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Is a hosted contact center a viable option for companies of all sizes?
Are Salesforce.com's outages a big concern?
Hybrid CRM deployments -- advantages and disadvantages
CRM on demand cheat sheet: A CRM vendor short list
Help! We need CRM training following an implementation
SAP CRM or SAS for a manufacturing company?
Will PRM get its time in the limelight?
Evaluating CRM for higher education
Do you believe in Peppers & Rogers' Return on Customer concept?
Do ROI calculators have proven value for direct marketing campaigns?
How can I achieve a better ROI for CRM in a faster time frame?
Quantifying soft ROI vs. hard ROI for CRM
Call center requirements for voice/data cable, heating/cooling, power backup
Is there a call center metric for average hold time?
How to prepare a service-level agreement (SLA)
Call center cost per seat -- new vs. existing call centers
Measuring customer churn rate to calculate customer lifetime value
Building a business case for customer loyalty in the pharmaceutical industry
Absenteeism statistics for the call center
When to outsource call centers
Why is the utility industry standard for first call resolution less than three days?
Call center agent grouping best practices
Six questions to help build customer loyalty
The benefits of best-of-breed CRM
What to look for in a call center outsourcing partner
How do separate billing models affect cost per call?
How do I lower the average handle time?
Quality metrics for the call center
Reporting capabilities: Microsoft SQL Server 2005 vs. Cognos ReportNet
New to BI, need to develop a data warehouse
Is average handle time (AHT) a good performance metric?
The role of middleware in the contact center
Tools that measure customer save/retention rate
Contact center technology: Building a business case
Thoughts on open source CRM
Mining customer data through airline mileage programs
Taking inventory of customers before setting up a loyalty program
Resources to make an in-house cost-per-call service model
How to increase recognition to loyalty scheme members
Automatic eLearning delivery during low call volume
Avoiding churn: Marketing's Holy Grail
'Hosted' vs. 'on-demand' CRM
Off-the-shelf customer loyalty solutions
Comparing reporting tools
Career change: From data analyst to data architect
The art and science of radio loyalty programs
Searching for a list of CRM solutions for small companies
Call center dilemma: How to reduce hold times without adding staff
Creating a bonus structure for a call center manager
First call resolution (FCR) -- what does it really mean?
Comparative information on predictive dialers
New trends in customer loyalty programs
Fundamentals of an inbound call center budget
Evaluating CRM packages for higher education
Comments on PeopleSoft's decision to accept Oracle's offer
Addressing technology reporting and performance problems in non-profit organization
Are there any standard written tests for hiring a call center supervisor?
How should average hold time be figured into average handle time?
Tips for managing remote agents
Comparing contact center product features
The difference between AHT and calls per hour
Using promotional continuity
Info on loyalty program member attraction compared to total customer base
Offering the right customer appreciation tokens
Developing a productivity index for an inbound contact center
Predicting call volume for the call center
Essential technical skills of a Data Warehouse Architect
BPM and business intelligence
The roles of data warehousing, data mining and OLAP in knowledge discovery
Creating a balanced incentive program for agents
Industry standards for average speed of answer (ASA) and abandon rate
Calculating cost per seat for the call center
Compensation methods for encouraging SFA adoption
Getting started with a sales methodology
Best resources for information on sales performance metrics
The pros and cons of hosted vs. on-premise SFA solutions
Secrets to SFA adoption
Getting started with CRM in a small business
Recommended data collection tools for call centers
Telecom industry churn rates
A new acronym for the call center: Total Cost of Outsourcing (TCO)
Change management and first call resolution
Creating incentive programs for nontraditional call center agents
Determining first call resolution metrics for an inbound call center
Loyalty programs with true value propositions
Measuring cost per call
Establishing BI steering committees
Customer address verification during incoming calls
Looking for low-cost outsourcers that also do financial transactions
Who champions CRM: Marketing or IT?
How to determine if hosted CRM is the answer
Implementing Microsoft CRM
TCO of Siebel's CRM OnDemand product (Part 1)
TCO of Siebel's CRM OnDemand product (Part 2)
Using a delay message to advise callers when to call
TCO and hosted CRM
CRM and the world of sports
A loyalty program with an interactive feature
Definitions: NPV, IRR, ROI and payback
Datawarehousing hardware requirements