Ask the Experts

Ask the Experts

• Call center scheduling: How to manage Auxiliary or unavailable time

  Expert Lori Bocklund advises a reader on managing a call center agent's Auxiliary or unavailable time.  Continue Reading

• How to monitor quality for call center emails

  Lori Bocklund offers advice on how call centers should use quality monitoring with emails and which metrics to include.  Continue Reading

• Creating a balanced call center monitoring scorecard

  Find out how to create a scorecard for call center agent monitoring in this expert response from Lori Bocklund.  Continue Reading

• Empathy and customer service: Call center agent training or scripting?

  Expert Donna Fluss offers advice on empathy in the call center and whether agent scripting or call center agent training is the best way to encourage empathy with customers.  Continue Reading

• Call center certification programs for managers and agents

  Expert Donna Fluss offers advice on which call center certification program is best for managers and agents.  Continue Reading

• Using customer experience management consultants effectively

  Expert Lior Arussy offers tips on how a customer experience management (CEM) consultant can be used effectively.  Continue Reading

• Using the customer database to provide good customer experiences

  Expert Lior Arussy offers advice on how to use a company's customer database to provide positive customer experiences.  Continue Reading

• Identifying VIP or high-value customers in the call center

  Expert Don Peppers explains how call centers can be identifying VIP or high-value customers who call.  Continue Reading

• B2B and B2C CRM: An overview of the differences

  Don Peppers gives an expert overview of the differences between business-to-business (B2B) and business-to-consumer (B2C) CRM in this reader response.  Continue Reading

• Marketing promotions and the call center: Achieving cooperation

  Expert Don Peppers gives advice on the call center and marketing departments working together on marketing promotions.  Continue Reading

• CRM data migration from ACT! to new CRM software

  Expert Denis Pombriant advises a reader on a CRM data migration from Sage Software's ACT CRM to Schwab's Relationship Manager software.  Continue Reading

• When to send a customer follow-up after a service or sale

  Expert Don Peppers offers advice on how long to wait before sending a customer a follow-up reminder after a service or sale, and what type of contact or reward is best for a customer.  Continue Reading

• How to prepare CRM software users for the upgrade process

  Expert Paul Greenberg offers advice on preparing CRM software users for the upgrade process.  Continue Reading

• How to choose a consultant for a CRM software upgrade

  Paul Greenberg advises a reader on the criteria to use when choosing a consultant for a CRM upgrade project.  Continue Reading

• Why hire a consultant for a CRM upgrade?

  Expert Paul Greenberg advises a reader on when and why to hire a consultant for a CRM upgrade.  Continue Reading