July 2008

July 31, 2008 31 Jul'08
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
July 31, 2008 31 Jul'08
Smartphones changing the face of Web analytics

As more and more users access websites via mobile devices, marketers and Web designers need to adjust their metrics and analysis. Continue Reading
July 28, 2008 28 Jul'08
Customer equity management tips from Martha Rogers

In this month's podcast, Martha Rogers takes questions from readers on building and managing customer worth and customer equity in a variety of different situations. Learn how businesses can cater to the customer life cycle, find out if price ... Continue Reading

July 21, 2008 21 Jul'08
Difficulties in selling and sales management

Learn about the difficulties in selling, sales management and executive management that are addressed in the solution selling sales process. This chapter lists the many challenges salespeople, sales managers and executives face on a daily basis. Continue Reading
July 21, 2008 21 Jul'08
The solution selling technique

Learn about the solution selling technique and find out how an organization can begin to make the shift from product selling to solution selling in this chapter excerpt. The chapter also includes a complete sales process overview of solution selling. Continue Reading
July 21, 2008 21 Jul'08
Call center morale hinges on communication

Learn the 10 best ways to improve call center agent job satisfaction in this chapter download from "Call Centers for Dummies." Continue Reading
July 21, 2008 21 Jul'08
Ten ways to improve call center agent job satisfaction

Learn the 10 best ways to improve call center agent job satisfaction in this chapter download from "Call Centers for Dummies." Continue Reading
July 21, 2008 21 Jul'08
Using the sales process

Learn why it is important to identify and define the sales process for your salespeople in this chapter excerpt from "The New Solution Selling". Also, find out about the two different types of salespeople and discover why both types are important ... Continue Reading
July 17, 2008 17 Jul'08
Integrating CRM with business intelligence tools

Integration between CRM and business intelligence (BI) tools can be a challenge. Learn about a proven methodology for BI-CRM integration that can speed up the integration process. Continue Reading
July 16, 2008 16 Jul'08
Convergys adds to relationship management with Intervoice acquisition

Extending its CRM and human resources management initiative, Convergys today said it will acquire IVR vendor Intervoice for $335 million. Continue Reading

July 15, 2008 15 Jul'08
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
July 15, 2008 15 Jul'08
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
July 10, 2008 10 Jul'08
Gartner enterprise marketing management rankings show room for growth

Gartner's Magic Quadrant for Enterprise Marketing Management lists no leaders and no challengers, a reflection of an emerging market. Continue Reading
July 10, 2008 10 Jul'08
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
July 09, 2008 09 Jul'08
Microsoft to add CRM accelerators, online marketplace

Microsoft is turning to its substantial partner channel to build out its CRM capabilities, developing a site to help customers connect with partners and an accelerator program. Continue Reading
July 08, 2008 08 Jul'08
Benefits of ERP-CRM integration

There are tremendous benefits of ERP-CRM integration, but many organizations struggle with integration because of workarounds and customizations. Learn five tips from the experts to help ease integration pains. Continue Reading
July 08, 2008 08 Jul'08
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
July 08, 2008 08 Jul'08
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
July 03, 2008 03 Jul'08
Speech self-service speaks the language of savings

For companies like DirectTV and Orbitz, maturing speech self-service is improving customer satisfaction while decreasing call volume to the call center. Continue Reading
July 01, 2008 01 Jul'08
Call center technologies: Top 10 buzzwords

Call center technology is constantly evolving, so it can be difficult to keep track of the latest innovations in the market. We've compiled this list of the top 10 call center technologies to consider for today's call centers. Continue Reading