Ask the Experts

Ask the Experts

• Treat CEM as core task, not add-on

  Make customer experience management a central piece of corporate strategy instead of treating it like an optional plan.  Continue Reading

• Expand loyalty programs to reward social activity

  Plan to reward customers for social network activity and consider “lifestyle” rewards instead of just discounts -- a cooking lesson, maybe?  Continue Reading

• Customers consider free tools for social listening

  Expert Denis Pombriant encourages companies to experiment with free software to get started with social listening.  Continue Reading

• Set strategy to target social media influencers

  Forrester's Zach Hofer-Shall outlines how to set a startegy to help identify social media influencers.  Continue Reading

• Is your call center multichannel or cross-channel?

  Multichannel contact centers are evolving into cross-channel centers. Lori Bockland examines the differences between the two contact center concepts.  Continue Reading

• Buyers should seek IT guidance for CRM deployments

  Buyers can get help from IT when making a system selection for their CRM operations and find a way to work as partners. IT can operate as a realistic brake on the expectations that the line-of-business folks have on how the program or project can be...  Continue Reading

• Live chat customer support software -- a cost or benefit?

  Expert Lori Bocklund explains the benefits and drawbacks of using live chat customer support software in the call center.  Continue Reading

• How to account for temporary call center shrinkage

  Expert Lori Bocklund explains how to calculate call center shrinkage when dealing with employees’ temporary absences.  Continue Reading

• Tools to help improve sales performance metrics

  Looking for ways to keep track of sales performance metrics? Ventana Research’s Richard Snow has a few tips on how to measure metrics without too much assistance from IT.  Continue Reading

• Getting a firm ROI on a customer service tracking system

  What’s the best way to show ROI for implementing a customer service tracking system? Richard Snow of Ventana Research has tips about how to make the business case to upper management.  Continue Reading

• Evaluating CRM options for the Mac

  The CRM options compatible with Macs are few and far between. Expert Paul Greenberg has suggestions on how to start your search evaluating Mac CRM software.  Continue Reading

• Improving end-to-end processes to help customer service

  Expert Lori Bocklund explains how improving your end-to-end processes in the contact center can help you improve customer service and workflow in your center.  Continue Reading

• Using process optimization to increase efficiency

  What’s the best way to increase efficiency when you’ve got confusing and difficult software? Our expert Lori Bocklund shows you how navigate the waters of process optimization.  Continue Reading

• How to improve contact center efficiency -- without stepping on toes

  Stuck in the "that’s the way we’ve always done it" trap at your contact center? Lori Bocklund has the answers to help you optimize your processes and improve contact center efficiency.  Continue Reading

• Using a voice of the customer survey to assist with CRM implementation

  A solid CRM strategy should aim to take the customer’s voice into account. Our expert Jill Dyche explains how to solicit a voice of the customer survey and how it can affect CRM implementation.  Continue Reading

• What to consider when planning a Siebel CRM upgrade

  What’s the best way to present your case for a Siebel CRM upgrade? Expert William Band breaks down the process behind an application upgrade for Siebel.  Continue Reading

• Which call center billing model should I use?

  What’s the best call center billing model measurement – charging for calls per month or per call? Expert Donna Fluss explains the methods behind both and how to best apply them in the contact center.  Continue Reading

• How to define the soft ROI benefits in the contact center

  It can be difficult to explain and interpret intangible data and soft ROI benefits for the contact center. Expert Donna Fluss explains how to present the data, and how using quality monitoring applications can help.  Continue Reading

• How to ensure CRM implementation success

  Find out what taking on a new on-premise or SaaS CRM product entails, and what the benchmarks and best practices are for a CRM implementation success.  Continue Reading

• Using a customer segmentation strategy for better customer retention

  Find out the best way to use a customer segmentation strategy to design a retention model that allows you to hold onto current customers and provide good customer service.  Continue Reading

• How to foster an innovative workplace organizational culture

  Read about how to make a more customer-centered and innovative workplace organizational culture, with tips on collaboration, education and the voice of the customer.  Continue Reading

• Understanding call center occupancy vs. call center adherence

  Our expert Lori Bocklund explains what’s important about call center occupancy and call center adherence, and how and why both metrics are vital to the operation of any call center.  Continue Reading

• How to increase call center staffing with Erlang C calculator

  Expert Lori Bocklund explains the best way call center management can calculate call volume and help with the need to increase call center staffing with Erlang C.  Continue Reading

• How to implement an effective call center workforce management system

  Expert Donna Fluss explains how to effectively establish a call center workforce management system – from creating a flexible scheduling plan for employees to reduce operating expenses, improve efficiency, enhance employee morale and increase agent...  Continue Reading

• How to customize and configure Microsoft CRM to meet business needs

  Wondering how to customize and configure Microsoft CRM to meet your organizations’ business needs? Find out how to use Microsoft Dynamics CRM Help to easily make these changes.  Continue Reading

• Understanding the Microsoft CRM sales process and how to convert leads

  Find out what you need to know about the Microsoft CRM sales process to convert leads to opportunities and accounts and complete the Microsoft Dynamics CRM sales cycle.  Continue Reading

• How to solve Microsoft CRM 4.0 performance problems

  If you’re having Microsoft CRM 4.0 performance problems, experts recommend following these specific guidelines.  Continue Reading

• How long should I spend on the quality monitoring process for each call?

  Find out how long to spend on quality monitoring process for each call in your call center in this expert tip. Learn why top-tier quality monitoring (QM) software can speed up the call center quality monitoring process.  Continue Reading

• How can I measure call center agents' unavailable and "not ready" time?

  Find out how to measure call center agents' unavailable and not ready time in this expert tip and get a formula for calculating unavailable time in your call center.  Continue Reading

• How can I set metrics for customer satisfaction and customer profitability?

  You can establish call center metrics that encourage agents to build customer satisfaction while also improving profitability. Learn how in this expert tip from Don Peppers.  Continue Reading

• How can we determine the cost of keeping a customer?

  How can you determine the cost of keeping a customer who is threatening to leave? Learn methods for calculating customer profitability for one customer or for a group.  Continue Reading

• Methods to increase customer lifetime value via customer loyalty

  Don Peppers discusses some effective methods to increase customer lifetime value via customer loyalty in this expert tip.  Continue Reading

• In calculating utilization rate, should we subtract time for break/lunch?

  In calculating utilization rate for the call center, should you subtract out the time that call center agents are on break/lunch? Get expert advice about how to calculate utilization rate in this tip.  Continue Reading

• Questions to ask when analyzing call center talk time

  The best way to lower talk time in the call center is to carefully analyze what factors are driving the talk time. Learn what questions to ask when looking at call center talk time and how to develop an escalation plan for agents.  Continue Reading

• Two ways to calculate average handle time: At the agent level vs. queue/skill level

  Some tools calculate average handle time (AHT) on a call center agent level (VAG), while some tools report AHT on queue/skill level (VQ). Get expert advice about calculating AHT in this tip.  Continue Reading

• Using a call center staffing calculator to determine staffing needs

  Correct call center staffing requirements cannot be determined by the number of agents and occupancy. Find out the best way to determine the number of call center agents you need.  Continue Reading

• Using weighted averages to calculate ASA and abandonment rate

  Your ACD should report ASA and abandonment rate for defined time periods, considering the volume handled. However, if management wants you to combine time periods, using a weighted average provides a more realistic picture of a particular ...  Continue Reading

• How to calculate workforce management ROI and benefits for the call center

  Trying to measure ROI for workforce management (WFM)? Read expert advice on the benefits of WFM, including more accurate forecasts and scheduling, resulting in better match of resources to workload.  Continue Reading

• Determining ratio of back-office agents to support inbound call center agents

  Find out if there is a way to calculate the ratio of back-office agents to support inbound call center agents and get call center headcount tips in this expert Q/A.  Continue Reading

• Weighing benefits, risks of upgrading Oracle CRM in a down economy

  What are the risks of upgrading Oracle CRM in a down economy? Read risk assessment tips from Forrester Research and help determine how long it will take to get ROI from an Oracle CRM upgrade.  Continue Reading

• Three options for creating Microsoft CRM surveys

  Microsoft Dynamics CRM 4.0 does not provide survey questionnaire functionality out of the box, but here are three options for creating Microsoft CRM surveys.  Continue Reading

• Three management tips for overseeing call center agents on night shift

  There are psychological and medical challenges for call center agents working the night shift. Hear management tips from Donna Fluss for managing night shift call center agents.  Continue Reading

• Tracking the online customer experience after a website redesign

  Learn customer experience metrics, including how to track and measure the impact a website redesign may have on the online customer experience, in this expert tip.  Continue Reading

• Performance measurement analyst role and responsibilities

  Learn about the role of the performance measurement analyst and their responsibilities, including establishing the right metrics to measure the customer experience, in this expert tip.  Continue Reading

• Managing customer conversations in the call center

  Get tips for managing customer conversations in the call center and find out how call center agents can deal with chatty or emotional customers.  Continue Reading

• Using click-to-call vs. click-to-chat software

  Learn the pros and cons of using click- to-call vs. click-to-chat software and find out which is best for reducing costs and improving the customer experience.  Continue Reading

• Tips for deploying online self-service technology

  Learn some tips for implementing online self-service technology effectively and making the most of customer self-service data in this expert tip.  Continue Reading

• Improving website usability and the online customer experience

  Discover the best way to improve website usability and the online customer experience in this tip. Learn about the importance of the multichannel customer.  Continue Reading

• What are the SAP enhancement packages for SAP CRM?

  Get the basics about the SAP enhancement packages available for SAP CRM customers. Learn about SAP's EHP strategy and how it impacts SAP CRM 7.0 customers.  Continue Reading

• Can you explain Salesforce.com integration capabilities?

  According to some experts, Salesforce.com integration capabilities are top notch. Find out how Salesforce.com integrates with other business applications.  Continue Reading

• Explaining SAP CRM and ERP integration techniques

  Get a SAP ERP integration tip in this expert Q&A. Find out if SAP CRM and ERP integration is possible when there are two SAP CRM implementations involved and learn what to watch out for when planning an integration project.  Continue Reading

• Pros and cons of using a pay-per-call service in the call center

  Learn the pros and cons of using a pay-per-call service in the call center. Discover other call center pricing schemes, such as pay-per-minute.  Continue Reading

• Is on-premise CRM a bad investment given the growth of SaaS CRM?

  Are on-premise CRM investments a bad idea, given the growth of SaaS CRM software? Find out about both CRM deployment options in this expert tip.  Continue Reading

• How to research small software vendors for CRM

  Get tips for researching the background of small software vendors and learn how to find reputable CRM software vendors in this expert tip.  Continue Reading

• Examining call center cell phone regulations

  Find out why most call centers don't allow cell phones or other personal items inside. Learn about call center regulations set by the PCI and FCC.  Continue Reading

• What data integration software is right for us?

  Find out about different types of data integration software and data integration vendors in this expert tip. Learn about MDM, EAI, EII, and more.  Continue Reading

• Customer database management tips for the customer-centric company

  Find out what steps to take before establishing customer database management tactics in this expert tip. Learn how to uncover customer needs and wants.  Continue Reading

• CDI best practices to follow during a CRM migration

  Read CDI best practices and find out why companies should identify business rules up front when planning a CRM migration in this tip from expert Jill Dyche.  Continue Reading

• Microsoft CRM performance issues and possible solutions

  Get help debugging Microsoft CRM performance issues and get tips for dealing with slow screen load times in Dynamics CRM 4.0 in this expert Q&A.  Continue Reading

• Three ways to build customer trust as a car salesman

  Find three ways to build customer trust as a car salesman and hear Don Pepper's tips for car dealerships to change sales commissions to improve trust.  Continue Reading

• Which vendors are Oracle and Siebel On Demand CRM competitors?

  Learn about CRM products from Oracle and Siebel on demand CRM competitors and get a brief description of Microsoft, RightNow and Salesforce.com.  Continue Reading

• Tips for converting a lead to a contact in Microsoft CRM

  Learn to use Microsoft CRM to convert leads, including two ways to covert a lead to a contact and how to map CRM data from lead fields to a contact form.  Continue Reading

• What does the chief customer officer (CCO) position really encompass?

  Learn the meaning behind the CCO position and find out what the CCO job description may or may not include in this expert tip from Don Peppers.  Continue Reading

• Will customers forgive the mistakes of trustworthy companies?

  Find out how bad customer experiences impact customer trust and if customers are likely to forgive trustworthy companies in this tip from expert Don Peppers.  Continue Reading

• Tips for building great customer experiences with personalized preferences

  Get tips for building great customer experiences in this expert Q&A. Learn the importance of setting customer expectations and personalizing experiences.  Continue Reading

• Are luxury retail loyalty programs necessary?

  Find out if luxury retail stores should offer loyalty programs for their customers in this tip. Learn how some luxury retail brands build loyal customers.  Continue Reading

• Should we raise hurdle rates for a customer loyalty rewards program?

  Get an experts take on raising the hurdle rates of a customer loyalty program and learn more about value-added benefits from Michael Lowenstein.  Continue Reading

• The benefits of a customer trust index and measuring the trust of customers

  Learn what a customer trust index is and get tips for measuring and building customer trust and uncovering customer complaints, feedback and opinions.  Continue Reading

• Tips for boosting employee morale and motivation in a bad economy

  Get tips for boosting employee morale during an economic downturn. Find out how to adjust your employee strategy to improve employee motivation.  Continue Reading

• How to develop a new customer strategy

  Find out how a new business should go about developing a new customer strategy for the first time. Learn the importance of establishing customer worth.  Continue Reading

• How to update your 2009 customer strategy

  Get tips for updating your 2009 customer strategy and growing your business during a recession in this Q&A. Learn about the Return on Customer concept.  Continue Reading

• Does hot seating in the call center affect agent morale?

  Learn about hot seating in the call center and find out how it can have a positive and negative impact on agent morale and productivity in this expert tip.  Continue Reading

• How can we deliver a consistent customer experience across the company?

  Get tips for delivering a consistent customer experience across an entire organization and becoming a customer-focused company in this expert tip.  Continue Reading

• How to conduct successful IVR surveys

  Find tips for getting customers to take IVR surveys and learn the pros and cons of written surveys, outbound call surveys and SMS surveys in this Q&A.  Continue Reading

• Designing customer experience survey questions for a car dealership

  Learn which key issues your customer experience survey questions should cover at a car dealership and find out if customer survey incentives are a good idea.  Continue Reading

• What formulas should we use to measure customer loyalty?

  Learn a few ways to measure customer loyalty and find out about customer spend or "share of wallet," which expert Michael Lowenstein believes to be the most consistent and reliable way to track customer retention.  Continue Reading

• Five things to include in a customer loyalty survey

  Discover the top five things a customer loyalty survey should include and learn, in general, how long customer surveys should be in this expert tip.  Continue Reading

• Overview of open source call center software

  Get an overview of open source call center software and learn about open source software vendors and open source telephony systems on the market.  Continue Reading

• How can we reduce customer defection rates when changing our products?

  Learn what companies can do to reduce the risk of customer defection and keep customer defection rates low when making major changes to a product.  Continue Reading

• Four ways to build customer confidence in a new consultancy

  Learn four tips for building customer confidence in a new consultancy and get an expert's opinion on prospecting for new customers in this expert tip.  Continue Reading

• Comparing Oracle pricing and licensing fees to prices from Salesforce.com and Microsoft

  Discover how to compare Oracle pricing and licensing fees to prices from Salesforce.com and Microsoft. Learn about cost advantages of SaaS CRM for small businesses.  Continue Reading

• Are Oracle Fusion applications based on Siebel CRM?

  Find out if Oracle Fusion applications are based on Siebel CRM. Get help deciding between Oracle Siebel CRM and PeopleSoft CRM in this expert tip.  Continue Reading

• Are customer testimonials effective for building customer trust?

  Learn which type of customer testimonial is the most effective for building customer trust and get other strategies for building the trust of customers.  Continue Reading

• Creating work-at-home agent agreements for call center employees

  Learn what to include in work-at-home agent agreements and get a list of categories the agent agreement should address in this expert tip from Donna Fluss.  Continue Reading

• The pros and cons of developing CRM in-house

  Discover the pros and cons of developing CRM in-house in this expert tip. Learn which type of company would benefit from a CRM system developed in-house.  Continue Reading

• Integrating SAP CRM 3.0 and SAP ECC 6.0

  Find out if it's possible to run SAP CRM 3.0 and SAP ECC 6.0 simultaneously in this expert tip. Learn about SAP R/3 plug-ins available in SAP ECC 6.0.  Continue Reading

• Are there limitations to SAP CRM On Demand?

  Learn about the integration limitations of SAP CRM On Demand and get more information on SAP CRM in this tip from SAP CRM expert Srini Katta.  Continue Reading

• Six Microsoft accelerators for Dynamics CRM 4.0

  In this Q&A, learn more about the current list of Microsoft accelerators available for Microsoft Dynamics CRM 4.0 and get tips for deploying them within CRM.  Continue Reading

• Is Microsoft Dynamics CRM 4.0 and Lotus Notes integration possible?

  Find out about integration between Dynamics CRM 4.0 and Lotus Notes. Lotus Notes users can find tips for monitoring emails through Dynamics CRM 4.0.  Continue Reading

• Tips and best practices for implementing open source CRM

  When implementing open source CRM, pay attention to budget and functionality, as well as other CRM implementation best practices, says expert Richard Boardman.  Continue Reading

• How do outbound and inbound call centers build profitable customers?

  In this tip, expert Martha Rogers explains how inbound call center agents and outbound call center agents play different roles in building customer profitability.  Continue Reading

• Four tips for downgrading customer status

  Learn four steps to take when downgrading customer status and altering the customer tier, including offers that might build customer loyalty again.  Continue Reading

• What's the best way to manage unprofitable customers?

  Learn tips for turning unprofitable customers into profitable customers in this tip. Find out who in the organization should manage unprofitable customers.  Continue Reading

• How can we get our agents to focus on building customer profitability?

  In this tip, learn techniques for getting call center agents to focus on building customer profitability and improving the customer experience when up-selling.  Continue Reading

• How can we leverage data from our predictive analytics software?

  Get tips for leveraging data from predictive analytics software in this expert response. Learn how call center agents can utilize customer data.  Continue Reading

• What custom WFM reports should we have developed for our new system?

  Learn what WFM reports are most important in a workforce management system. Key call center reports will measure shrinkage, talk time and more.  Continue Reading

• Results of customer engagement survey of emotionally satisfied customers

  Expert Lior Arussy discusses the impact of a customer's emotional engagement with a company, citing a customer engagement survey of emotionally satisfied customers.  Continue Reading

• Top 10 CRM implementation pitfalls

  Get the top 10 CRM implementation pitfalls and learn what organizations should avoid when implementing a CRM system in this tip.  Continue Reading

• Working with multiple Microsoft CRM instances and security roles

  Get tips for working with two Microsoft CRM instances on the same domain and learn about Microsoft CRM security roles in CRM 3.0 in this expert tip.  Continue Reading

• Measuring the effectiveness of CRM

  Learn how to measure and evaluate the effectiveness of CRM and find out if pre-built CRM reports will meet your reporting requirements in this expert tip.  Continue Reading