Ask the Experts

Ask the Experts

• 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

• 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

• 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

• 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