Problem solve

Problem solve

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

• What should I consider when creating a customer equity strategy?

  Expert Martha Rogers lists the top three factors to consider when developing a customer equity strategy. Continue Reading

• The unsatisfied customer: How to turn a bad situation into a great one

  Expert Martha Rogers gives advice on approaching an unsatisfied customer and preventing the situation altogether. Continue Reading

• How to calculate staffing needs for a new call center

  Expert Lori Bocklund details what to consider when calculating staffing needs for a new call center. Continue Reading

• How to calculate service levels in call center settings

  Expert Lori Bocklund discusses factors that impact service levels in a call center. Continue Reading

• Building a call center: Where do I start?

  Expert Lori Bocklund gives advice on building out a call center for a small business. Continue Reading

• Are B2B loyalty programs useful?

  Expert Michael Lowenstein discusses B2B loyalty programs and their effectiveness.Continue Reading

• How are current trends affecting marketing strategies?

  Expert Lior Arussy discusses how businesses are adapting their marketing strategies to meet their customer's changing expectations.Continue Reading

• CEM software: How does it compare to CRM software?

  Expert Lior Arussy explains the difference between CRM and CEM systems and gives tips on how to determine which is right for your business.Continue Reading

• Can we lower average handle time and still provide excellent service?

  Expert Lior Arussy gives tips on reducing average handling time and keeping the customer happy.Continue Reading

• Where should I start building customer loyalty?

  Expert Michael Lowenstein gives tips on how to start building customer loyalty.Continue Reading

• Tips for migrating from Salesforce.com to Microsoft CRM

  When migrating from Salesforce.com to Microsoft CRM, it is important to consider data cleansing and conversion, application configuration, customization and reporting.Continue Reading

• Measuring ROI for a CRM upgrade

  In this tip, learn how to measure the ROI of a CRM upgrade and how to analyze net tangible benefits, intangible benefits and risk.Continue Reading

• What's the difference between NPV and IRR?

  Looking for a definition of IRR and ROI? Read advice from ROI expert Tom Pisello on how these two different metrics can be used to measure ROI for a CRM project.Continue Reading

• What's the difference between speech recognition software and voice tags?

  Wondering about how voice recognition or speech recognition and voice tags differ? Read definitions from Donna Fluss in this tip.Continue Reading

• Is your call center team leader ready for a management position? 10 ways to tell

  It can be difficult to evaluate a team leader's potential for a higher-level call center management position. Read 10 tips from Donna Fluss to determine whether your call center team leader is ready to be a call center manager.Continue Reading