• Comparative information on predictive dialers
  • New trends in customer loyalty programs
  • Comments on PeopleSoft's decision to accept Oracle's offer
  • Fundamentals of an inbound call center budget
  • Addressing technology reporting and performance problems in non-profit organization
  • Evaluating CRM packages for higher education
  • Are there any standard written tests for hiring a call center supervisor?
  • How should average hold time be figured into average handle time?
  • Tips for managing remote agents
  • Predicting call volume for the call center
  • Using promotional continuity
  • The difference between AHT and calls per hour
  • Comparing contact center product features
  • Info on loyalty program member attraction compared to total customer base
  • Offering the right customer appreciation tokens
  • Developing a productivity index for an inbound contact center
  • Essential technical skills of a Data Warehouse Architect
  • BPM and business intelligence
  • The roles of data warehousing, data mining and OLAP in knowledge discovery
  • Industry standards for average speed of answer (ASA) and abandon rate
  • Creating a balanced incentive program for agents
  • Calculating cost per seat for the call center
  • Compensation methods for encouraging SFA adoption
  • Secrets to SFA adoption
  • Getting started with a sales methodology
  • The pros and cons of hosted vs. on-premise SFA solutions
  • Best resources for information on sales performance metrics
  • Getting started with CRM in a small business
  • Recommended data collection tools for call centers
  • Telecom industry churn rates
  • A new acronym for the call center: Total Cost of Outsourcing (TCO)
  • Creating incentive programs for nontraditional call center agents
  • Determining first call resolution metrics for an inbound call center
  • Change management and first call resolution
  • Loyalty programs with true value propositions
  • Measuring cost per call
  • Establishing BI steering committees
  • Customer address verification during incoming calls
  • Looking for low-cost outsourcers that also do financial transactions
  • How to determine if hosted CRM is the answer
  • Who champions CRM: Marketing or IT?
  • Implementing Microsoft CRM
  • TCO of Siebel's CRM OnDemand product (Part 2)
  • TCO of Siebel's CRM OnDemand product (Part 1)
  • Using a delay message to advise callers when to call
  • TCO and hosted CRM
  • CRM and the world of sports
  • A loyalty program with an interactive feature
  • Definitions: NPV, IRR, ROI and payback
  • Smaller call centers
  • Metrics for the smaller call center
  • Datawarehousing hardware requirements
  • Is there a future in CRM?
  • CRM compatibility with phone systems in England
  • Using ACT!, looking for a new solution
  • Public Switched Telephone Network
  • Labor costs for call centers
  • Speech recognition user groups
  • Data modeling: Entity relationship (E-R) vs. dimensional data models
  • A quick guide to customer lifetime value (CLV)
  • Bright future for hosted CRM
  • Completing a CRM ROI analysis
  • Measuring ROI: Art or science?
  • To consolidate financials or not?
  • Tracking wallet share
  • Assignment Manager
  • Expense of new customers vs. existing ones
  • Integrating CRM packages
  • A look at performance metrics in a multi-channel call center
  • Complying with Sarbanes Oxley Act
  • Customer facing verses customer centric strategies
  • CRM's origins
  • Installation and user seat reports
  • CRM in Higher Education
  • Call center analytics on a tight budget
  • More information on increasing first call resolution
  • Best software for managing a telemarketing operation
  • Hosted IP contact centers
  • Selecting a CRM package
  • Expecting too much from CRM?
  • Recommendation for database for field workers
  • Mobile telephony loyalty
  • CRM for the services industry
  • Is mobile CRM far-fetched?
  • The role of ISO 9000 in the ICT industry
  • The promise of performance optimization
  • Best source for call center metrics
  • Is Siebel well-managed?
  • CRM acronyms
  • Limitations of SFA/contact management tools
  • Is SAP CRM needed for 30-person dept.?
  • Relational vs. dimensional data marts
  • ASP CRM market - Part II
  • ASP CRM market - Part I
  • CRM vs. portal tool
  • CRM for FMCG companies
  • CRM training
  • Evaluating hosted CRM
  • CRM job market
  • Avoiding CRM failure
  • More