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  • 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.

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Submit a question to our experts

Expert Answers

  • Call center employee incentive programs

    Expert Lori Bocklund advises a reader on how to set up a call center employee incentive program and which metrics to use as a base.

  • Comparing Microsoft CRM and GoldMine CRM software

    Expert Richard Smith offers a comparison of Goldmine's CRM software vs. Microsoft Dynamics CRM.

  • Microsoft CRM implementation on a Small Business Server (SBS)

    Expert Richard Smith advises a reader who's considering a Microsoft Dynamics CRM implementation on an existing Microsoft Small Business Server (SBS).

  • Call center scheduling: How to manage Auxiliary or unavailable time

    Expert Lori Bocklund advises a reader on managing a call center agent's Auxiliary or unavailable time.

  • How to monitor quality for call center emails

    Lori Bocklund offers advice on how call centers should use quality monitoring with emails and which metrics to include.

  • Creating a balanced call center monitoring scorecard

    Find out how to create a scorecard for call center agent monitoring in this expert response from Lori Bocklund.

  • Empathy and customer service: Call center agent training or scripting?

    Expert Donna Fluss offers advice on empathy in the call center and whether agent scripting or call center agent training is the best way to encourage empathy with customers.

  • Call center certification programs for managers and agents

    Expert Donna Fluss offers advice on which call center certification program is best for managers and agents.

  • Using customer experience management consultants effectively

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

  • Using the customer database to provide good customer experiences

    Expert Lior Arussy offers advice on how to use a company's customer database to provide positive customer experiences.

  • B2B and B2C CRM: An overview of the differences

    Don Peppers gives an expert overview of the differences between business-to-business (B2B) and business-to-consumer (B2C) CRM in this reader response.

  • Identifying VIP or high-value customers in the call center

    Expert Don Peppers explains how call centers can be identifying VIP or high-value customers who call.

  • Marketing promotions and the call center: Achieving cooperation

    Expert Don Peppers gives advice on the call center and marketing departments working together on marketing promotions.

  • CRM data migration from ACT! to new CRM software

    Expert Denis Pombriant advises a reader on a CRM data migration from Sage Software's ACT CRM to Schwab's Relationship Manager software.

  • When to send a customer follow-up after a service or sale

    Expert Don Peppers offers advice on how long to wait before sending a customer a follow-up reminder after a service or sale, and what type of contact or reward is best for a customer.

  • Conducting a CRM system and process audit

    Expert Paul Greenberg offers advice on conducting an audit of CRM systems and processes.

  • Why hire a consultant for a CRM upgrade?

    Expert Paul Greenberg advises a reader on when and why to hire a consultant for a CRM upgrade.

  • How to prepare CRM software users for the upgrade process

    Expert Paul Greenberg offers advice on preparing CRM software users for the upgrade process.

  • How to choose a consultant for a CRM software upgrade

    Paul Greenberg advises a reader on the criteria to use when choosing a consultant for a CRM upgrade project.

  • How to get rid of problem customers: Was Sprint justified?

    Expert Michael Lowenstein offers his opinion on whether telecommunications company Sprint was justified in firing some of its disruptive or problem customers.

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