Ask the Experts

Ask the Experts

• 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

• 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

• 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

• 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

• 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

• 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

• 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