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REMOTE CALL CENTER AGENTS
It's important to understand the business drivers behind remote, or at-home agents in the call center. Donna Fluss, call center expert, explains the benefits behind using remote agents to handle call center traffic.
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OUTSOURCING THE CALL CENTER
Today more than ever, organizations are looking at outsourcing as a viable alternative to an on-site call center. In this business case, Richard Snow, VP and research director at Ventana Research, outlines some compelling reasons why outsourcing might be the right choice for your call center.
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SAAS CRM
In this business case for Software as a Service (SaaS) CRM, contributor Dan Merriman outlines the questions an organization should ask when considering SaaS, or hosted CRM.
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SELF SERVICE
There may be straightforward benefits to self service, but it is imperative to understand the true "gotchas" that can make self service technology work for your organization.
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SOFTWARE UPGRADES
Learn how CRM software upgrades are best implemented in this comprehensive look at building a business case for a CRM upgrade.
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CUSTOMER SURVEYS
Satisfied customers stay with a company longer, spend more money, give better referrals, and cost less in ongoing support. In this business case you'll learn how effective customer surveys can improve customer satisfaction and provide significant cost savings for the organization.
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