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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.

  • Meet All Experts

Submit a question to our experts

Expert Answers

  • Will an SAP CRM implementation mean challenges for marketing campaigns?

    One reader asks, "What challenges we can expect for the marketing department during a CRM implementation?" Read Srini Katta's advice here.

  • Online customer service -- how to get started

    Looking to get started with self service technology? Read advice from Jim Berkowitz on how a small business should begin planning for self service improvements.

  • Will open source CRM software mean cost savings?

    Read Jim Berkowitz's advice for SMBs debating open source CRM software in this expert tip.

  • Customer loyalty behavior in B2B vs. B2C scenarios

    Expert Michael Lowenstein explains how customer loyalty behavior is similar in B2B and B2C scenarios in this expert tip.

  • Relationship marketing vs. transactional marketing for building customer loyalty

    Learn how relationship marketing can help you build long-term customer relationships and increase customer loyalty in this expert tip by Michael Lowenstein

  • SaaS CRM vs. CRM on premise for a diversified business

    One SearchCRM.com reader asks, "How do you suggest implementing CRM software in an organization that has diversified business interests?" Read Steve Raye's expert advice here.

  • Developing a quality assurance form for evaluating call center agents

    Call center expert Donna Fluss provides best practices for developing a quality assurance (QA) program in this expert tip.

  • How can I get call center agent buy-in for desk sharing or hot seating in the call center?

    If space is an issue in your call center, desk sharing or hot seating may be the answer. Learn how to make it work with this tip from call center management expert Donna Fluss.

  • Comparing call center technology: SaaS vs. on-premise applications

    If you're building and launching a call center from the ground up, SaaS offerings are great options, says Steve Raye in this expert tip. Read his advice for call center managers choosing speech ana...

  • Calculating ROI for VoIP in the call center

    Learn how to calculate ROI for VoIP in the call center in this expert tip from CRM ROI expert Tom Pisello.

  • Which CRM vendors have been proven to have a quick ROI?

    What's the quickest way to CRM ROI? SaaS is one answer, according to expert Tom Pisello.

  • Comparing ROI for multiple business initiatives

    Trying to compare multiple projects requiring different investments? Use this formula from CRM ROI expert Tom Pisello.

  • Sales forecasting opportunities and reports in Microsoft CRM

    What are the best (and easiest) sales reports to create in Microsoft Dynamics CRM? Read advice from Microsoft CRM expert Richard Smith to help create reports for sales effectiveness.

  • Will Microsoft Office users adopt Microsoft CRM at a faster rate?

    One SearchCRM.com reader asked Richard Smith, "Does a CRM implementation happen more quickly with Microsoft CRM if employees are already using other Microsoft Office products?" Read his answer here.

  • Adding workforce management tools to ROI calculation

    What's the best way to include workforce management tools in calculation for ROI? Read advice from ROI guru Tom Pisello here.

  • Calculating cost per call to evaluate outsourcers for outbound calls

    If you're looking at outsourcing, there are a number of ways to calculate and pay for resources, according to Lori Bocklund. She talks about some of the common call center models in this expert tip.

  • Tips for calculating first call resolution (FCR) in the call center

    What is the most common way of determining first call resolution (FCR)? How do you measure FCR? Learn the answers to these questions in this expert tip by Lori Bocklund.

  • How is call center agent utilization calculated?

    Learn how to calculate call center agent utilization and the best ways to use this metric in this call center tip from Lori Bocklund.

  • Lowering call abandon rate in the call center

    Is it possible to have zero abandoned calls in a call center? Read Lori Bocklund's advice on lowering abandon rate in this call center expert tip.

  • Sports marketing with CRM software

    Learn how to use CRM software for marketing campaigns and event ticket management in this expert tip featuring advice from Dr. Jeff Tanner who teaches sports CRM in Baylor University's Sports, Spon...

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