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REAL
MARKET
RESEARCH
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Thur,
December 24, 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
Subscribe - free
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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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64.39
9217.99
2163.03
1226.27
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-0.03
15.96
-9.51
-2.27
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-0.04%
0.17%
-0.44%
-0.18%
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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 |
Remedy
SITEL
Astea
Melita
IMA
ICT Group
Firstwave
Sykes
Peregrine
West Tel
SPS Pay
Vantive
Datawatch
Aegis Comm
Pegasystems
Precision
Inference
Clarify
APAC Tel.
Teletech
Siebel
Aspect
Applix
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15 15/16
2 9/16
1 15/16
18 3/4
5 5/8
2 1/2
3 1/16
26 1/2
39 3/4
9 3/4
31 15/16
7 7/8
1 1/4
15/16
4 1/4
7 7/8
7 3/4
23 3/8
3 5/8
8 3/4
32 3/4
14 3/8
4 1/8
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2 15/16
7/16
1/8
1
1/4
1/16
1/16
3/8
0
0
0
0
0
0
- 1/16
- 1/8
- 1/8
- 1/2
- 3/32
- 1/4
- 15/16
- 5/8
- 5/16
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22.60%
20.59%
6.90%
5.63%
4.65%
2.56%
2.08%
1.44%
0.00%
0.00%
0.00%
0.00%
0.00%
0.00%
-1.45%
-1.56%
-1.59%
-2.09%
-2.52%
-2.78%
-2.78%
-4.17%
-7.04%
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Bringing together people, process and technology
For more information, call 1-800-248-5667 option 2
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 Knowledge Tools for your Help Desk from Knowlix Corporation
Call Centers Evolve Into Customer Data Sources
As call-center technology moves to open hardware and database platforms, customer service is expanding beyond the telephone to handle inquiries via E-mail, the Web, and fax. For some companies, the new technology is turning the call center into a valuable source of customer information. Full InformationWeek story - http://www.techweb.com/se/directlink.cgi?IWK19981207S0063.
Web-Based Customer Relationship Management - Software Magazine
Successful customer relationship management is the hallmark of every well-run business. Why? Because it costs more to acquire new customers than it does to hold onto existing ones. During the last few years a wide range of new software solutions has appeared that can help you deliver world-class customer service and support. And they all have one thing in common -- the Web. Full Software Magazine story - http://www.softwaremag.com/Insomnia/nov_98/index.htm .
Methods For Management - InformationWeek Article
InformationWeek takes a look at what IT department must do to put processes in place to ensure higl levels of application availability. The article talks about IT customer satisfaction and service level agreements. Full Story - http://www.techweb.com/se/directlink.cgi?IWK19981207S0001.
Web-Enabled Call Centers Turn Surfers To Customers
Corporations want to change call center applications from manual intervention systems to automated solutions that tap the power of the Internet and the Web. Interest in Web-enabled call centers is rising because companies are marketing more and more of their wares on the Internet. When potential purchasers show interest in a product, a company wants to transform them from prospects into buyers. To do that, a customer service representative may need to talk to the person, answer questions and assuage any fears. For that to occur, a company must connect its Web servers and call center systems. Full CRN story - http://www.crn.com/sections/news/821/821pg133a.asp .
Putting Customer Care In the Hands of the Web
When customers want help, the last thing they want is an automated voice-response system, discovered Maggi Williams, director of business development at the Bell Advanced Communications (BAC) Customer Service Solutions Centres, Hull, Quebec. BAC CSSC, which handles customer service problems for ISPs, pulled the plug on an interactive voice response system it had put together to cut costs, and turned to a Web-based customer service system. Read the Internet World story at http://search.internet.com/plweb-cgi/fastweb?getdoc+dual+InternetWorld+4844+1+wAAA+.
 IQSupport Application Suite from Advantage kbs
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