CRM / Call Center Topics:
CRM learning center
The learning tools section provides guides, quizzes and other resources for CRM leaders and practitioners, including self-assessment tools and guides to learning about CRM best practices, CRM technology and sales and marketing tools and best practices. Browse the learning guides and quizzes to discover the latest news, expert advice, reference materials and white papers.
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Call center workforce optimization (WFO): Pros and cons
Tip - Workforce optimization software is being deployed in more and more call centers as organizations look to optimize their call center and other business processes in a single, unified system. Learn the pros and cons of workforce optimization and get tips...
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Download chapters from business intelligence books
Tip - Choose from a variety of BI-specific titles.
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CRM at the Speed of Light (3rd edition)
Tip - Read Chapter 17 from one of CRM's most popular books, "CRM at the Speed of Light: Essential Customer Strategies for the 21st Century (3rd edition)" by Paul Greenberg.
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Download chapters from sales and marketing books
Tip - Who Stole My Customer? offers unique and powerful insights into the world of acquiring and retaining customers.
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Download chapters from call center books
Tip - This is a series of case studies that chronicles collected performance metrics before and after implementation of specific technology solutions for call centers.
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Major issues in data mining
Tip - Every project should be undertaken with all the necessary preparations. Data mining is no different.
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Book review: Customer Winback - How to Recapture Lost Customers and Keep Them Loyal
Tip - Customer Winback - How to Recapture Lost Customers and Keep Them Loyal