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
Creating a balanced incentive program for agents
Calculating cost per seat for the call center
Industry standards for average speed of answer (ASA) and abandon rate
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)
Determining first call resolution metrics for an inbound call center
Change management and first call resolution
Creating incentive programs for nontraditional call center agents
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
Datawarehousing hardware requirements
Smaller call centers
Metrics for the smaller call center
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
Data export and call center software for truck dealership
Designing star schema for BI
Industry standard for developing CRM?
Using CRM solution from current ERP provider vs. third party CRM product
Developing a customer loyalty program
CRM basics
Is CRM necessary when there are few customers?
Developing loyalty program for golf club
How early is too early for outbound calls?
Moving from manual to automated processes
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