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REAL
MARKET
RESEARCH
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Monday,
October 5, 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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48.61
7726.24
1536.69
988.56
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-6.33
-58.45
-78.29
-14.04
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-13.01%
-0.75%
-4.85%
-1.40%
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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 |
West Tel
Precision
Remedy
ICT Group
Astea
SPS Pay
APAC Tel.
SITEL
Aegis Comm
IMA
Peregrine
Inference
Applix
Sykes
Teletech
Firstwave
Datawatch
Clarify
Melita
Vantive
Pegasystems
Siebel
Aspect
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9 1/8
5 1/8
8 9/16
2 1/4
1 11/16
31 7/16
4
2 13/16
1 3/4
5 3/4
32 5/8
4 1/8
2 3/4
15
8
2 1/2
1 3/16
8 7/16
8 7/8
6 15/16
11 1/8
18 9/16
16 15/16
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1/8
1/32
0
0
0
- 1/16
- 1/8
- 1/8
- 1/8
- 1/2
-2 15/16
- 3/8
- 1/4
-1 3/8
- 3/4
- 1/4
- 1/8
-1
-1 1/8
-1 19/32
-2 3/4
-5 9/16
-5 11/16
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1.39%
0.61%
0.00%
0.00%
0.00%
-0.20%
-3.03%
-4.26%
-6.67%
-8.00%
-8.26%
-8.33%
-8.33%
-8.40%
-8.57%
-9.09%
-9.52%
-10.60%
-11.25%
-18.68%
-19.82%
-23.06%
-25.14%
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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
Monitoring scores do not have one common measurement system, although
they are normally graded on a one hundred point scale. It is recommended
that agents be monitored four to five times per month for compliance to
policy and for callcenter standard responses.
CallCenter Management by the Numbers by Jon Anton
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Sybase (Burlington, MA) has achieved SCP Certification
Right Now Technologies Introduces Right Now Web
2.0
Right Now Technologies, a provider of Internet-based
customer support solutions, today announced Right Now Web 2.0,
the first self-service customer support solution for
web-connected organizations. Right Now Web allows
organizations to create web-accessible knowledgebases of frequently
asked questions (FAQs). The product is for both
external customer support and internal support.
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Partner and Customer News |
Chordiant and Centrobe's Partner in Customer Management
Centrobe, an EDS company, and Chordiant
Software today announced an initiative to provide enterprise customer
management (ECM) solutions.
Using Chordiant Customer Communications Solution(tm) (CCS) software,
Centrobe will create business solutions that integrate customer
transactions by uniting a variety of "front office" and "back office"
functions of marketing and business activities.
The initiative is
part of an alliance that includes joint marketing, development and
delivery of a complete integrated suite of customer-facing solutions for
large consumer-based companies.
Vanstar Enterprise Solution Center Achieves Support
Center Practices Certification
Vanstar Corporation, a technology services provider,
today announced that its Enterprise Solution Center (ESC) in Phoenix,
which opened in January 1997, was awarded the Support Center Practices
(SCP) Certification by ZD
Service and Support Consultants.
Certification for the Phoenix facility follows the April 1998
certification of Vanstar's Atlanta-based ESC.
IMA Expands Education Program
Offerings; New Call Center 101 Course Available on CD-ROM
IMA, a provider of customer
interaction software, today announced expanded education offerings for
users of its EDGE(R) family of software products and general industry
education courses for clients and non-clients.
Pegasystems to Participate in Genesys 'Get Smart'
Seminar Series
Pegasystems Inc. today announced that it will conduct two seminars on Customer Relationship
Management with partner Genesys Telecommunications Laboratories, Inc. The seminars --
to be held in Boston on October 13th and in New York on October 15th --
are part of the Genesys ``Get Smart'' Seminar
Series, an initiative to explore business and technology trends within
contact centers.
The half-day seminars -- featuring presentations, case studies,
and product demonstrations -- will educate attendees on how to
optimize their Customer Relationship Management efforts.
Knowledge Tools for your Help Desk from Knowlix Corporation
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