Most contact centers use one-dimensional metrics like time-to-respond or number-of-calls-handled to gauge success or failure. That's simply not sophisticated enough.
Daily News,
Posted 11 May 2004
RightNow's S-1 filing with the Securities and Exchange Commission indicates that the company has enjoyed quarterly revenue growth for more than six years.
Daily News,
Posted 10 May 2004
Based on the results of a survey of 359 companies, more than 75 percent reported that marketing spending in comparison with 2003 would either increase or stay consistent in 2004.
Daily News,
Posted 10 May 2004
FrontRange Solutions announced an increase in revenues and profits for its third fiscal quarter; SPL signed an agreement to acquire the major assets of CES; and more.
Daily News,
Posted 07 May 2004
Not counting the value of unspecified SureBridge liabilities absorbed by NaviSite, more than 70 percent of the acquisition is being funded by promissory notes totaling $39.5 million.
Daily News,
Posted 07 May 2004
Lost in the news that Tom Siebel was stepping down as CEO of the company he cofounded was the announcement of John White's appointment to Siebel Systems' board of directors
Daily News,
Posted 06 May 2004
NetMotion Wireless has launched the Siebel CRM Mobilization Program; Empirix launched OneSight for Contact Centers; Exact Software unveiled the new Web Shop; and more.
Daily News,
Posted 05 May 2004
Tom Siebel steps aside, but will remain chairman of the company's board of directors.
Daily News,
Posted 04 May 2004
An overwhelming 85 percent of respondents stated that cost reduction is their priority.
Daily News,
Posted 04 May 2004
CRM executives answer the question, Do companies that use CRM have a distinct advantage over companies that don't use CRM in uncovering who their most valuable customers are and then retaining them?
Daily News,
Posted 03 May 2004
Onyx Software today unveiled its latest call center offerings, including updated intelligent call scripting functionality and a partnership to provide agents with knowledge management capabilities.
Daily News,
Posted 03 May 2004
IDS Scheer North America announced Tuesday that it has expanded its partnership with Intalio; Witness Systems announced that Archway Marketing Services has deployed the eQuality customer interaction recording software in its Canadian contact centers; and more.
Daily News,
Posted 30 Apr 2004
Overall, SMBs are expected to increase their technology spending this year 6.6 percent over last year.
Daily News,
Posted 29 Apr 2004
The global survey claims that only 15 percent of current CRM projects are fully successful, but that the success rate can be improved to as high as 80 percent through proper business process methodology and prioritization.
Daily News,
Posted 29 Apr 2004
Language Analysis Systems introduces the LAS NameParser; Pivotal Veracity launches its new suite of delivery optimization tools; and more.
Daily News,
Posted 28 Apr 2004
G-Force '04: Updates to the Genesys voice platform include the ability to decouple hardware from software to enable easier application development on the customer side.
Daily News,
Posted 28 Apr 2004
Despite record-low interest rates, more than one quarter of CEOs listed "limited access to capital" as a threat to technology growth.
Daily News,
Posted 27 Apr 2004
The number of print-and-online catalogs has exceeded the number of catalogs available only in print.
Daily News,
Posted 27 Apr 2004
Growing economies in tier 2 and 3 regions, ranging from western Europe to South Africa, will create higher demand for domestic call center services, while aggressive technological catch-up will make eastern European call centers prime providers of customer care outsourcing.
Daily News,
Posted 26 Apr 2004
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