Problem solve
Get help with specific problems with your technologies, process and projects.
Problem solve
Get help with specific problems with your technologies, process and projects.
What's the best ratio of employees to supervisor in the call center?
Lori Bocklund discusses the best ratio of employees to supervisor in a large call center. Continue Reading
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
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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
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SAP CRM 2007: Usability and new features
SAP CRM 2007's new user interface (UI) is discussed in this expert response.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
Monitoring the customer experience in the call center
Expert Lior Arussy explains why call centers cannot measure customer experiences in real time.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