Ask the Experts

Ask the Experts

• How to evaluate call center quality analyst performance

  Expert Donna Fluss provides some guidelines for evaluating the performance of a call center's quality coach, and offers suggestions on training a quality coach.  Continue Reading

• Calculating the call center agent seat utilization ratio

  Lori Bocklund explains how to calculate the seat utilization ratio for a call center with a formula using call center agents and number of call center seats.  Continue Reading

• Reporting a combined service level from several call centers

  Lori Bocklund gives a formula to use to calculate a combined service level from several different call centers, as well as what to consider to get the most accurate call center numbers.  Continue Reading

• Call center utilization (occupancy) -- tips on using and calculating

  Expert Lori Bocklund gives tips on how to calculate call center utilization, or occupancy, and how to best use and interpret this metric.  Continue Reading

• Advantages of business process outsourcing with on-demand CRM

  Expert Denis Pombriant answers a reader question about how a company using business process outsourcing (BPO) can also use Software as a Service (SaaS) or on-demand CRM to its best advantage.  Continue Reading

• Help desk supervisor goals for providing service and support

  Expert Donna Fluss gives advice on the role of help desk supervisors, offers tips for best providing service and support and explains their relationship with call center management.  Continue Reading

• What NetSuite's IPO means for SaaS and on-demand CRM

  Expert Denis Pombriant offers his take on NetSuite's recent IPO announcement and what it means for the SaaS and on-demand CRM market.  Continue Reading

• Offering customer refunds as part of a customer service strategy

  Expert Lior Arussy advises a reader on call center agents offering credits or refunds as part of a customer service strategy.  Continue Reading

• Customer satisfaction and retention -- what's the correlation?

  Expert Lior Arussy explains why customer satisfaction is not necessarily the best indicator of customer retention; companies should look at purchases and other actions rather than complaints handled.  Continue Reading

• Five ways to improve customer satisfaction in a call center

  Expert Lior Arussy offers five tips on improving customer satisfaction through the call center.  Continue Reading

• Upgrading to SAP CRM 5.0: Tips for success

  SAP CRM expert Srini Katta advises a reader on the main points to consider for a smooth SAP CRM upgrade.  Continue Reading

• SAP CRM upgrades: How a consultant can help

  SAP CRM expert Srini Katta offers advice on the role of a consultant during an SAP CRM upgrade.  Continue Reading

• What to cover during a quality monitoring review in the call center

  Donna Fluss outlines what to evaluate during a quality monitoring (QM) review in the call center in this tip.  Continue Reading

• What call center technology is necessary for home-based agents?

  Read Donna Fluss's advice on how to set up home-based agents and what call center software is best for remote agents in this tip.  Continue Reading

• CRM application upgrade decision checklist based on business needs

  Learn how a decision checklist can help you decide if a CRM upgrade meets your business needs.  Continue Reading