Features

Features

• Meet the instructors for the Call Center Metrics School

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• Call center chatting: Top 10 buzzwords

  Today's customers are going to the Web instead of the phone when they need to place an order, pay a bill or get an answer to a question. Because of this, chat technology, which allows call center agents to communicate with customers online, has ...  Continue Reading

• Customer trust: The new business necessity

  This chapter from "Rules to Break and Laws to Follow" examines the three false assumptions about how businesses create value and gives tips for beating the crisis of short termsim.  Continue Reading

• Microsoft CRM demonstration screencast

  Bill Patterson, group product manager for Microsoft CRM, demonstrates Microsoft's new on-demand application, scheduled for release in the second quarter of 2008  Continue Reading

• Building a customer-centric culture

  This chapter from "Successful Direct Marketing Methods" focuses on building lasting customer relationships. Learn how to build a customer-centric culture within your organization and read case studies in relationship marketing.  Continue Reading

• Knowledge management in the call center: Top 10 buzzwords

  Knowledge management is a complex concept that has a wide variety of terms and definitions associated with it. We've compiled this list of knowledge management buzzwords specifically for the call center.  Continue Reading

• Call center scheduling and call center staffing: Top 10 buzzwords

  When it comes to the call center, there is no shortage of buzzwords to learn. We've gathered the top call center scheduling and call center staffing terms and definitions to get you up to speed.  Continue Reading

• Beyond customer satisfaction: Know your customers intimately

  This chapter from "Managing Knock Your Socks Off Service" examines why customer satisfaction isn't enough to ensure customer retention, and urges managers to engage customers emotionally.  Continue Reading

• Meet the 2007 CRM Products of the Year judges

  This year, SearchCRM.com's distinguished panel of judges for the CRM Products of the Year awards program included experts and thought leaders specializing in enterprise and midmarket CRM, call center and customer service and marketing.  Continue Reading

• Mobile marketing: Understanding the wireless world

  Interested in learning more about mobile marketing? This chapter provides an overview of messaging, including four main messaging technologies: SMS, smart messaging, EMS and MMS. Learn how to use messaging as part of your own mobile marketing ...  Continue Reading

• CRM expert advice -- top 10 Q&As of 2007

  SearchCRM.com's resident experts provide CRM expert advice and tips on a variety of CRM and call center topics every month. Browse this list of the most popular expert Q&As of 2007 and learn what issues were top of mind for our readers this past ...  Continue Reading

• Top 10 CRM definitions and buzzwords of 2007

  2007 was a big year for wireless technology, Web-based applications and the customer experience, as organizations focused on cutting costs, adopting new technology and expanding their customer base. Browse our collection of the hottest CRM ...  Continue Reading

• Work at home call center agent resources

  Explore resources for work at home call center agents, learn important topics and common challenges related to home-based call center agents in this guide.  Continue Reading

• Using middleware for SAP CRM: Optimizing inbound queues

  This chapter focuses on the different causes of problems for inbound queue processing in SAP CRM middleware. Each section covers a specific problem in depth and outlines possible solutions.  Continue Reading

• Self-service technology: Top five buzzwords

  Self-service is a version of electronic support that allows customers to access information and perform routine tasks over the Internet. More and more frequently, businesses are implementing self-service applications to improve their customer ...  Continue Reading