Learning Guides
Call center infrastructure vendors are boasting of the environmental benefits of at-home agents, but the price of gas is proving a more compelling argument.
Providing ongoing call center agent training and coaching should be a high priority for call centers of any size. We've gathered these call center eLearning buzzwords to help you understand the basics of eLearning technology and decide if it's right for your call center.
Business executives working for contact centers or internal sales/marketing teams or media agencies all share the same predicament as the Chief Marketing Officer of any Fortune 500 company – how do I use social media to really sell. During the Icelandic volcanic eruption when flight cancellations around Europe were a commonality, Lufthansa showed us how powerful Twitter was as a tool to build loyalty that lasts a lifetime.
Cell phone activities are a great way to encourage team building in call centers. This chapter outlines a few cell phone activities call center managers can use to introduce new employees to the call center team and break the ice in the office.
In order to develop a strategic Internet marketing plan marketers need to understand where their customers and potential customers are going for information. Companies have the potential to succeed if they effectively target these customers with innovative and strategic Internet marketing techniques through the use of social networking sites and Web 2.0 technology.
This chapter from Salesforce.com for Dummies explains in detail how to use, modify, create and organize reports in Salesforce.com.
A reader asks: I want to design a CRM campaign wherein I want to retain a customer. How can I prioritize my calls? Can I use a customer segmentation strategy to target my calls and, if so, how can this be achieved?
Since hosted sales force automation (SFA) applications first hit the scene, they have promised easier implementations without the IT headaches associated with licensed CRM software.
Total of all costs associated with answering a call or handling a contact divided by the total number of calls or contacts.
Percent of calls offered that are not allowed into the system; generally % receiving busy, but may also include messages and forced disconnects.





















