Problem solve

Problem solve

Get help with specific problems with your technologies, process and projects.

• 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

• 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

• Integrating Software as a Service (SaaS) CRM and ERP applications

  Successful integration between Software as a Service (SaaS) CRM and ERP systems depends on a number of factors that differ according to complexity. CRM integration is a major challenge for organizations of all sizes. In this new series, ... 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

• 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

• 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

• CRM application integration using Web services

  More and more organizations are turning to Web services to help ease application integration pains. In fact, when it comes to integrating new and legacy CRM applications, Web services can be a cost-effective and valuable solution.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

• Are one-to-one relationships between agents and customers a good idea?

  Expert Martha Rogers discusses the relationship customer service representatives (CSRs) should have with customers.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