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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

  • Two ways to calculate average handle time: At the agent level vs. queue/skill level

    Some tools calculate average handle time (AHT) on a call center agent level (VAG), while some tools report AHT on queue/skill level (VQ). Get expert advice about calculating AHT in this tip.

  • Determining ratio of back-office agents to support inbound call center agents

    Find out if there is a way to calculate the ratio of back-office agents to support inbound call center agents and get call center headcount tips in this expert Q/A.

  • Questions to ask when analyzing call center talk time

    The best way to lower talk time in the call center is to carefully analyze what factors are driving the talk time. Learn what questions to ask when looking at call center talk time and how to devel...

  • In calculating utilization rate, should we subtract time for break/lunch?

    In calculating utilization rate for the call center, should you subtract out the time that call center agents are on break/lunch? Get expert advice about how to calculate utilization rate in this tip.

  • Using weighted averages to calculate ASA and abandonment rate

    Your ACD should report ASA and abandonment rate for defined time periods, considering the volume handled. However, if management wants you to combine time periods, using a weighted average provides...

  • How to calculate workforce management ROI and benefits for the call center

    Trying to measure ROI for workforce management (WFM)? Read expert advice on the benefits of WFM, including more accurate forecasts and scheduling, resulting in better match of resources to workload.

  • Weighing benefits, risks of upgrading Oracle CRM in a down economy

    What are the risks of upgrading Oracle CRM in a down economy? Read risk assessment tips from Forrester Research and help determine how long it will take to get ROI from an Oracle CRM upgrade.

  • How to use Office Communicator for instant messaging in Microsoft CRM

    Acccording to our expert, the best way to provide instant messaging capabilities to your Microsoft Dynamics CRM 4.0 users is to leverage the presence integration between Microsoft Dynamics CRM and ...

  • Three options for creating Microsoft CRM surveys

    Microsoft Dynamics CRM 4.0 does not provide survey questionnaire functionality out of the box, but here are three options for creating Microsoft CRM surveys.

  • Three management tips for overseeing call center agents on night shift

    There are psychological and medical challenges for call center agents working the night shift. Hear management tips from Donna Fluss for managing night shift call center agents.

  • Tracking the online customer experience after a website redesign

    Learn customer experience metrics, including how to track and measure the impact a website redesign may have on the online customer experience, in this expert tip.

  • Performance measurement analyst role and responsibilities

    Learn about the role of the performance measurement analyst and their responsibilities, including establishing the right metrics to measure the customer experience, in this expert tip.

  • Managing customer conversations in the call center

    Get tips for managing customer conversations in the call center and find out how call center agents can deal with chatty or emotional customers.

  • Using click-to-call vs. click-to-chat software

    Learn the pros and cons of using click- to-call vs. click-to-chat software and find out which is best for reducing costs and improving the customer experience.

  • Tips for deploying online self-service technology

    Learn some tips for implementing online self-service technology effectively and making the most of customer self-service data in this expert tip.

  • Improving website usability and the online customer experience

    Discover the best way to improve website usability and the online customer experience in this tip. Learn about the importance of the multichannel customer.

  • What are the SAP enhancement packages for SAP CRM?

    Get the basics about the SAP enhancement packages available for SAP CRM customers. Learn about SAP's EHP strategy and how it impacts SAP CRM 7.0 customers.

  • Can you explain Salesforce.com integration capabilities?

    According to some experts, Salesforce.com integration capabilities are top notch. Find out how Salesforce.com integrates with other business applications.

  • Explaining SAP CRM and ERP integration techniques

    Get a SAP ERP integration tip in this expert Q&A. Find out if SAP CRM and ERP integration is possible when there are two SAP CRM implementations involved and learn what to watch out for when planni...

  • Pros and cons of using a pay-per-call service in the call center

    Learn the pros and cons of using a pay-per-call service in the call center. Discover other call center pricing schemes, such as pay-per-minute.

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