|
Brought to you by Customer
Inter@ction Solutions magazine
April 26, 2004
It's Time For A
Monitoring Makeover
While call centers want to
ensure that customer requests are handled politely, knowledgeably and to
the customers satisfaction, too often call center managers use an
inadequate system to measure the reps performance.
More...
___________________________________________________
___________________________________________________
Call Centers in Europe, the Middle East
and Africa To Swell to 45,000 by 2008 With 2.1 Million Agent Positions
Findings from a new report by independent market
analyst Datamonitor (DMT.L) Vertical Guide to Call Centers in EMEA,
reveal the number of call centers in Europe, the Middle East and Africa
(EMEA) will increase by over 50 percent through 2008. The report, which
covers 26 countries across 13 vertical industries, finds that the biggest
growth will be in Eastern Europe and Middle East & Africa (MEA) not
only due to their youth, but also as a result of call center outsourcing
from Western Europe.
More...
_________________________________________________
Rockwell Automation Creates
Leading-Edge Center for Integrated Condition Monitoring
Rockwell Automation announced the creation of the
Rockwell Automation Center for Integrated Condition Monitoring in Houston,
Tex. Developed as a resource for process and petrochemical manufacturers,
the center will help companies improve performance metrics by maximizing
production uptime and reducing maintenance costs through predictive
maintenance strategies.
More...
_________________________________________________
ServiceBench Implements
PerformanceCenter for Mitsubishi Digital Electronics America - Enabling
Comprehensive Analysis of Service-Related Data
ServiceBench, Inc., the
leading provider of Web-based service supply chain management
applications, today announced that Mitsubishi Digital Electronics America
has adopted PerformanceCenter, a complete data analysis and reporting
solution for manufacturers and extended warranty providers.
More... _________________________________________________
Concerto Software Expands Contact
Center Offerings by Acquiring CenterForce Technologies' Performance
Optimization and Workforce Management Solutions
Concerto Software, Inc., a proven provider of contact
center solutions, announced today that it has acquired all assets and
certain liabilities of CenterForce Technologies, a pioneer in contact
center performance optimization and workforce management software.
More...
_________________________________________________
ShopNBC Selects Envision Click2Coach to
Enhance Customer Service
Envision Telephony, Inc., a
provider of contact center software solutions, today announced that
ShopNBC is using the Envision Click2Coach solution to help maximize each
customer contact and to develop agent skills to empower them to deliver
top-quality customer service. The Envision Click2Coach solution includes
Envision Quality Monitoring and Envision eLearning and is a complete set
of training, quality monitoring and evaluation tools to coach agents for
success. Click2Coach enables supervisors to coach agents more frequently,
and because of its effective training tools, agents receive information
and training more often which has increased the accuracy and consistency
of customer interactions at ShopNBC.
More...
_________________________________________________
SAS and C3i Deliver Customer
Intelligence to Life Sciences Sales and Marketing
SAS, the leader in business intelligence,
and C3i, the leader in customer management services for life sciences,
have partnered to create a sales force effectiveness solution for the life
sciences industry. Available immediately, Sales Insight, as the solution
is called, allows pharmaceutical and biotechnology companies to analyze
physician prescribing behavior and sales force efforts to optimize field
performance. This innovative approach enables sales operations teams to
calibrate field activities rapidly, empowering sales resources to respond
faster to emerging opportunities driven by changing prescriber value.
More...
_________________________________________________
Genesys Introduces New Channel
Partner Program to Address Growing Human Resources Outsourcing Market
Requirements
Genesys, a provider of outsourcing services
and software for human resources (HR) management, payroll, benefits,
learning, and performance management, announced the introduction of its
new nationwide channel partner program. Known as the HRO Partner Program,
it is available to consulting, services and technology providers that will
be carefully qualified by Genesys, to ensure that services and support
provided meet the Company's stringent channel program requirements.
More...
_________________________________________________
Was this newsletter forwarded to you? Get your own subscription: http://enews.tmcnet.com |
|
|