Recent IT Questions

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How do you strike a balance between frustrated users and frustrated call center agents?

Our company are currently busy with various Customer Centricity Projects. From a People Adaptation point of view - whilst these projects are yet to roll-out - how does one strike a balance between frustrated customers versus frustrated call center agents?

Answer Question   |  Apr 24 2008   7:29 PM GMT   |  asked by CRM Ask the Expert
Call center agents, Call center management, Call Center


Looking for suggestions for reliable outsource partners for inbound calls

I am in the completing an RFP. I need to submit this to various outsourcers. We are primarily an inbound call center with very simple needs. I am having a hard time finding a list of outsource companies in the USA to submit the finished RFP. Do you know where I can get a list of the "best"...

Answer Question   |  Apr 24 2008   7:22 PM GMT   |  asked by CRM Ask the Expert
Call center outsourcing, Call center management, Call Center


What are the cost elements in setting up a Call Center operation?

I wanted to know what are the various cost elements (in details)to be covered in setting up a call center operation. Thank you.

Answer Question   |  Apr 24 2008   7:21 PM GMT   |  asked by CRM Ask the Expert
Call Center, Call center services, CRM


What is a “normalized” Average Handle Time (AHT)?

What is a "normalized" Average Handle Time (AHT) and what is a good method of working one out?

Answer Question   |  Apr 24 2008   7:18 PM GMT   |  asked by CRM Ask the Expert
Average Handle Time, Call Center Metrics, Call Center


Need your advice on Contact Center startup business

I'm in the middle of an offshore contact center start-up and need some advice on what it would take to gather new business to ultimately succeed in the business primarily having clients in N. America. We are considering BPO services on top of contact center services.Let me give you a little...

Answer Question   |  Apr 24 2008   7:15 PM GMT   |  asked by CRM Ask the Expert
Call Center, CRM services, BPO services


Call Center regulations in Canada

If you are a Canadian Call Center processing US Credit Cards for US residents over the phone for another reseller do you have to be PCI compliant?Assume no software is hosted or stored on premise bit is done by a 3rd party based in US.What regulations does the Call Center fall under?

Answer Question   |  Mar 24 2008   1:15 PM GMT   |  asked by ITKE
Channel, Call Center, Call center outsourcing


Call Center Abandoned Calls metrics

Why is it important for a call center to measure abandoned calls ratios?

View Answer   |  Mar 18 2008   12:39 AM GMT   |  asked by Vincentblake2001
Service desk management, Call Center Metrics, Call Center


Occupancy percentage in call center operation

what is the difference between utilisation and occupancy in an inbound campaign?how to calculate occupancy percentage?

View Answer   |  Nov 23 2007   7:37 PM GMT   |  asked by Svachaspati
Call Center, Call Center Metrics


Data Center Builds

Does anyone have any ideas on how to get involved with build outs for data centers from a telecom perspective. My company is looking for opportunities to build out our network but I need to be able to present them with the scenario. I realize this might sound like a "sales" message or...

View Answer   |  Jan 9 2007   4:48 PM GMT   |  asked by lejoneric
Budgeting, Business/IT alignment, Compliance


Laptop Security (Remotely)

Hi,I am an Information Security Consultant. We want to monitor all activities done by Laptop Users when they are working offline. Can somebody suggest a tool which can push all logs on server while a user is working offline. We have banned USB sticks in our office and also all email activity is...

View Answer   |  Apr 12 2006   7:20 AM GMT   |  asked by Tarang
Budgeting, Business/IT alignment, Compliance


Capture screen w/scrolling marquee

My company uses a 3rd party software. There's one screen that has a few graphs and a few lines that scroll across the screen. Similiar to a Screen Saver's Scrolling Marquee. They redesigned the software and this screen will no longer exist. I would like to capture this screen w/scrolling...

View Answer   |  Mar 7 2006   2:48 PM GMT   |  asked by drew6522
Project management, Career development, CRM


Domain Admin Group

Does anybody know of a way to search our Active Directory to see what users are part of the Domain Admins Group. If so, what software and where do I get it.Thanks

View Answer   |  Feb 14 2006   1:42 PM GMT   |  asked by vman66
Certifications, Training, Call Center


Outlook - creating Contact Lists under one main List

I'm using MS Outlook 2000 SP3 (9.0.0.6627). My company has about 1,000 customers/offices that we support. I'm working on a project and need to keep track of my contacts at each office. I first need to put all of the offices I contact into one large group. Each office is different. Some have one...

View Answer   |  Dec 8 2005   9:12 AM GMT   |  asked by drew6522
Project management, Career development, Certifications


Help

What does "DOU" mean?

View Answer   |  Aug 30 2005   3:51 PM GMT   |  asked by daniellem
AS/400, Database, Career development


Stop Error (C000021a)

I am receiving this stop error(C000021a) "windows logon process system process terminated unexpectedly" with win 2000 server. Safe mode and Last Known Good Conf. works fine. Is there any solution without reformating the HDD? I have ERD with me. Will that help me?Any advise on this would be highly...

View Answer   |  Jun 7 2005   3:29 AM GMT   |  asked by BinooDas1234
DataCenter, Data center operations, Physical security


Transfer Report from AS/400 to PC

Is there any utilities/tools that can help me to create a program on AS/400 (CL program) to transfer the reports that are created at a certain output queue on AS/400, transfer them automatically to a specific folder at PC side so as to be opened with any application at MS Windows, keeping the...

View Answer   |  May 10 2005   10:30 AM GMT   |  asked by qawasmeh
AS/400, Tech support, Help Desk


HELP

I'D LIKE TO ASK HELP IN PROGRAMMING ESPECIALLY IN VISUAL BASIC.PLS SEND ME UPDATES ON DATABASE PROGRAMMING, INTERNET AND OTHER RELATED AND IMPORTANT KNOWLEDGES. THANKS.

View Answer   |  Apr 14 2005   11:59 PM GMT   |  asked by tazzygurl
DataCenter, Software Quality Assurance, Tech support


2 quick questions: 1st on reports and 2nd on Call Disposition (Term codes)

I have two basic questions:1st, what is the difference between canned and Out-of-the-box reports?2nd, I am facing a challange to measure call center performance and call center statistics for various customers, products, and agents based on call types that an agent receives. I am looking for some...

View Answer   |  Apr 4 2005   6:01 PM GMT   |  asked by Convermation
DataCenter, Data center operations, IT architecture


Linux based CRM systems

I know several companies are working on Linux based CRM systems, but are there any commercial grade complete CRM products available on the market today (March 2005)?Thanks

View Answer   |  Mar 11 2005   1:19 PM GMT   |  asked by Japaninsider
Linux, CRM, Data analysis


Calling an application from Avaya

I'm an "E-learning Specialist" who has recently taken a job at a call center which uses Avaya. The center wants me to set things up so that e-learning is delivered automatically (it "pops up")whenever there's a sufficient drop in call volume. I know that Knowlagent has this functionality, but I'm...

View Answer   |  Feb 17 2005   2:16 PM GMT   |  asked by wiserd
Call Center, Avaya


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