Problem solve

Problem solve

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

• Give agents varied challenges during contact center downtimes

  Contact center managers can give agents a change of pace with varied tasks to take on during idle time. Continue Reading

• Treat CEM as core task, not add-on

  Make customer experience management a central piece of corporate strategy instead of treating it like an optional plan. Continue Reading

• Expand loyalty programs to reward social activity

  Plan to reward customers for social network activity and consider “lifestyle” rewards instead of just discounts -- a cooking lesson, maybe? Continue Reading

• Customers consider free tools for social listening

  Expert Denis Pombriant encourages companies to experiment with free software to get started with social listening. Continue Reading

• Buyers should seek IT guidance for CRM deployments

  Buyers can get help from IT when making a system selection for their CRM operations and find a way to work as partners. IT can operate as a realistic brake on the expectations that the line-of-business folks have on how the program or project can be... Continue Reading

• Is your call center multichannel or cross-channel?

  Multichannel contact centers are evolving into cross-channel centers. Lori Bockland examines the differences between the two contact center concepts.Continue Reading

• Set strategy to target social media influencers

  Forrester's Zach Hofer-Shall outlines how to set a startegy to help identify social media influencers.Continue Reading

• How to account for temporary call center shrinkage

  Expert Lori Bocklund explains how to calculate call center shrinkage when dealing with employees’ temporary absences.Continue Reading

• Live chat customer support software -- a cost or benefit?

  Expert Lori Bocklund explains the benefits and drawbacks of using live chat customer support software in the call center.Continue Reading

• Getting a firm ROI on a customer service tracking system

  What’s the best way to show ROI for implementing a customer service tracking system? Richard Snow of Ventana Research has tips about how to make the business case to upper management.Continue Reading

• Tools to help improve sales performance metrics

  Looking for ways to keep track of sales performance metrics? Ventana Research’s Richard Snow has a few tips on how to measure metrics without too much assistance from IT.Continue Reading

• Evaluating CRM options for the Mac

  The CRM options compatible with Macs are few and far between. Expert Paul Greenberg has suggestions on how to start your search evaluating Mac CRM software.Continue Reading

• Improving end-to-end processes to help customer service

  Expert Lori Bocklund explains how improving your end-to-end processes in the contact center can help you improve customer service and workflow in your center.Continue Reading

• How to improve contact center efficiency -- without stepping on toes

  Stuck in the "that’s the way we’ve always done it" trap at your contact center? Lori Bocklund has the answers to help you optimize your processes and improve contact center efficiency.Continue Reading

• Using process optimization to increase efficiency

  What’s the best way to increase efficiency when you’ve got confusing and difficult software? Our expert Lori Bocklund shows you how navigate the waters of process optimization.Continue Reading