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REAL
MARKET
RESEARCH
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Thurs,
November 19, 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
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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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60.79
9056.05
1919.68
1152.61
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1.02
14.94
22.24
8.13
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1.68%
0.17%
1.17%
0.71%
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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
Peregrine
SITEL
Siebel
Aspect
APAC Tel.
Clarify
ICT Group
Pegasystems
West Tel
Sykes
Firstwave
SPS Pay
Astea
Melita
Aegis Comm
Remedy
Precision
Teletech
Inference
Datawatch
Vantive
Applix
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5 1/2
38 1/8
2 15/16
25 15/16
18 11/16
7 1/8
20
2 1/2
9 1/8
10 13/16
20 1/8
2 1/8
31 15/16
1 7/8
13 3/8
1 9/32
10 7/16
6 15/16
9 1/8
6
1 5/8
8 11/16
4
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3/8
2 3/16
1/8
1
1/2
3/16
1/2
1/16
1/8
0
0
0
0
0
0
0
- 1/16
- 1/16
- 3/16
- 9/32
- 1/8
- 13/16
- 3/8
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7.32%
6.09%
4.44%
4.01%
2.75%
2.70%
2.56%
2.56%
1.39%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
-0.60%
-0.89%
-2.01%
-4.48%
-7.14%
-8.55%
-8.57%
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Bringing together people, process and technology
For more information, call 1-800-248-5667 option 2
Feedback is information. It is information your customer service reps can use to confirm or correct their performance. Not just data, but specific information—knowledge—about their performance that tells them that they are performing “A-Okay,” or that improvement is possible. Feedback may be your most important coaching tool. -- Coaching Knock Your Socks Off Service, by Ron Zemke & Kristin Anderson
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 IQSupport Application Suite from Advantage kbs
Cisco catches Web wave
Pushing online self-support out to external customers can be a tricky proposition. Those support organizations that merely throw a search engine and frequently asked questions on the Web site-and tout it as online self-service-are at risk of angering their customer base. What users really need is a guided process that emulates the help they get from a human. That process needs to be backed by a stock of timely knowledge that's easily searchable. Learn what Cisco Systems did in the full Service News article at http://www.servicenews.com/periodical/dolink.asp?issue=9811&page=9811sc06.htm.
Customer service: Here's a cure for the Web E-mail blues
Intellipost corp., a $1 billion-plus Web-based marketing services company, receives hundreds of customer E-mails every day. But it doesn't answer a single one. Instead, it funnels electronic inquiries directly to Brigade Solutions Inc., a new Web-based customer service outsourcer that guarantees that its "cyberreps" will answer 95% of all questions with a written reply within 24 hours. If they don't, customers such as Intellipost simply don't pay. Find the rest of the Computerworld story at http://www.computerworld.com/home/print.nsf/all/98111675B2.
Leading European Service Providers Join Support Center Practices (SCP) Certification Sponsor Body
Ziff-Davis Service and Support Consultants (ZD/SSC), in conjunction with the Software Support Professionals Association (SSPA) announced today the formation of a Support Center Practices (SCP) Certification sponsor body for the European marketplace. ZD/SSC will hold the first European SCP sponsor meeting in Amsterdam, The Netherlands on November 19 and 20, 1998.
Davox Joins Siebel Alliance Program as "Premier Software Partner"
Davox Corporation announced today that it has joined the Siebel Alliance Program as a ``Premier Software Partner.'' The alliance brings together Siebel Enterprise Applications with Davox's call management solutions for inbound, outbound, and blended call center environments.
Acquisition of Versatility by Oracle Corporation Approved
Versatility Inc announced that the stockholders of Versatility approved the merger whereby Versatility will become a wholly owned subsidiary of Oracle Corporation. Versatility anticipates that the merger will be consummated in December 1998.
 Find out how to reduce support costs by up to 75%
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