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REAL
MARKET
RESEARCH
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Thurs, November 12, 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
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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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59.38
8829.74
1851.06
1117.81
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0.68
5.92
-11.05
-3.16
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1.15%
0.07%
-0.59%
-0.28%
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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 |
IMA
Astea
Clarify
Vantive
Melita
Inference
Precision
ICT Group
SPS Pay
Datawatch
Sykes
Pegasystems
Teletech
Aspect
Siebel
Applix
Remedy
APAC Tel.
West Tel
Aegis Comm
Firstwave
SITEL
Peregrine
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5 7/8
1 7/8
19 7/16
10 1/16
12 3/8
4 3/4
7 1/16
2 3/4
31 15/16
1 11/16
19 7/8
9 7/8
9 13/16
17 7/8
25 1/16
3
11
7 1/8
10 1/4
1 3/16
2
3 3/16
31 5/8
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1/4
3/16
1/16
1/16
1/4
0
0
0
0
0
- 1/8
- 1/8
1/2
5/16
7/16
- 3/16
1/16
- 11/16
- 1/8
1/32
1/16
- 1/16
1 3/16
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4.44%
11.11%
0.32%
0.63%
2.06%
0.00%
0.00%
0.00%
0.00%
0.00%
-0.63%
-1.25%
5.37%
1.78%
1.78%
-5.88%
0.57%
-8.80%
-1.20%
2.70%
3.23%
-1.92%
3.90%
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Bringing together people, process and technology
For more information, call 1-800-248-5667 option 2
Many technical support reps (TSRs) are strong in technical knowledge but weak in diagnostic abilities. Teach your TSRs how to use deductive reasoning to identify the probable cause of any support issue. -- Revolutionizing Support Staff Training: One company's strategy
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 Knowledge Tools for your Help Desk from Knowlix Corporation
CIO Magazine Article on Customer Contact
Communicating with customers had always been such a simple matter. People telephoned or wrote. Workflows in corporations were tested and known. Things were stable. And then came electronic communications. Read the full CIO Magazine story "Let the Seller Beware" at http://www.cio.com/archive/110198_interact.html.
Study Shows Customer Service Doesn't Make the Grade
According to a Roper-Starch study conducted this past summer for The Prudential Insurance Company of America, the grades earned by certain industries are, at best, mediocre. Financial services and mail order companies lead the class, receiving an "A" or "B" from 65 percent of the survey's respondents who have ever contacted them. Airlines followed with 63 percent of respondents giving them an "A" or "B" while department stores and long distance phone companies are acceptable to just over half of those who've called (54 percent), followed by on-line services (49 percent), cable TV (45 percent) and fast food companies (42 percent). State, local and federal government agencies trail the pack, pleasing only 29 percent of those who've called.
Peregrine Announces Year 2000 Work Management Solution
Peregrine Systems today announced it has added a work management solution to ServiceCenter/2000™, its Year 2000 (Y2K) contingency planning and crisis management solution. The Work Management application will allow Y2K managers to assign tasks to the most appropriate individuals and to monitor progress through a series of visual metrics.
Oracle to Integrate Tinoway's Mobile Field Service Software With Oracle(R) Front Office
Oracle Corp. announced that it will integrate mobile field service software from Tinoway International BV with Oracle(R) Service. The Oracle field service solution is expected help field service agents, technicians and other field resources by increasing productivity in field service operations. The integration of Tinoway's mobile field service applications with Oracle Service will enable wireless communications with laptop and handheld computers. Oracle will resell the Tinoway field service application as part of its field service solution, and will provide worldwide support, training and education to customers. Linking Field Service to ERP
Aegis Communications Reports Revenues Increase
Aegis Communications Group, Inc. a leading provider of integrated marketing services, today announced results for the quarter. Revenues generated during the quarter increased approximately 87% to $73.3 million from $39.3 million in the third quarter a year ago. Net income for the third quarter was $304,000, or $0.01 per share, excluding charges of $3.6 million ($2.3 million, net of taxes, or $0.05 per share) associated with the previously announced restructuring.
RECAP - New Report Finds How Companies Treat Consumers Is a Major Driver of Brand Loyalty
When we mess up, we fess up. Yesterday we didn't provide enough information on the loyalty research. For those of you that are interested, the research was sponsored by the Society of Consumer Affairs Professionals in Business. Their web site is http://www.socap.org.
 Reduce Your Support Costs by 75%
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