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Customer service complaints -- comparing by industry
Customer service complaint numbers vary by industry, says call center expert Lori Bocklund, so customer service managers should network with other businesses to compare their complaint levels accor...
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Reducing short calls and unproductive calls
Reducing short calls and unproductive calls in the call center may require self-service or quality scoring, says call center expert Lori Bocklund, but defining "short" and "unproductive" is key.
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Calculate average speed of answer (ASA) with workforce management
Call center expert Lori Bocklund offers tips on using workforce management tools to calculate average speed of answer (ASA) and other call center metrics.
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Call center error rate: Is there an industry standard?
How can call centers measure their error rates, and how should they set metrics accordingly? Call center expert Lori Bocklund answers this reader's question.
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Agent utilization (occupancy) in a small call center
Agent utilization or occupancy is higher in a smaller call center, says expert Lori Bocklund. Find out why in this call center response.
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How to determine which help desk metrics to use
A technical help desk can use common metrics like abandoned calls and average speed of answer (ASA) to measure its service levels, advises Lori Bocklund in this call center expert response.
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Calculating call center agent churn
This expert response offers advice on calculating agent churn or turnover in the call center.
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Analyzing consolidated vs. decentralized customer service
Will the centralization of call centers really cut costs? Read Donna Fluss's advice here.
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Is first call resolution key to a good customer experience?
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.
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Introducing the importance of a good customer experience during call center training
Learn what to add to a call center training program in order to deliver a good customer experience in this tip.
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Can call center up-selling negatively affect the customer experience?
How much is too much up-selling in the call center? Read Lior Arussy's advice here.
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How will Oracle Fusion bring together Oracle CRM, Siebel CRM and PeopleSoft CRM?
Oracle's Fusion project can be confusing. Bill Band answers a question concerning what products and functionality will be maintained moving forward in this expert tip.
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Is Siebel SFA a good choice in today's market?
Is Siebel still the best option for sales force automation (SFA)? Read Bill Band's answer here.
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Working the call center night shift -- tips for agents
The trick to working the call center night shift is to get into a routine, says Donna Fluss in this expert tip.
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How should I be calculating IRR with SAP CRM?
If you are looking for an internal rate of return (IRR) calculator in SAP CRM, you won't find one. But there is a way to develop a way to calculate IRR yourself, according to expert Srini Katta.
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Is integration possible between Microsoft CRM and SAP CRM?
According to Srini Katta, there is no out-of-box integration provided by SAP for Microsoft CRM. Learn a workaround here.
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How can I run call center agent training on a shoestring budget?
Donna Fluss offers advice on running low-cost training programs for the call center in this expert tip.
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Exceed customer expectations to avoid cognitive dissonance and decreased loyalty
There are two things you should do to exceed a customer's expectations, say Peppers and Rogers in this expert tip.
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How should we be measuring customer equity on a balance sheet?
In this tip, Peppers and Rogers offer advice on measuring customer equity and how customer equity fits into the bottom line.
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Can I use multiple channels as effective marketing strategies to build trust?
While multichannel marketing can be effective, offering customers the choice is always preferable. Learn more about marketing stategies including effective text message marketing in this tip.
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Tips for benchmarking call center metrics
Get our top tips for benchmarking call center metrics in this expert answer.
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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.
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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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