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Tips for managing and improving a small call center
We've compiled this list of tips for small call centers looking to manage and improve call center performance. Get tips from the experts on everything from building a new call center to evaluating ...
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Four steps for an effective mobile CRM implementation
Implementing mobile CRM applications on mobile devices doesn't have to be challenging. Follow these four steps from a CRM implementation expert and discover how to overcome integration challenges.
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Call center workforce optimization (WFO): Pros and cons
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 t...
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Integrating CRM with business intelligence tools
Integration between CRM and business intelligence (BI) tools can be a challenge. Learn about a proven methodology for BI-CRM integration that can speed up the integration process.
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Benefits of ERP-CRM integration
There are tremendous benefits of ERP-CRM integration, but many organizations struggle with integration because of workarounds and customizations. Learn five tips from the experts to help ease integ...
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Integrating SaaS CRM and ERP applications
Successful integration between Software as a Service (SaaS) CRM and ERP systems depends on a number of factors that differ according to complexity. Mashups will serve a 15- to 20-seat deployment well.
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CRM application integration using Web services
More and more organizations are turning to Web services to help ease application integration pains. In fact, when it comes to integrating new and legacy CRM applications, Web services can be a cost...
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ROI Insider Tip: VoIP helps company trim costs, respons
Byram Healthcare needed an efficient system to deal with thousands of customer support phone inquires. The company implemented a VoIP call center system that has helped it cut costs and more effect...
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VoIP helps company trim costs, response time
Byram Healthcare needed an efficient system to deal with thousands of customer support phone inquires. The company implemented a VoIP call center system that has helped it cut costs and more effect...
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Call Center Management Learning Guide
Call Center Management Learning Guide
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Sales Effectiveness Learning Guide
Sales Effectiveness Learning Guide
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Learn IT in 10 easy steps: VoIP
This handy guide to VoIP provides you with an overview of the technology, including key terms, trends, challenges and more.
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2005 IT Spending Consensus Report
A collective look at 2005 IT spending predictions from dozens of analysts.
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VoIP vs. LD rates
ROI expert Tom Pisello answers a question about VoIP vs. LD rates.
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Does market share matter?
There is debate about whether Siebel or SAP is CRM's market leader, but one analyst warns not to let it influence your technology-buying decision.
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Is your Web site working?
Leading Web analytics expert and author Jim Sterne reveals tips for measuring and improving Web site performance.
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Download chapters from BI books
Choose from a variety of BI-specific titles.
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CRM at the Speed of Light (3rd edition)
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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Sales and marketing chapter downloads
Who Stole My Customer? offers unique and powerful insights into the world of acquiring and retaining customers.
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Call center chapter downloads
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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Team building in action
For Backcountry.com, an outdoor gear retailer that also runs several one-deal-at-a-time (ODAT) channel sites tuned to sports enthusiasts, team building in the contact center is critical to the comp...
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A question of contact center metrics
One of the best tools for reorienting the contact center to be more CEM-driven is to change up the metrics commonly used for evaluating its performance.
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Using analytical tools to take action on customer data
When used effectively, customer data can provide decision-making support, increase profits and provide a competitive advantage. Find out how to use analytics tools to leverage customer information.
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Three steps to maximize CRM for small businesses
Find out why many smaller organizations don't make the most of their CRM investment, and learn about the challenges they face in utilizing CRM and how they can overcome those challenges. In this ar...