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REAL
MARKET
RESEARCH
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Wed,
November 25, 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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60.40
9314.28
1985.21
1186.87
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1.14
13.13
19.33
3.88
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1.89%
0.14%
0.98%
0.33%
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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 |
Inference
Siebel
Applix
SITEL
Datawatch
Peregrine
Clarify
West Tel
Precision
ICT Group
Sykes
Teletech
SPS Pay
Firstwave
Vantive
Aspect
Astea
APAC Tel.
Aegis Comm
Remedy
Melita
IMA
Pegasystems
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7 1/4
25 11/16
4
2 7/8
1 7/16
36 3/4
19 13/16
11 3/4
7 3/16
2 5/8
20
9
31 15/16
2 3/16
8 39/64
18 7/8
2
7
1 3/16
10 7/16
14 7/8
5 3/8
6 9/32
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27/32
2 1/2
3/8
3/16
3/32
1/2
1/8
1/16
1/32
0
0
0
0
0
- 1/64
- 1/4
- 1/32
- 1/8
- 1/32
- 1/2
-1
- 1/2
-1 11/32
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13.17%
10.78%
10.34%
6.98%
6.98%
1.38%
0.63%
0.53%
0.44%
0.00%
0.00%
0.00%
0.00%
0.00%
-0.18%
-1.31%
-1.54%
-1.75%
-2.56%
-4.57%
-6.30%
-8.51%
-17.62%
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Bringing together people, process and technology
For more information, call 1-800-248-5667 option 2
Striding across the floor of his or her domain, passing out gold stars to the hot players, giving instant and wise counsel to the faltering. Dynamic. Forceful. The image of self-assured mastery. And mostly a fantasy. “Coaching on the run”—being able to spot real-time problems and intercede—is useful and important. But it is the exception, not the rule, of customer service coaching. -- Coaching Knock Your Socks Off Service, by Ron Zemke & Kristin Anderson
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 Xerox has achieved SCP Certification
When Help Desks Don't Help - PC Week Article
Many companies are dissatisfied with their help desk outsourcing agreements due to a combination of unrealistic expectations within those organizations and poor delivery from vendors, according to a new survey from Meta Group Inc. The survey, which also ranked the capabilities of help desk vendors, is based on ongoing research among more than 600 Meta clients. Problems have arisen in outsourcing, the survey says, because companies expect vendors to cure their help desk woes.of those factors. See the rest of the PC Week story at http://www.zdnet.com/pcweek/stories/news/0,4153,372453,00.html.
E-Mail Tools Manage Data - ComputerWorld Article
Effective E-mail response has become essential as companies interact with their customers moreoften through Web sites and other electronic means. But many organizations are lagging in this area. David Cooperstein, an analyst at Cambridge, Mass.-based Forrester, said many companies just don't realize that the first thing a Web site generates is a flood of E-mail. So companies often are operating in reactive mode. Automated E-mail management software can sometimes help manage the flow, analysts said, while culling valuable customer data from E-mail. Read the rest of the ComputerWorld story at http://www.computerworld.com/home/print.nsf/all/9811237CA2.
Pegasystems Delays Filing; Changes Nasdaq Ticker Symbol
Pegasystems on Monday said it will delay filing its Report on Form 10-Q for the third quarter due to the review of certain revenue transactions. The company's Chief Financial Officer Dick Goldman said he was not able to provide details about the revenue transactions or discuss when the company may report its fourth quarter results. Based on the delay in its filing the ticker will be PEGAE, effective Wednesday, November 25, 1998.
Datawatch Reports Results for Fiscal 1998
Datawatch Corporation announced net income for the fiscal year ended September 30, 1998 of $4,704,000, or $.51 per diluted share. The fiscal 1998 net income included a pretax gain of $15,431,000 from the sale of the Macintosh product line to Dr Solomon's Software, and restructuring and other one-time charges of approximately $4,100,000. The fiscal 1998 net income compares to a net loss of $1,995,000 or $.22 per diluted share for the prior fiscal year. Revenues for fiscal 1998 were $25,296,000, down from $32,047,000 in fiscal 1997.
 Knowledge Tools for your Help Desk from Knowlix Corporation
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