Problem solve

Problem solve

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

• Managing call routing technology in the call center

  Expert Lori Bocklund gives best practices for managing call routing in the call center and explains how to develop a call routing strategy. Continue Reading

• What type of call queuing is right for our call center?

  Expert Lori Bocklund explains what factors to consider when deciding on a call queuing or call routing strategy. Continue Reading

• Converting and linking leads in Microsoft Dynamics CRM

  Expert Richard Smith explains the process of converting and linking leads in Microsoft Dynamics CRM. Continue Reading

• Should we upgrade to Microsoft CRM 4.0?

  Is Microsoft CRM 4.0 worth upgrading? Find out in this expert response from Richard Smith. Continue Reading

• Technology requirements for a Dynamics CRM installation

  Expert Richard Smith discusses the key technologies required for a Dynamics CRM installation. Continue Reading

• Increasing shareholder value through customers

  Expert Martha Rogers emphasizes the importance of building shareholder value through customer trust and customer loyalty.Continue Reading

• How to win back customers and regain customer trust

  Winning back lost customers isn't easy. Martha Rogers explains how to win back customers in B2C and B2B settings.Continue Reading

• Why do call centers use courtesy calls?

  Learn the three types of courtesy calls and why call centers use them in this expert response.Continue Reading

• Call center seating: Keeping track of vacant workstations

  Donna Fluss names two vendors who provide software solutions for tracking and managing workstation utilization in the call center.Continue Reading

• SAP CRM 2007: Usability and new features

  SAP CRM 2007's new user interface (UI) is discussed in this expert response.Continue Reading

• Monitoring the customer experience in the call center

  Expert Lior Arussy explains why call centers cannot measure customer experiences in real time.Continue Reading

• How does SAP CRM integrate with SAP ERP?

  Expert Srini Katta discusses integration between SAP CRM and SAP ERP.Continue Reading

• Defining and delivering a great customer experience

  Defining what a great customer experience is for your customers is no easy task. Lior Arussy gives tips for delivering valuable and profitable customer experiences.Continue Reading

• Criteria for evaluating on-demand CRM or SaaS CRM

  Expert Denis Pombriant gives tips for evaluating on-demand CRM or SaaS CRM and preparing for downtime.Continue Reading

• What factors impact call center average handle time?

  Expert Lori Bocklund explains why call centers need to adjust handling times depending on the time of day, week or year.Continue Reading