The reader goes on to say, "What is clear is that the contact center is a multi-faceted operation with many complimentary and conflicting goals and issues. These myriad of stats can help us to manage this complex business effectively, but trying to zero in on one or two that will get the whole job done will generally cause a lopsided management process and poor results."
Call center managers have a myriad of knobs and levers at their disposal to refine the business of running a call center. Given the number of ways to improve an operation, feedback and metrics on your own operations will almost always be more important than comparisons to the operational numbers of outside organizations.
Gary Lemke, Publisher
(Share your thoughts)
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TODAY'S NEWS (more)
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FrontRange Solutions announced that Francisco Partners has agreed to acquire all of its outstanding shares in a transaction valued at approximately $200M.
NICE Systems announced that a leading cellular operator in South Africa has placed an order for the company's VoIP contact center solution, which will be utilized in two separate sites with a total of 1800 channels, providing VoIP-based liability recording with quality management capabilities.
M-Tech Information announced M-Tech's mention in Burton Group's report, "Enterprise Identity Management Market 2005: Battle of the Brands." Burton Group's report describes the identity management industry, important market drivers and the different brands of available products.
OutStart announced upgrades to OutStart Participate, its knowledge, expertise and community management platform. Key new capabilities include the organic contribution of knowledge to eliminate the typical knowledge creation bottleneck; connections to existing document, information and data repositories; and the ability to leverage the extensive learning objects contained within formal and rapid training sources.
Business Objects announced that Business Objects and SAP have renewed their relationship through extending their joint OEM and reseller agreement. Through this relationship, the two companies have integrated the Crystal reporting components of BusinessObjects XI Built for SAP solutions with SAP NetWeaver Business Intelligence.
Onyx announced that International SOS has gone live with Onyx Analytics. International SOS implemented Onyx Analytics as part of its wider Onyx Customer Management solution to enable more effective and efficient relationships with its customers.
LiveWire Logic announced that Innovatia has entered into an agreement to jointly market LiveWire's RealDialog self-service technology knowledge delivery solutions.
Webcom is pleased to announce that Motion Computing has deployed the Webcom WebSource CPQ solution to simplify its quote-to-cash process. The company's tablet PCs and related ultra-mobile products enable people to use computers in new ways and places.
Sage MAS 500 users can now automate sales tax research, calculation, reporting and returns for any of the more than 8,000 North American sales tax jurisdictions, using Avalara's new edition of AvaTax ST for Sage MAS 500 ERP. Avalara announced the new integration, created by South Carolina-based Baker Consulting, LLC, at the November 2-6 Sage Summit customer conference in San Diego.
SafeHarbor announced its partnership with Knova Software. This partnership will enable Knova customers to leverage SafeHarbor's expertise in customer service assessment and knowledge process transformation to further improve efficiency while continuously improving the quality of the customer experience.
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 FEATURE WEBCAST (more) |
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"CRM's Secret Sauce - Everything You Need to Know About CRM"
Gary Lemke, Founder and Publisher, CRMAdvocate
Ah CRM . . . So much investment, so little return. Even today, a great divide exists between the promise and the benefit of CRM. Why? The answer is a paradox of simplicity and complexity - that is, the straightforward desire for customer satisfaction, loyalty and retention against an unyielding realization that not all customers act the same. Nor are all customers valued equally. This webcast is the first in a series on a single strategic focus and metric that can catapult your organization to the next level of revenue growth and profitability. Listen now to learn more.
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| CRMAdvocate Stock Index |
| CRMSI | 41.68 |  | -3.93% |
| Dow Jones | 10,510.27 | | -0.12% |
| Nasdaq | 2,161.55 |  | 0.06% |
| S&P 500 | 1,217.26 | | -0.22% |
| Top Gainers |
| Vignette | 17.07 | | 0.48 |
| Tekelec | 15.24 | | 0.45 |
| Oracle | 12.6 | | 0.40 |
| Top Losers |
| SPSS | 26.49 | | -0.81 |
| Verint | 37.81 | | -0.44 |
| SAP | 42.63 | | -0.37 |
| Complete Stock Index |
| As of close 11/04/05 | |
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 White Papers (more)
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Will Enterprise Search Tools Help Your Sales Reps Sell More? - Understanding the difference between Enterprise Search Tools (ex. Google) and Technologies Specializing in Sales Knowledge Sharing(Involve Technology)
| | | 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)
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"OUR TAKE"
