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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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Expert Answers

Is average handle time (AHT) a good performance metric?

Forcing agents to watch their average handle time could lead to cutting calls short, thus reducing sale efforts and resulting in overall poor customer service.
The role of middleware in the contact center

The role of middleware in the contact center
Tools that measure customer save/retention rate

I'm in the process of evaluating solutions that measure Customer Care Representatives' save/customer retention rate. What companies would you suggest I investigate?
The best call center certification programs
Contact center technology: Building a business case

In this contact center tip, learn what to consider when building a business case for contact center technology.
Thoughts on open source CRM
Taking inventory of customers before setting up a loyalty program
Mining customer data through airline mileage programs
Resources to make an in-house cost-per-call service model
How to increase recognition to loyalty scheme members
Evaluating Siebel CRM On Demand versus Salesforce.com

Deciding between Siebel and Salesforce.com for CRM on demand? Read this expert tip first.
Avoiding churn: Marketing's Holy Grail
Certification for call center agents?
Automatic eLearning delivery during low call volume

Is there an effective way to deliver learning tools to call center agents automatically whenever there's a sufficient drop in call volume? Read Lori Bocklund's advice here.
'Hosted' vs. 'on-demand' CRM
Off-the-shelf customer loyalty solutions
Career change: From data analyst to data architect
Comparing reporting tools
The art and science of radio loyalty programs
Searching for a list of CRM solutions for small companies

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