 |
|
REAL
MARKET
RESEARCH
|
|
|
|
Tues,
December 29, 1998
|
|
|
THE
SUPPORT
REPORT
|
|
The First and Only Daily Report for the Service and Support (CRM) Industry
|
Resource Center
The One-Stop Shop for Service & Support Resources
|
News Archive
Career Corner
Demo Central
Support Library
Subscribe - free
|
Support Suppliers
Support Publications
Support Calendar
Support Stock Index
Unsubscribe
|
|
Today's SSDEX Figures |
|
Index |
Close |
Change |
Percent |
SSDEX
Dow
Nasdaq
S&P500
|
64.63
9320.98
2181.77
1241.81
|
0.75
94.23
1.47
16.32
|
1.17%
1.02%
0.07%
1.33%
|
|
|
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.
|
|
Today's Gainers and Losers
|
|
Company
|
Close
|
Change |
Percent |
Datawatch
Aegis Comm
Aspect
SITEL
Melita
Peregrine
Teletech
Precision
APAC Tel.
Pegasystems
Inference
Sykes
West Tel
ICT Group
SPS Pay
Vantive
Siebel
Clarify
Firstwave
Astea
Applix
IMA
Remedy
|
1 9/32
7/8
16 1/16
2 5/16
21
44
9
7 3/8
3 1/8
4 7/32
7 7/8
27 3/4
9 15/16
2 1/2
31 15/16
7 9/16
31 7/16
23 1/4
2 3/4
1 25/32
3 13/16
5 3/8
13 13/16
|
5/32
3/32
1 11/16
1/8
1
1 7/8
3/8
1/4
3/32
3/32
1/8
7/16
1/16
0
0
- 1/16
- 3/8
- 1/2
- 1/8
- 3/32
- 7/32
- 3/8
-1 9/16
|
13.89%
12.00%
11.74%
5.71%
5.00%
4.45%
4.35%
3.51%
3.09%
2.27%
1.61%
1.60%
0.63%
0.00%
0.00%
-0.82%
-1.18%
-2.11%
-4.35%
-5.00%
-5.43%
-6.52%
-10.16%
|
|
|
|
|
 Lockheed has achieved SCP Certification
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+.
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.
Astea Announces New UK Installation
Astea International announced that their ServiceAllianceTM service automation system has been selected by Winterhalter Gastronom. The English commercial glass and dishwasher systems specialist will implement ServiceAlliance for better management control of its nationwide service and repair operation.
 Win an IBM Thinkpad
|