Ask the Experts

Ask the Experts

• Call center turnover in the health industry

  Lori Bocklund answers a question about turnover in healthcare call centers.  Continue Reading

• Call center agent log in times: Is there an industry standard?

  Expert Lori Bocklund answers a question about industry standards for call center agent log in times.  Continue Reading

• Microsoft CRM and Siebel CRM On Demand evaluated

  Expert William Band gives a brief overview of Microsoft CRM and Siebel CRM On Demand.  Continue Reading

• What makes Siebel CRM stand out against other CRM suites?

  Expert William Band talks about Siebel CRM's stand-out features as well as it's drawbacks.  Continue Reading

• How many call centers under utilize technology?

  Lori Bocklund discusses under-utilized technology in the call center and gives tips on how best to fully utilize technology.  Continue Reading

• SAP CRM vs. MySAP CRM

  Is there any difference between mySAP CRM and SAP CRM? Expert Srini Katta answers this reader's SAP CRM question.  Continue Reading

• Transferring data from ECC 6.0 to SAP CRM 5.0

  Expert Srini Katta explains to a reader how to transfer employee data to SAP CRM 5.0.  Continue Reading

• Using SAP XI to integrate SAP CRM with Oracle

  Expert Srini Katta offers advice on Oracle integration with SAP CRM using SAP XI.  Continue Reading

• Understand potential customer value before firing problem customers

  If you're making the decision to cut off unprofitable customers, make sure you first understand the customer's potential value as well as their current value. And make sure the organization has enough information to determine if the customer's ...  Continue Reading

• Significant differences between customer experience management (CEM) and CRM

  CRM is how a customer looks to a company, while CEM is really how the company looks to the customer, according to Martha Rogers. Learn more in this tip.  Continue Reading

• Creative marketing ideas for difficult-to-market products

  Learn how creative marketing ideas like working with partners can help attract attention for products that are difficult to market in this tip from Martha Rogers.  Continue Reading

• Outbound calling and the customer experience

  Expert Lior Arussy advises a reader on creating a positive customer experience during an outbound call with a customer.  Continue Reading

• Choosing call center technology for a better customer experience

  Expert Lior Arussy offers advice on choosing call center technology to create a better customer experience.  Continue Reading

• Can we increase customer profitability by starting a call center?

  Martha Rogers explores how the call center contributes to customer profitability in this expert tip.  Continue Reading

• Quality calibration in the call center for multiple languages

  Expert Donna Fluss advises a reader on call center quality calibration across multiple languages.  Continue Reading