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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

  • 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...

  • Agent performance management for the help desk

    Call center expert Lori Bocklund answers a reader question about the best ways to score help desk agents and which metrics to use for a fair assessment. She suggests service levels, quality and cus...

  • How do you define flow out calls?

    Call center expert Lori Bocklund answers a reader who's using Avaya reports and is wondering about flow out calls, and whether they are the sum of abandoned and blocked calls.

  • Industry standards for call center staff shrinkage

    Call center expert Lori Bocklund answers a question from a workforce optimization (WFO) executive who asks whether there are industry standards for shrinkage, and how they can be used in the call c...

  • Call center performance metrics to use when starting a new center

    Lori Bocklund discusses which call center performance metrics are most appropriate for a brand-new call center. Metrics like abandon rate and first call resolution are very important, she says.

  • Oracle acquisition predictions, Siebel support for 2007

    Oracle may make further acquisitions in the CRM space, says William Band in this expert tip.

  • Is Oracle support or third-party support the better choice?

    One SearchCRM.com reader asks, "Do you think it is necessary to purchase premier support for Oracle products?" Read William Band's response here.

  • Call monitoring of sales calls to meet industry needs and regulations

    Monitoring of sales calls often varies by industry, as Liz Roche points out in this expert tip. Learn how call monitoring can meet industry needs and regulations.

  • Sales methodology tips and techniques

    Get started with a sales methodology in this expert tip from Liz Roche, salesforce automation expert.

  • Secrets to salesforce automation software adoption

    Lack of salesforce automation software adoption is the number one reason that SFA implementations don't meet expectations, says Liz Roche in this expert tip. She offers some ideas on getting your s...

  • The difference between up selling and cross selling

    In this sales tip from expert Liz Roche, you'll learn the definition of up selling and cross selling, plus up selling and cross selling techniques.

  • Evaluating call center software vendors with real-time analytics tools

    There are many real-time analytics applications on the market from different types of vendors. Learn which analytics applications are the best with advice from Donna Fluss in this expert tip.

  • Can I integrate SAP CRM with Oracle E-Business Suite?

    If you're looking for advice on integrating SAP CRM and Oracle E-Business Suite, read this expert tip from Srini Katta.

  • Using BDocs for data synchronization in SAP CRM

    Read tips for synchronizing, replicating and realigning data in SAP CRM in this expert tip.

  • Do I need financial software on top of SAP CRM?

    Wondering if you need financial software with SAP CRM? Read this expert tip from Srini Katta.

  • Can we implement SaaS CRM in one month?

    Is it realistic to expect a one-month long implementation with SaaS CRM? Read advice from Steve Raye on implementing hosted CRM.

  • Data security concerns for SaaS CRM

    Is SaaS a viable option for a company with a lot of sensitive customer data? Yes, says hosted CRM expert Steve Raye. Read his reasons why.

  • Motivate call center agents: Eight tips for success

    Learn advice for motivating and rewarding call center agents in this expert tip from Donna Fluss.

  • What call center software are Fortune 500 companies using?

    Choosing call center software isn't easy, but Donna Fluss offers some tips to follow as you're evaluating CRM and call center vendors in this expert tip.

  • Targets for a service-level agreement in an inbound call center

    Lori Bocklund advises one reader on how to set targets for a service-level agreement while transitioning a call center from outbound to inbound in this expert tip.

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