Ask the Experts

Ask the Experts

• Should we change our customer loyalty strategy during a recession?

  Find out if you should change your customer loyalty strategy during a recession and learn why it's a good time to focus on building customer trust.  Continue Reading

• What call center events or conferences should we attend?

  Get an overview of the U.S.-based call center conferences and trade shows that call center professionals should attend and view a listing of upcoming call center events.  Continue Reading

• Forecasting call volume for a customer service call center

  Learn tips and techniques for forecasting and calculating customer service call volume for a customer service call center in this expert tip.  Continue Reading

• Nine necessary call center functions and technology for inbound call centers

  Expert Lori Bocklund lists the nine main call center functions necessary to run a successful inbound call center operation in this tip.  Continue Reading

• Three ways to track customer complaints and feedback

  Expert Don Peppers names three ways companies can track customer complaints and obtain customer feedback in this tip.  Continue Reading

• How to measure customer satisfaction in the call center

  Learn how to measure customer satisfaction and call center agent performance with these tips from Don Peppers.  Continue Reading

• Analyzing and influencing customer behavior to create customer value

  Get tips for analyzing and influencing customer behavior in order to improve the customer experience.  Continue Reading

• Accurately measuring employee loyalty and turnover in an organization

  In this tip, expert Martha Rogers discusses two ways organizations can measure employee loyalty and employee turnover without affecting employee trust.  Continue Reading

• Creating shareholder value through corporate philanthropy

  Can companies make more money by doing good? Get Martha Rogers' take on corporate philanthropy and its impact on shareholder value in this tip.  Continue Reading

• Oracle's social CRM strategy and the future of CRM

  Find out how Oracle's social CRM applications and recent innovations are shaping the future of CRM.  Continue Reading

• Getting employee buy-in for your products and services

  Expert Martha Rogers explains the best way a company can help its employees effectively sell its products and services.  Continue Reading

• Understanding Oracle application integration

  Get an overview of integration options for Oracle's CRM applications in this expert tip.  Continue Reading

• The relationship between building customer loyalty and shareholder value

  According to Martha Rogers, customer loyalty and shareholder value are intertwined. Get her tips for building both simultaneously in this tip.  Continue Reading

• What is an acceptable amount of call center break time?

  Lori Bocklund gives advice on how much call center break time and auxiliary time to allow depending on call center shifts and other factors in this tip.  Continue Reading

• Ten ways to re-energize and motivate call center agents

  Expert Donna Fluss lists 10 techniques call center managers can use to refresh and motivate call center agents during the day.  Continue Reading