How to measure customer satisfaction in the call center
Analyzing and influencing customer behavior to create customer value
Accurately measuring employee loyalty and turnover in an organization
Creating shareholder value through corporate philanthropy
Oracle's social CRM strategy and the future of CRM
Getting employee buy-in for your products and services
Understanding Oracle application integration
The relationship between building customer loyalty and shareholder value
Keeping customers loyal in a down economy
What is an acceptable amount of call center break time?
Ten ways to re-energize and motivate call center agents
Company-wide customer experience mapping
Tips for calculating maximum occupancy in the call center
How are major companies using customer advocacy programs to reward customer loyalty?
Pros and cons of auto-response software in the call center
Managing call center stress: Three stress management training courses for agents
Creating customer loyalty reward programs that encourage future buying
Tips for managing customer value in a weak economy
Should we cross-sell to customers during a welcome call?
How should a B2B company build customer value and customer trust?
Microsoft eLearning courses for Dynamics CRM training
Linking Microsoft Outlook contacts to Dynamics CRM
Using call center quality metrics to measure email, chat and phone interactions
Developing a call center metrics strategy to reward call center agent performance
Customer lifetime value vs. current value
Is offering a price discount a good way to build customer worth?
SaaS CRM implementation best practices
Customer life cycle management best practices
Creating a customer loyalty strategy that targets doctors
Does Oracle CRM integrate best with other Oracle applications?
Finding remote call center agent jobs and opportunities
The chief customer officer and the customer experience
Training call center agents using bad customer service experiences
How can a call center offshore outsourcing firm attract new clients?
Can interactive voice response systems recognize abandoned calls?
Measuring chat session average handle time (AHT)
Do outsourced call center agents negatively impact customer trust?
Two main factors to building trust with customers
Building customer trust online: Tips for success
Sales tips and techniques for building customer trust
Volume metrics vs. call center performance metrics
CRM failure: The top six reasons CRM programs fail
How do cross-selling and up-selling impact customer satisfaction?
Engaging effectively with customers on the phone
Are one-to-one relationships between agents and customers a good idea?
Treating customers as individuals in the call center
Measuring individual employee performance in the call center
Using the SAP CRM Internet sales feature in CRM 2007
The advantages of Microsoft CRM Online: Support, flexibility and cost
Using Duet software to integrate SAP CRM and Microsoft Office
Oracle CRM On Demand: Improvements and Web 2.0 functionality
Oracle acquisitions: Is Oracle interested in Salesforce.com?
Call center rules and regulations: Why are they so strict?
What does Salesforce.com's partnership with Google mean for SaaS CRM?
Microsoft CRM Online: How will it compete?
Customer complaint handling and resolution policies
Identifying customer needs to create customer value
Customer complaints handling in the call center
Tracking consumer purchase behavior with third-party data
How to select the right CRM system
What CRM architecture is similar to Vantive software?
Phone sales techniques: Keeping customers on the line
What type of call queuing is right for our call center?
Managing call routing technology in the call center
What's the best ratio of employees to supervisor in the call center?
Should we upgrade to Microsoft CRM 4.0?
Converting and linking leads in Microsoft Dynamics CRM
Technology requirements for a Dynamics CRM installation
Increasing shareholder value through customers
How to win back customers and regain customer trust
Why do call centers use courtesy calls?
Call center seating: Keeping track of vacant workstations
How does SAP CRM integrate with SAP ERP?
SAP CRM 2007: Usability and new features
Defining and delivering a great customer experience
Monitoring the customer experience in the call center
Criteria for evaluating on-demand CRM or SaaS CRM
When is call blocking acceptable in the call center?
What factors impact call center average handle time?
Is a blocking rate of zero possible in the call center?
Call center forecasting: How can we predict call volume?
Tips for starting a home-based call center
Customer value and successful marketing: How are marketing trends changing?
How do we recognize the value of customers with growth potential?
Is CMO turnover related to a lack of interest in long-term customer value?
Strategies to increase customer value without sufficient customer data
How can we motivate our call center agents to up-sell?
Training for quality assurance analysts: What topics should we cover?
Service level in the call center: How does it impact utilization and costs?
Why do we look at the annual attrition rate in the call center?
Becoming a Siebel partner: What are the benefits?
What are the basic needs of customers?
CRM for the midmarket: Siebel CRM Professional or SAP Business One?
Running a customer loyalty program in an indirect sales channel
Coalition loyalty programs: How can SMBs benefit?
How to alert call center agents when high-value customers call
Measuring customer worth in the financial services industry
Customer worth and customer lifetime value: What's the difference?
Lowering average handle time for the help desk
Tips for ensuring high quality and productivity without burning out call center agents