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REAL
MARKET
RESEARCH
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Monday,
November 16, 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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59.73
9011.25
1861.72
1135.86
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0.50
91.66
13.73
10.14
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0.85%
1.03%
0.74%
0.90%
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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
Aegis Comm
Peregrine
Melita
Vantive
Remedy
Sykes
Aspect
Precision
Firstwave
Siebel
Inference
ICT Group
SPS Pay
West Tel
Teletech
APAC Tel.
SITEL
Astea
IMA
Pegasystems
Clarify
Datawatch
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3 5/8
1 1/2
33 1/2
13 3/4
10
10 7/8
20
17 3/4
7
2 1/16
25 1/2
4 13/16
2 3/4
31 15/16
10 1/8
9 1/2
7 11/16
3
1 15/16
5 7/16
9
18 7/16
1 5/8
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7/16
1/8
1 5/8
3/8
1/4
1/4
7/16
3/8
1/8
1/32
1/8
0
0
0
0
0
- 1/16
- 1/16
- 1/16
- 3/16
- 3/8
- 13/16
- 1/8
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13.73%
9.09%
5.10%
2.80%
2.56%
2.35%
2.24%
2.16%
1.82%
1.54%
0.49%
0.00%
0.00%
0.00%
0.00%
0.00%
-0.81%
-2.04%
-3.13%
-3.33%
-4.00%
-4.22%
-7.14%
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Bringing together people, process and technology
For more information, call 1-800-248-5667 option 2
The purpose of coaching is to help an individual customer service representative improve in a specific area of his or her job or enhance or extend a valuable skill in a new way. -- Coaching Knock Your Socks Off Service, by Ron Zemke & Kristin Anderson
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 Lucent has achieved SCP Certification
Inference and KnowledgeBroker Partner to Provide Off-The-Shelf Technical Support Knowledge
Inference Corporation announced today it has signed an agreement with KnowledgeBroker, Inc. to resell KnowledgeBroker's prepackaged KnowledgeBases. These KnowledgeBases contain step-by-step answers to thousands of problems with software, hardware, operating systems and the Internet via the Contact Center. Available for more than 30 titles, the solutions in each KnowledgeBase are based upon the questions and experiences of actual users and have been field tested in a Customer Support environment.
Clarify FrontOffice 98 now Available for Microsoft SQL Server 7.0
Clarify Inc. today announced that its Clarify FrontOffice 98 solution suite is now available for the Microsoft SQL Server 7.0 platform, unveiled at COMDEX/Fall '98. The product marks another milestone in the long history of the two companies' relationship, which began in 1995 when Clarify shipped its first product to support both Microsoft Windows NT Server and SQL Server.
Peregrine Systems Announces Implementation Partners For ServiceCenter/2000
Peregrine Systems®, Inc. today announced it has signed strategic agreements with three new partners to provide implementation support for ServiceCenter/2000™, its Year 2000 (Y2K) contingency planning and crisis management solution. The partners are TRITECH Information Strategies; Networld Solutions; and Diederich and Associates and are certified as ServiceCenter/2000 Implementation Partners. In addition to the standard Connections Partner training, implementation partners complete a Change Management course specially focused on Y2K contingency planning and crisis management issues.
ASP Presents Support Professional of the Year Awards
The Association of Support Professionals (ASP) has presented its Support Professional of the Year award to two leading customer support executives, Eric Kurjan of Solomon Software and Paul Simpson of Trellix Corp. The two award winners were chosen by the 600-member organization for "outstanding contributions to the software support profession. Kurjan was cited for his turnaround efforts that dramatically improved customer satisfaction, operational efficiency, and employee satisfaction. Paul Simpson developed a Web-based support site that currently handles more than 75% of the company's support activity.
 Knowledge Tools for your Help Desk from Knowlix Corporation
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