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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.

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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.
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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.
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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.
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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.
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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.
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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.
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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.
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