Ask the Experts

Ask the Experts

• 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

• 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

• 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

• 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

• Are airline loyalty programs becoming a disincentive?

  Get one expert's opinion of airline loyalty programs and whether or not their impact on customer loyalty is a positive one.  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

• 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

• 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

• 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

• Company-wide customer experience mapping

  In this expert tip, Lior Arussy explains how a customer experience manager should go about customer experience mapping to determine customer satisfaction across all touch points in an organization.  Continue Reading

• Tips for calculating maximum occupancy in the call center

  Expert Lori Bocklund defines maximum occupancy in the call center and explains the maximum occupancy formula in this tip.  Continue Reading

• Pros and cons of auto-response software in the call center

  Auto-response software often gets mixed reviews from both call center professionals and customers. Learn the pros and cons of using auto-answer and auto-response software in the call center from expert Donna Fluss.  Continue Reading

• How are major companies using customer advocacy programs to reward customer loyalty?

  In this tip, expert Michael Lowenstein discusses a few successful companies that have established customer advocacy programs to reward customer loyalty.  Continue Reading

• Managing call center stress: Three stress management training courses for agents

  In order to deal with the tension of emotional calls, call center agents often require stress management training. Expert Donna Fluss names three companies who have developed stress management courses for call center agents in this tip.  Continue Reading

• Tips for managing customer value in a weak economy

  When creating and managing customer value in a weak economy, companies should focus less on the frills and more on the basics. Get tips from Don Peppers on building customer value during weak economic times.  Continue Reading

• Should we cross-sell to customers during a welcome call?

  Should call center agents cross-sell to customers during a welcome call, or do they run the risk of losing customer trust? Find out in this expert tip from Don Peppers.  Continue Reading

• Creating customer loyalty reward programs that encourage future buying

  Expert Don Peppers gives tips for creating customer loyalty programs that encourage customers to buy more in the future.  Continue Reading

• How should a B2B company build customer value and customer trust?

  According to Don Peppers, B2B organizations should keep these seven principles in mind when creating customer value and building trust with B2B customers.  Continue Reading

• Microsoft eLearning courses for Dynamics CRM training

  Learn about Microsoft's eLearning options for users looking to get trained in Microsoft Dynamics CRM 4.0 in this expert tip.  Continue Reading

• Linking Microsoft Outlook contacts to Dynamics CRM

  Expert Richard Smith explains how users can link their Outlook contacts to CRM in just a few steps.  Continue Reading

• Developing a call center metrics strategy to reward call center agent performance

  Rewarding call center agent performance can really boost morale in the call center. In this expert tip, Lori Bocklund explains how a call center metrics strategy can be used to measure and reward call center agent performance.  Continue Reading

• Using call center quality metrics to measure email, chat and phone interactions

  Expert Lori Bocklund explains which call center quality metrics should be used to measure customer interactions in a mutli-channel call center.  Continue Reading

• SaaS CRM implementation best practices

  Implementing SaaS CRM comes with its share of challenges. Expert Bill Band discusses a few best practices organizations can utilize in this tip.  Continue Reading

• Customer life cycle management best practices

  Businesses need to find ways to fit themselves into their customer's life cycles, says Martha Rogers. Martha gives tips for adapting an organization's business model to match a customer's life cycle in this expert tip.  Continue Reading

• Creating a customer loyalty strategy that targets doctors

  Building a physician's loyalty is no easy task. Martha Rogers gives tips for things to think about when trying to create a customer loyalty strategy  Continue Reading

• Is offering a price discount a good way to build customer worth?

  Many companies offer price discounts to as a way of luring customers to buy their products or services, but is a price discount useful for building long-term customer worth? Find out in this expert tip.  Continue Reading

• Customer lifetime value vs. current value

  Expert Martha Rogers explains why businesses need to focus on the lifetime value of a customer, not the value of the current transaction.  Continue Reading

• Does Oracle CRM integrate best with other Oracle applications?

  Expert Bill Band discusses integrating Oracle CRM products with other Oracle applications in this tip.  Continue Reading

• Finding remote call center agent jobs and opportunities

  In this expert answer, Donna Fluss gives tips for finding remote call center agent jobs and lists 16 things people should do to prepare for a job as a remote call center agent.  Continue Reading

• The chief customer officer and the customer experience

  Organizations everywhere are hiring chief customer officers to lead their customer experience initiatives. Expert Lior Arussy explains the role of a chief customer officer in this expert tip.  Continue Reading

• Training call center agents using bad customer service experiences

  Expert Lior Arussy explains whether or not call center managers should train their agents by using examples of bad customer experiences in this expert answer.  Continue Reading

• How can a call center offshore outsourcing firm attract new clients?

  It's difficult for call center outsourcing firms to differentiate themselves from their competitors. Donna Fluss gives tips for call center outsourcers looking to attract new business in this expert tip.  Continue Reading

• Can interactive voice response systems recognize abandoned calls?

  Learn how to use your interactive voice response system to get metrics on abandoned calls in this expert tip.  Continue Reading

• Measuring chat session average handle time (AHT)

  It is possible to measure average handle time (AHT) for online chat sessions, says Lori Bocklund. Lori explains how to go about measuring AHT online in this expert tip.  Continue Reading

• Sales tips and techniques for building customer trust

  Don Peppers gives some tips for developing personal selling skills and using them during face-to-face interactions with customers.  Continue Reading

• Two main factors to building trust with customers

  Don Peppers explains the two factors that influence a customer's trust in a company.  Continue Reading

• Building customer trust online: Tips for success

  Building customer trust online can be tricky -- Don Peppers lists a few ways to maintain your customer's trust over the Internet in this expert tip.  Continue Reading

• Do outsourced call center agents negatively impact customer trust?

  Don Peppers discusses whether or not outsourced call center agents negatively impact customer trust in this expert response.  Continue Reading

• Volume metrics vs. call center performance metrics

  Not sure if you should use volume metrics or performance metrics in the call center? Lori Bocklund discusses which type is best in this expert tip.  Continue Reading

• CRM failure: The top six reasons CRM programs fail

  Lior Arussy gives the top six reasons CRM programs fail in this expert tip.  Continue Reading

• How do cross-selling and up-selling impact customer satisfaction?

  Cross-selling and up-selling are great ways to build customer profitability, but how do they impact customer satisfaction? Martha Rogers gives tips for up-selling in this expert tip.  Continue Reading

• Engaging effectively with customers on the phone

  Martha Rogers gives tips for engaging effectively with customers over the phone in this expert tip.  Continue Reading

• Treating customers as individuals in the call center

  Expert Martha Rogers explains how one company is making it a practice to treat every customer as an individual.  Continue Reading

• Measuring individual employee performance in the call center

  Expert Lori Bocklund gives tips for measuring individual employee performance in the call center in order to meet targeted service levels.  Continue Reading

• Using the SAP CRM Internet sales feature in CRM 2007

  Expert Srini Katta explains how SAP CRM's Internet sales functionality has been modified in SAP CRM 2007.  Continue Reading

• The advantages of Microsoft CRM Online: Support, flexibility and cost

  In this expert tip, Richard Smith discusses the standout features in Microsoft CRM Online and explains how Microsoft is directly competing with Salesforce.com  Continue Reading

• Using Duet software to integrate SAP CRM and Microsoft Office

  SAP CRM expert Srini Katta explains how Duet software links SAP CRM and Mirosoft Office.  Continue Reading

• Oracle acquisitions: Is Oracle interested in Salesforce.com?

  Expert Bill Band discusses Oracle's place in the SaaS CRM market and whether or not the software giant is looking to acquire Salesforce.com.  Continue Reading

• Oracle CRM On Demand: Improvements and Web 2.0 functionality

  Learn about the new usability, productivity and social networking features in Oracle CRM On Demand.  Continue Reading

• Call center rules and regulations: Why are they so strict?

  Learn the purpose of call center rules and regulations in this tip from Donna Fluss, including how and why call center managers control the number of scheduled agents according to the forecasted call volume, using workforce management (WFM) ...  Continue Reading

• What does Salesforce.com's partnership with Google mean for SaaS CRM?

  Expert Denis Pombriant explains how Salesforce.com's partnership with Google will affect the SaaS CRM market and Salesforce.com's competition.  Continue Reading

• Identifying customer needs to create customer value

  Understanding and identifying customer needs is a complex but necessary process for creating value for your company. Expert Don Peppers gives tips for understanding and acting on customer needs in the expert response.  Continue Reading

• Customer complaints handling in the call center

  Expert Don Peppers suggests three books call center managers can use to train agents on customer complaints handling in the call center.  Continue Reading

• Tracking consumer purchase behavior with third-party data

  Get tips for understanding and tracking customer buying behavior in this expert Q&A with Don Peppers.  Continue Reading

• Customer complaint handling and resolution policies

  Expert Don Peppers urges businesses to adopt formal customer compalint handling and resolution policies and work to uncover unvoiced customer complaints.  Continue Reading

• What CRM architecture is similar to Vantive software?

  Expert Paul Greenberg answers a reader's question about migrating to a CRM architecture that is similar to Vantive software.  Continue Reading

• How to select the right CRM system

  Selecting the right CRM solution for your business requires extensive planning and evaulation. Expert Paul Greenberg discusses some of the information businesses should know before they select a CRM system.  Continue Reading

• Phone sales techniques: Keeping customers on the line

  Many outbound call center agents struggle with keeping customers on the phone. Donna Fluss explains some phone sales techniques in this expert Q&A.  Continue Reading

• What type of call queuing is right for our call center?

  Expert Lori Bocklund explains what factors to consider when deciding on a call queuing or call routing strategy.  Continue Reading

• Managing call routing technology in the call center

  Expert Lori Bocklund gives best practices for managing call routing in the call center and explains how to develop a call routing strategy.  Continue Reading

• What's the best ratio of employees to supervisor in the call center?

  Lori Bocklund discusses the best ratio of employees to supervisor in a large call center.  Continue Reading

• How to win back customers and regain customer trust

  Winning back lost customers isn't easy. Martha Rogers explains how to win back customers in B2C and B2B settings.  Continue Reading

• Increasing shareholder value through customers

  Expert Martha Rogers emphasizes the importance of building shareholder value through customer trust and customer loyalty.  Continue Reading

• Converting and linking leads in Microsoft Dynamics CRM

  Expert Richard Smith explains the process of converting and linking leads in Microsoft Dynamics CRM.  Continue Reading

• Technology requirements for a Dynamics CRM installation

  Expert Richard Smith discusses the key technologies required for a Dynamics CRM installation.  Continue Reading

• Why do call centers use courtesy calls?

  Learn the three types of courtesy calls and why call centers use them in this expert response.  Continue Reading

• Call center seating: Keeping track of vacant workstations

  Donna Fluss names two vendors who provide software solutions for tracking and managing workstation utilization in the call center.  Continue Reading

• How does SAP CRM integrate with SAP ERP?

  Expert Srini Katta discusses integration between SAP CRM and SAP ERP.  Continue Reading

• SAP CRM 2007: Usability and new features

  SAP CRM 2007's new user interface (UI) is discussed in this expert response.  Continue Reading

• Monitoring the customer experience in the call center

  Expert Lior Arussy explains why call centers cannot measure customer experiences in real time.  Continue Reading

• Defining and delivering a great customer experience

  Defining what a great customer experience is for your customers is no easy task. Lior Arussy gives tips for delivering valuable and profitable customer experiences.  Continue Reading

• Criteria for evaluating on-demand CRM or SaaS CRM

  Expert Denis Pombriant gives tips for evaluating on-demand CRM or SaaS CRM and preparing for downtime.  Continue Reading

• When is call blocking acceptable in the call center?

  Expert Lori Bocklund explains when call blocking is acceptable and gives examples of how some call centers use blocking.  Continue Reading

• What factors impact call center average handle time?

  Expert Lori Bocklund explains why call centers need to adjust handling times depending on the time of day, week or year.  Continue Reading

• Is a blocking rate of zero possible in the call center?

  Find out when a blocking rate of zero is possible in the call center.  Continue Reading

• Call center forecasting: How can we predict call volume?

  In this expert resonse, Lori Bocklund gives tips for predicting call volume in a new call center.  Continue Reading

• Tips for starting a home-based call center

  Expert Donna Fluss gives tips for starting a home-based call center and managing remote call center agents.  Continue Reading

• Is CMO turnover related to a lack of interest in long-term customer value?

  Should CMOs focus on long-term customer value? Don Peppers discusses CMO turnover and customer value in this expert response.  Continue Reading

• Strategies to increase customer value without sufficient customer data

  Expert Don Peppers gives tips for increasing customer value without sufficient customer data.  Continue Reading

• How do we recognize the value of customers with growth potential?

  Expert Don Peppers gives tips for recognizing the value of customers with growth potential.  Continue Reading

• Customer value and successful marketing: How are marketing trends changing?

  Expert Don Peppers discusses the impact customer value has on marketing efforts.  Continue Reading

• How can we motivate our call center agents to up-sell?

  Get tips for training call center agents to up-sell and cross-sell in this expert response.  Continue Reading

• Training for quality assurance analysts: What topics should we cover?

  Expert Donna Fluss answers a question about training for quality assurance analysts and gives tips for topics to cover.  Continue Reading

• Service level in the call center: How does it impact utilization and costs?

  Expert Lori Bocklund explains sevice level in the call center and its effect on utilization and costs.  Continue Reading

• Why do we look at the annual attrition rate in the call center?

  Learn the value of looking at monthly and annual attrition rates in this expert response.  Continue Reading

• What are the basic needs of customers?

  Lior Arussy explains the basic needs of customers in this expert response.  Continue Reading

• Becoming a Siebel partner: What are the benefits?

  Learn the benefits of becoming a Siebel partner in this expert response.  Continue Reading

• Running a customer loyalty program in an indirect sales channel

  Expert Michael Lowenstein answers a question about running a customer loyalty program in an indirect sales channel.  Continue Reading

• Coalition loyalty programs: How can SMBs benefit?

  Expert Michael Lowenstein explains coalition loyalty programs and how SMBs can benefit from them.  Continue Reading

• CRM for the midmarket: Siebel CRM Professional or SAP Business One?

  Learn the strengths and weaknesses of Siebel CRM Professional and SAP Business One in this expert response.  Continue Reading

• Customer worth and customer lifetime value: What's the difference?

  Expert Martha Rogers defines customer worth and customer lifetime value and explains how they are different.  Continue Reading

• How to alert call center agents when high-value customers call

  Expert Martha Rogers gives tips for alerting call center agents when high-value customers call.  Continue Reading

• Measuring customer worth in the financial services industry

  Experts Peppers and Rogers discuss how some financial services companies are measuring and predicting customer worth.  Continue Reading