Customer experience management:

• Choosing call center technology for a better customer experience

  Answer - Expert Lior Arussy offers advice on choosing call center technology to create a better customer experience. 24 September 2007

• Outbound calling and the customer experience

  Answer - Expert Lior Arussy advises a reader on creating a positive customer experience during an outbound call with a customer. 24 September 2007

• Using customer experience management consultants effectively

  Answer - Expert Lior Arussy offers tips on how a customer experience management (CEM) consultant can be used effectively. 23 August 2007

• Using the customer database to provide good customer experiences

  Answer - Expert Lior Arussy offers advice on how to use a company's customer database to provide positive customer experiences. 23 August 2007

• Customer satisfaction and retention -- what's the correlation?

  Answer - Expert Lior Arussy explains why customer satisfaction is not necessarily the best indicator of customer retention; companies should look at purchases and other actions rather than complaints handled. 18 July 2007

• Five ways to improve customer satisfaction in a call center

  Answer - Expert Lior Arussy offers five tips on improving customer satisfaction through the call center. 18 July 2007

• Offering customer refunds as part of a customer service strategy

  Answer - Expert Lior Arussy advises a reader on call center agents offering credits or refunds as part of a customer service strategy. 18 July 2007

• Can call center up-selling negatively affect the customer experience?

  Answer - How much is too much up-selling in the call center? Read Lior Arussy's advice here. 20 June 2007

• Is first call resolution key to a good customer experience?

  Answer - What are the most important benefits of first call resolution, and how it can drive a valuable customer experience? Read Lior Arussy's advice here. 20 June 2007

• Customer retention involves using the closest touch points -- sometimes, delivery drivers

  Answer - One SearchCRM.com reader asked how to improve customer retention in fleet management. Read Lior's advice in this expert tip. 27 April 2007