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REAL
MARKET
RESEARCH
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Friday,
October 2, 1998
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THE
SUPPORT
REPORT
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The First and Only Daily Report for the Service and Support (CRM) Industry
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Resource Center
The One-Stop Shop for Service & Support Resources
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News Archive
Career Corner
Demo Central
Support Library
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Support Suppliers
Support Publications
Support Calendar
Support Stock Index
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Today's SSDEX Figures |
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Index |
Close |
Change |
Percent |
SSDEX
Dow
Nasdaq
S&P500
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55.88
7784.69
1614.98
1002.60
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-2.16
152.16
2.65
16.21
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-3.87%
1.99%
0.16%
1.64%
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Support Stock Index (SSDEX) is the support industry's health barometer.
It is a measure of the stock performance for companies that
sell products and services to the support / customer interaction industry.
On 12/31/96, SSDEX's value
was set at 100, making it easy to see how the industry is performing as a group.
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Today's Gainers and Losers
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Company
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Close
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Change |
Percent |
Vantive
Inference
Datawatch
Firstwave
Sykes
Remedy
Precision
Melita
Aegis Comm
SPS Pay
Pegasystems
Clarify
SITEL
West Tel
ICT Group
Aspect
Peregrine
IMA
Teletech
Applix
Siebel
Astea
APAC Tel.
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8 17/32
4 1/2
1 5/16
2 3/4
16 3/8
8 9/16
5 3/32
10
1 7/8
31 1/2
13 7/8
9 7/16
2 15/16
9
2 1/4
22 5/8
35 9/16
6 1/4
8 3/4
3
24 1/8
1 11/16
4 1/8
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1 29/32
5/8
1/8
1/8
3/8
3/16
1/32
0
0
- 1/16
- 1/8
- 3/32
- 1/16
- 7/32
- 1/8
-1 3/8
-2 3/16
- 7/16
- 5/8
- 1/4
-2 3/8
- 3/16
- 1/2
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28.77%
16.13%
10.53%
4.76%
2.34%
2.24%
0.62%
0.00%
0.00%
-0.20%
-0.89%
-0.98%
-2.08%
-2.37%
-5.26%
-5.73%
-5.79%
-6.54%
-6.67%
-7.69%
-8.96%
-10.00%
-10.81%
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Bringing together people, process and technology
For more information, call 1-800-248-5667 option 2
HDI Tip of the Day
The data to calculate service levels is readily available from the
ACD. Service levels should be monitored on a continuous basis since this is
a leading indicator of problems.
CallCenter Management by the Numbers by Jon Anton
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You can be a Help Desk Expert in Just 3 Days
ServiceWare Drives Home "World Series Sweepstakes"
Offer to Remedy Corporation Customers
ServiceWare Inc. is
offering a special "triple-play" incentive package to customers of Remedy Corporation. The
ServiceWare offer to Remedy's installed customer base includes the opportunity to (1) save
money, (2) upgrade their knowledge-based support capabilities – and (3)possibly win two
tickets, airfare and accommodations for Major League Baseball's 1998 World Series.
Full Story - http://www.realmarket.com/news/serviceware100298.html
New Support Executive Summit
A new conference dedicated solely to the issues
faced by high-level customer support executives kicks
off November 9-10 at the Marriott at Sawgrass Resort in
Ponte Vedra Beach, Fla. Support Executive Summit, sponsored by Service
News, brings together thought leaders from around the industry to identify
strategies that will help businesses take their customer support to the next level.
You can register at www.upexpo.com/ses.
Fortune Magazine Ranks Remedy Corp. Among 100
Fastest Growing U.S. Companies
Remedy Corp. is recognized in the current issue of
Fortune Magazine for the company's financial
growth and Earnings Per Share (EPS) growth.
Remedy received Fortune's fifth highest ranking among the 26 technology companies in the directory,
based on the company's 78% growth rate.
The magazine names Remedy as one of the country's fastest growing
companies.
SPS Signs Toys "R" Us
SPS Payment Systems, Inc., a
provider of inbound teleservices, today announced that it has signed a
long-term agreement to provide support services for Toys "R" Us, Inc., a
retailer of children's products.
SPS will provide telephone and e-mail, order-entry, customer service
and help-desk support for The Online Store, www.ToysRus.com, a web-based
catalog recently introduced by Toys "R" Us.
KPI Technologies Inc. Promotes Extending the "Customer Bill of Rights"
KPI Technologies Inc. believes that an important ingredient is missing
from the existing Customer Bill of Rights. The component missing is an
accurate and audited reflection of how well the vendor "supports" their
customers.
KPI Technologies Inc. recommends the addition of a component that
follows their Partnership & AccountabilityTM philosophy.
Core 2000(tm) Desk Certification
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