Ask the Experts

Ask the Experts

• 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

• 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 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

• 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