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REAL
MARKET
RESEARCH
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Thursday,
October 29, 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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55.24
8495.03
1757.19
1085.93
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1.04
123.06
19.84
17.84
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1.87%
1.47%
1.14%
1.67%
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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 |
Applix
Datawatch
Firstwave
Precision
Aspect
Clarify
West Tel
IMA
Pegasystems
Siebel
SITEL
Peregrine
ICT Group
Teletech
Inference
Melita
SPS Pay
Remedy
Sykes
Astea
Aegis Comm
APAC Tel.
Vantive
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2 13/16
1 1/4
1 25/32
6 7/8
14 7/8
13 7/16
12 1/2
6 3/8
16 1/8
20 1/8
3 1/8
34 1/8
2 1/8
9 7/8
4 1/16
12
31 15/16
9 3/32
19 3/8
1 17/32
1 9/32
5 7/16
7 1/8
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5/16
1/8
5/32
1/2
27/32
11/16
1/2
1/4
5/8
1/2
1/16
1/4
0
0
0
0
0
- 1/32
- 1/8
- 1/32
- 1/32
- 3/16
- 1/4
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12.50%
11.11%
9.62%
7.84%
6.01%
5.39%
4.17%
4.08%
4.03%
2.55%
2.04%
0.74%
0.00%
0.00%
0.00%
0.00%
0.00%
-0.34%
-0.64%
-2.00%
-2.38%
-3.33%
-3.39%
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Bringing together people, process and technology
For more information, call 1-800-248-5667 option 2
Leadership style isn't what you think your style is: It's what other perceive it to be. -- Making a Difference: 12 Qualities That Make You a Leader, by Shelia Murray Bethel
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 Core 2000(tm) Desk Certification
Web Connection Cuts Call Center Costs
The ability to use computer-telephony integration to connect customer service to the Web has dramatically changed the way many companies provide both call center and help desk services, allowing users to find answers themselves and providing roaming technicians with knowledge base access from any location. View this PCWeek article on how service improves and operation costs decline when agents are linked to company Web sites. Full Story - http://www.zdnet.com/pcweek/stories/news/0,4153,361617,00.html
ASP Publishes Internet Support Report
The Association of Support Professionals (ASP) today announced a new report on "The Year's Ten Best Web Support Sites," a look at best practices in online support. The 170-page report is the result of a nationwide awards competition held earlier to identify outstanding examples of Web support, and contains transcripts of presentations by the winners.
Mustang Software Wins U.S. Mint Contract
Mustang Software, Inc. has announced it has won a contract with the U.S. Mint. Under the scope of the project, Mustang Services, Mustang Software's Professional Services group, will implement Mustang's Internet Message Center (IMC) e-mail management solution for the agency's new Internet customer service initiative.
Motive Offers ROI Whitepaper
Motive Communications is offering an ROI whitepaper that gives you the ability to show demonstrable ROI in your technical support operations. The business payback can be found by downloading a copy of "Quantifying the Return on Investment in the Motive System at http://www.motive.com/belikeben/ .
APAC TeleServices Names Mark Remissong CFO
APAC TeleServices, Inc., a provider of outsourced customer service and sales, today announced it has named Mark Remissong, formerly chief financial officer of U.S. Robotics, to the position of chief financial officer.
Sitel cuts about 350 jobs in restructuring
Sitel Corp. said Wednesday it eliminated about 200 positions in October, in addition to about 150 management positions eliminated in Europe and Latin America. The company said it streamlined its management structure by eliminating the North American and European regional management organizations.
 Knowledge Tools for your Help Desk from Knowlix Corporation
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