Ask The CRM Expert: Questions & Answers
Call center software and call center management
It is said that the call center is the heart of any enterprise, given that customers are the life-blood. As such, implementing call center software and managing call center resources is essential for the overall health of your organization. If you are having issues obtaining the maximum benefit from your call center, consider our expert advice from Donna Fluss to be just what the doctor ordered.
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Open source CRM software: The pros and cons
Ask the Expert - Many organizations, both large and small, are intrigued by open source CRM software, which can be an economical and feature-rich option. 05 January 2012 -
Give agents varied challenges during contact center downtimes
Answer - Contact center managers can give agents a change of pace with varied tasks to take on during idle time. 27 October 2011 -
Is your call center multichannel or cross-channel ?
Answer - Multichannel contact centers are evolving into cross-channel centers. Lori Bockland examines the differences between the two contact center concepts. 04 August 2011 -
Which call center billing model should I use?
Answer - What’s the best call center billing model measurement – charging for calls per month or per call? Expert Donna Fluss explains the methods behind both and how to best apply them in the contact center. 07 December 2009 -
How to define the soft ROI benefits in the contact center
Answer - It can be difficult to explain and interpret intangible data and soft ROI benefits for the contact center. Expert Donna Fluss explains how to present the data, and how using quality monitoring applications can help. 02 December 2009 -
How to implement an effective call center workforce management system
Answer - Expert Donna Fluss explains how to effectively establish a call center workforce management system – from creating a flexible scheduling plan for employees to reduce operating expenses, improve efficiency, enhance employee morale and increase agent retention. 16 October 2009 -
Three management tips for overseeing call center agents on night shift
Ask the Expert - There are psychological and medical challenges for call center agents working the night shift. Hear management tips from Donna Fluss for managing night shift call center agents. 14 July 2009 -
Managing customer conversations in the call center
Ask the Expert - Get tips for managing customer conversations in the call center and find out how call center agents can deal with chatty or emotional customers. 02 July 2009 -
Pros and cons of using a pay-per-call service in the call center
Ask the Expert - Learn the pros and cons of using a pay-per-call service in the call center. Discover other call center pricing schemes, such as pay-per-minute. 14 April 2009 -
Examining call center cell phone regulations
Ask the Expert - Find out why most call centers don't allow cell phones or other personal items inside. Learn about call center regulations set by the PCI and FCC. 13 April 2009