• Login
  • Become a member
  • RSS
  • Part of the TechTarget network
SearchCRM.com
  • News
    • Latest Headlines
      • ACCE conference honors the best workers in the call center industry
      • Windows 8 operating system a marked change in touchscreen environments
      • SugarCon speaker reveals 10 reasons why social CRM projects fail
      • View All News
    • Featured
      • Customer Experience Exchange

        Access Essential resources designed to help you develop and implement a winning customer experience management (CEM) strategy.

        Download Now!
  • Premium
    Editorial
    • E-Books
      • Defective mobile applications sully the customer experience
      • Social media outreach starts with strategy
      • Improving the customer experience through technology
      • View All E-Books
    • E-Zines
      • Business Information
      • Customer Experience Exchange
      • View All E-Zines
    • E-Handbooks
      • The new contact center metrics: Putting them to work
      • 3-2-1 Contact: The call center in a multichannel world
      • View All E-Handbooks
    • Research
      • Wayne Eckerson explores the market for in-memory visualization tools
  • CRM
    Topics
    • Topics
      • Call center

        Call center VoIP software, Call center agent, Call center manager, On-demand call center, Outsourcing, Software, Speech technology, Self service

        CRM management

        ROI, Implementation, Industry news, Strategies, Upgrading CRM

        Sales

        Mobile sales, Sales force automation, Strategy and effectiveness

      • Marketing

        Customer loyalty, Email marketing, Internet marketing, Marketing automation technology, Campaign management, Management strategies

        SaaS

        Evaluating SaaS, SaaS implementation, SaaS vendors, SaaS market trends, SaaS and cloud costs

        Customer data

        Analytics, Data integration, Customer privacy, Data governance, Data quality management

      • CRM software

        Evaluating CRM, Open source CRM, Small business CRM, Vertical CRM software, Salesforce, Microsoft CRM, SAP CRM, Oracle CRM

        Learning Guides
        Customer experience management

        Commerce and e-commerce strategy, CEM across channels, Customer experience management strategy, Web content management, Knowledge management, Social CRM, Mobile CRM

    • Hot Topics
      • Customer Experience Exchange e-zine
      • Social CRM
      • Analytics
      • SaaS market trends
      • Customer loyalty
  • Tutorials
    • Advice & Tutorials
      • Social CRM: Special Report
      • Customer Loyalty and Satisfaction Learning Guide
      • Marketing strategy guide
      • Sales Force Automation Learning Guide
      • Customer Self-Service Learning Guide
      • Call Center Metrics
    • Technology Dictionary
      • Find definitions and links to technical resources
      • Powered by WhatIs.com
  • Expert
    Advice
    • Tips
      • Integrate customer data for a solid social media business strategy
      • Avoid chicken shortage and other hitches with social media integration
      • Tying loose ends to improve the customer lifecycle
      • View All Tips
    • Answers
      • Tips for benchmarking call center metrics
      • Social influence tool Klout draws flak, but it has clout online
      • Contact center social will (slowly) become norm
      • View All Answers
    • Ask a Question
      • Get help from our technical community
      • Pose a question to the SearchCRM.com Experts
      • Powered By ITKnowledgeExchange.com
  • White
    Papers
    • Research Library
      • White Papers
      • Business Webcasts
      • Downloads
      • Powered by Bitpipe.com
    • Product Demos
      • Try out software demos
      • Powered By 2020Software.com
    • Partners
      • SearchCRM Partners
  • Blogs
    • Blogs
      • Voices of CRM
      • Powered By ITKnowledgeExchange.com
  • Home
  • Ask the Experts
  • Tips for benchmarking call center metrics

    Get our top tips for benchmarking call center metrics in this expert answer.

  • Klout draws flak, but it has clout online

    What are the best tools for determining online influence? Expert Zach Hofer-Shall weighs in on how to track your online clout and why it matters.

  • Contact center social will (slowly) become norm

    In this expert response, find some ways contact centers are using social media channels to manage customer contact volume.

  • Meet All Experts

Submit a question to our experts

Expert Answers

  • CRM data management harder, but still doable

    According to Salesforce.com, about 70% of CRM data “goes bad,” or becomes obsolete, annually. Find out the truth behind this statistic, and strategies companies can use to keep data up to date.

  • Open source CRM: The pros and cons

    Many organizations, both large and small, are intrigued by open source CRM software, which can be an economical and feature-rich option.

  • Can you trust the cloud? Bill Band weighs in

    Many organizations are concerned about CRM cloud security. How much can you trust the cloud and what are the benefits?

  • The benefits of real-time speech analytics

    Real-time speech analytics is in its early stages. What are the benefits and drawbacks of integrating this new technology in your contact center?

  • Using real-time speech analytics to monitor agents

    Expert Lori Bocklund weighs in on using real-time speech analytics to monitor your agents.

  • Four steps to create a consistent social media voice

    Companies can create a single social voice to engage customers by establishing cross-functional engagement roles and training employees with “actionable playbooks.”

  • Give agents varied challenges during idle time

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

  • 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.

  • 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?

  • Buyers consider free tools for social listening

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

  • 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.

  • 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-busi...

  • Set strategy to target social media influencers

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

  • How to account for temporary call center shrinkage

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

  • 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.

  • 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.

  • 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.

  • 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.

  • 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.

  • 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.

  • 1
  • 2
  • 3
  • 4
  • 5
  • 6
  • 7
  • 8
  • 9
  • 10
  • 11
  • 12
  • 13
  • 14
  • 15
  • 16
  • 17
  • 18
  • 19
  • 20
More from Related TechTarget Sites
  • Business Analytics
  • Data Management
  • SAP
  • Oracle
  • Data Management UK
  • Content Management
  • Business Analytics
    • Match in-memory processing speed to big data analytics business need

      Michael Minelli, co-author of a book on big data analytics, says in-memory analytics tools must be tied to business processes to pay off for users.

    • MIT panelists: Big data calls for data-driven decision making skills

      C-level execs need to develop better decision making skills to capitalize on big data technology, said speakers at the 2013 MIT Sloan CIO Symposium.

    • In-memory analytics tools pack potential big data punch

      The faster analytics performance spurred by in-memory technology can help companies capitalize on big data, but there are barriers to be aware of.

  • Data Management
    • New BI stack tackles data load at Boston Children's Hospital

      Boston Children's Hospital upgraded its business intelligence architecture to boost enterprise reporting, a move that also required retraining users.

    • Expanded Hadoop use cases will drive need for new enterprise features

      With user interest rising, Hadoop vendors are trying to pave a path to higher adoption with add-ons that target issues holding the technology back.

    • Jim Goodnight on SAS in-memory analytics and the data scientist

      A podcast Q&A with SAS execs Jim Goodnight and Jim Davis looks at big data enablers, including in-memory analytics, and the role of data scientists.

  • SAP
    • SAP social collaboration strategy grinds forward with SAP JAM

      SAP Jam is an improvement over SAP StreamWork in terms of integration with business processes, but questions still remain over its viability, William Newman writes.

    • Analyst Jon Reed on SAP SapphireNow 2013, SAP Fiori

      Analyst Jon Reed gives his take on SAP Fiori, a collection of apps intended to cover a wide range of business processes as simply and efficiently as possible.

    • Ariba Network announces QuickBooks integration

      At its annual conference, Ariba announced a new tool by partner Dell Boomi that lets small businesses integrate their QuickBooks accounting with the Ariba Network.

  • Oracle
    • Script writing rules for Oracle Hyperion Financial Management

      Accountants hate having to play with scripts. In this tip, TopDown Consulting explains how to build script rules so that accountants don't have to.

    • Domain-specific Oracle master data management

      Oracle master data management products are starting to merge various data management hubs, which is a help in particular vertical industries.

    • Privileged user management a must for DBAs

      Trust, but verify. Ronald Reagan made it popular, and it's certainly relevant for DBAs in today's consolidated, virtualized IT world.

  • DataManagement UK
    • Big data roundtable webcast: gaining value from big data

      Roundtable discussion on business value of big data, chaired by Brian McKenna, Editor, SearchDataManagementUK, and featuring Mike Ferguson, Roxane Edjlali (Gartner), Joshua LeCure (GlaxoSmithKline).

    • 2012 training courses: BI, data management, data warehousing

      Find out where to hone your business intelligence, data management and data warehouse skills with this list of training courses for 2012.

    • Poor data quality: what is dirty data costing UK organisations?

      Poor data quality can have serious financial consequences for businesses. Read about the current state of data quality management at UK companies, including dirty data problems.

  • Content Management
    • IT leaders can learn from users' concerns about Tumblr-Yahoo deal

      Users of the Tumblr blogging site worry about what will happen to their content after Yahoo's acquisition, and IT execs can learn from the situation.

    • Get 'em ready: Tips for planning a SharePoint 2013 training program

      SharePoint is a complex application. But training business users for an upgrade to SharePoint 2013 doesn't have to be a daunting task for IT teams.

    • The organization of the future: Not just hybrid IT, but hybrid people

      The adoption of hybrid IT approaches creates a need for executives who can both formulate business objectives and assess IT requirements.

All Rights Reserved,Copyright 2000 - 2013, TechTarget
  • About Us
  • Contact Us
  • Site Index
  • Privacy policy
  • Advertisers
  • Business partners
  • Events
  • Media kit
  • TechTarget Corporate site
  • Reprints
  • Archive
  • Site map