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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.

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Submit a question to our experts

Expert Answers

  • How can we deliver a consistent customer experience across the company?

    Get tips for delivering a consistent customer experience across an entire organization and becoming a customer-focused company in this expert tip.

  • Designing customer experience survey questions for a car dealership

    Learn which key issues your customer experience survey questions should cover at a car dealership and find out if customer survey incentives are a good idea.

  • How to conduct successful IVR surveys

    Find tips for getting customers to take IVR surveys and learn the pros and cons of written surveys, outbound call surveys and SMS surveys in this Q&A.

  • What formulas should we use to measure customer loyalty?

    Learn a few ways to measure customer loyalty and find out about customer spend or "share of wallet," which expert Michael Lowenstein believes to be the most consistent and reliable way to track cus...

  • Five things to include in a customer loyalty survey

    Discover the top five things a customer loyalty survey should include and learn, in general, how long customer surveys should be in this expert tip.

  • Overview of open source call center software

    Get an overview of open source call center software and learn about open source software vendors and open source telephony systems on the market.

  • How can we reduce customer defection rates when changing our products?

    Learn what companies can do to reduce the risk of customer defection and keep customer defection rates low when making major changes to a product.

  • Four ways to build customer confidence in a new consultancy

    Learn four tips for building customer confidence in a new consultancy and get an expert's opinion on prospecting for new customers in this expert tip.

  • Comparing Oracle pricing and licensing fees to prices from Salesforce.com and Microsoft

    Discover how to compare Oracle pricing and licensing fees to prices from Salesforce.com and Microsoft. Learn about cost advantages of SaaS CRM for small businesses.

  • Are customer testimonials effective for building customer trust?

    Learn which type of customer testimonial is the most effective for building customer trust and get other strategies for building the trust of customers.

  • Are Oracle Fusion applications based on Siebel CRM?

    Find out if Oracle Fusion applications are based on Siebel CRM. Get help deciding between Oracle Siebel CRM and PeopleSoft CRM in this expert tip.

  • Creating work-at-home agent agreements for call center employees

    Learn what to include in work-at-home agent agreements and get a list of categories the agent agreement should address in this expert tip from Donna Fluss.

  • Integrating SAP CRM 3.0 and SAP ECC 6.0

    Find out if it's possible to run SAP CRM 3.0 and SAP ECC 6.0 simultaneously in this expert tip. Learn about SAP R/3 plug-ins available in SAP ECC 6.0.

  • The pros and cons of developing CRM in-house

    Discover the pros and cons of developing CRM in-house in this expert tip. Learn which type of company would benefit from a CRM system developed in-house.

  • Are there limitations to SAP CRM On Demand?

    Learn about the integration limitations of SAP CRM On Demand and get more information on SAP CRM in this tip from SAP CRM expert Srini Katta.

  • Is Microsoft Dynamics CRM 4.0 and Lotus Notes integration possible?

    Find out about integration between Dynamics CRM 4.0 and Lotus Notes. Lotus Notes users can find tips for monitoring emails through Dynamics CRM 4.0.

  • Six Microsoft accelerators for Dynamics CRM 4.0

    In this Q&A, learn more about the current list of Microsoft accelerators available for Microsoft Dynamics CRM 4.0 and get tips for deploying them within CRM.

  • Tips and best practices for implementing open source CRM

    When implementing open source CRM, pay attention to budget and functionality, as well as other CRM implementation best practices, says expert Richard Boardman.

  • How do outbound and inbound call centers build profitable customers?

    In this tip, expert Martha Rogers explains how inbound call center agents and outbound call center agents play different roles in building customer profitability.

  • Four tips for downgrading customer status

    Learn four steps to take when downgrading customer status and altering the customer tier, including offers that might build customer loyalty again.

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