Call center VoIP software, Call center agent, Call center manager, On-demand call center, Outsourcing, Software, Speech technology, Self service
ROI, Implementation, Industry news, Strategies, Social CRM, Upgrading CRM, Customer experience management
Mobile sales, Sales force automation, Strategy and effectiveness
Customer loyalty, Email marketing, Internet marketing, Marketing automation technology, Campaign management, Management strategies
Evaluating SaaS, SaaS implementation, SaaS vendors, SaaS market trends, SaaS and cloud costs
Analytics, Data integration, Customer privacy, Data governance, Data quality management
Evaluating CRM, Mobile CRM, Open source CRM, Small business CRM, Vertical CRM software, Salesforce, Microsoft CRM, SAP CRM, Oracle CRM
Definition
Average handle time (AHT) is a call center metric for the average duration of one transaction, typically measured from the customer's initiation of the call and including any hold time, talk time and related tasks that follow the transaction. AHT is a prime factor when deciding call center staffing levels.
Enterprises need to do a better job of integrating KM tools with CRM systems, according to IT industry experts and attendees of KMWorld 2010.
Our expert Lori Bocklund explains what’s important about call center occupancy and call center adherence, and how and why both metrics are vital to the operation of any call center.
Expert Lori Bocklund explains the best way call center management can calculate call volume and help with the need to increase call center staffing with Erlang C.
The Paradies Shops’ search for BI tools to access data quickly and break away from Excel spreadsheets started with data discovery vendors but didn’t end with them.
New research reveals businesses’ relative lack of “big data” maturity and the hurdles in both technology and analytics techniques they need to overcome.
Interest in mobile BI is growing, but democratizing data also presents hurdles for building a business case, according to new research from TDWI.
A local AAA auto club serving three western states is using cloud-based data integration tools to help drive an aggressive cloud computing strategy.
There’s no lack of choices to consider if you’re looking at a possible data virtualization deployment -- both in terms of the vendors offering tools and the potential uses for the technology.
Informatica and IBM are the top dogs in the data virtualization software market, thanks to a strong combination of “enterprise-class” features, according to Forrester Research Inc.
When Ace Hardware went looking for a way to integrate its financials and order processing systems, it decided going with Oracle was too risky.
Companies can better weather tough economic times by taking take full advantage of features within SAP order management, from Biller Direct to SAP Collections Management.
With the clock ticking on the end of SAP R/3 support and maintenance, the pace of customers upgrading to SAP ECC 6.0 is picking up, according to a survey of SearchSAP.com readers.
Oracle has spent $3.4 billion on Taleo and RightNow in the past few months, showing that it is serious about hosting applications in the cloud for its customers.
One reader asks how to set up a report in Oracle SQL so that Monday is the first day of the week.
Oracle Advanced Analytics is the company’s newest announcement around data analytics, a market that Oracle seeks to blanket with products.
SaaS BI and its benefits explained: it can improve scalability and reduce administration costs; it offers capabilities in data warehousing, ETL and analytics; it can be secured. What’s not to like?
IT leaders need to get information governance right if MDM is to help cut costs, stoke productivity and mitigate risk, according to Gartner on the eve of the MDM summit.
Gartner’s BI London summit will show a landscape beset by strategic misalignment, intra-organisational struggle and weak cloud adoption. Yet mobile BI is becoming a reality.
Web content management is not just about publishing Web pages any more, according to one industry expert. It has become a way to use content to power useful business applications for the enterprise.
Digital archiving and the longevity of electronic information is being overlooked by enterprise content management professionals at the enterprise’s peril. Digital doesn’t necessarily mean permanent.
After technical infrastructure issues continually crashed Lancaster Bible College’s website over the course of a year, the school switched to a cloud Web content management system.