• CRM issues for the IT industry

    What are the key supplier and CRM issues for the business and IT industry in general?

    sagabbas5 pointsBadges:
  • How to improve the call quality in our call center?

    How can we improve the call quality in our call center? We've been having some issues with our quality so we're looking for improvements.

    Natchie5 pointsBadges:
  • How to stimulate call center agents during night shift

    Good day Hope you are doing well. I work for a local government Contact Center in Durban, South Africa. Do you by any chance have tips on stimulating/keeping call center agents occupied during night shift. Nightshift has always been a nightmare for us, agents are falling asleep, a huge number of...

    EvansMasipa5 pointsBadges:
  • Is there Blog software for the iSeries?

    Our users have asked us to set up a blog on our intranet. It will be for internal usage only as a means to collect and share ideas across the organization. We are a small/medium iSeries (V5R4) shop and run our intranet on the iSeries through Tomcat http server. The intranet has many html pages and...

    Commish35 pointsBadges:
  • Customer service call ratios

    What are typical service contacts to product sales ratios in a B to C and B to SMB environments?

    clarkie575 pointsBadges:
  • SRM VR Replication – Test Recovery SRM

    Okay, I think I know the answer to this question, But I think I found out the hard way. Should I pause Replication when doing a Test Recovery? I did a Test recently and one of my VM's was syncing. The Test failed saying "Unable to find a viable Replica". The Cleanup failed for that VM and it is now...

    DaveMcD15 pointsBadges:
  • 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?

    CRM Ask the Expert250 pointsBadges:
  • Best way to do the DASD history capture…(Disk usage)

    Dear team, I need to enhance our current system that captures the disk space usage. I need to maintain the history over it. Currently we do it by using DSPOBJD and DSPFD commands and write the details of all objects and files used in the whole system to the outfile. Hardly it takes more than 4...

    Ezhilkumaran0 pointsBadges:
  • How best to handle inbound calls (small company)

    Hi all, I have to review our telephone system with the aim of making sure our customers that call us get answered promptly. I'm looking for opinions/best practice on the best way technically to handle inbound calls? Do you have answer service part automated? At the moment, we have 3 sales agents...

    Pandub130 pointsBadges:
  • Any suggestions on how to lower ACW?

    Does anyone have any suggestions on how to lower ACW? In my industry, it is expected to enter all notations while the customer is on the phone and ACW should only be used in rare instances.

    Busymom724115 pointsBadges:
  • Call Rep to Manager Ratio

    In the financial service industry, what is the optimal call rep to manager ratio? What is the national average of call reps to managers in the industry?

    Jayson12320 pointsBadges:
  • Standard for call back times

    What is the industry standard for call back times?

    JulieBussone5 pointsBadges:
  • Internet security and social networking

    What network solution today in the market can block a phishing attack coming from social networking Facebook? i.e. from Facebook, someone who "appears" to be a friend posts a phishing link via a message. A typical web security solution, i.e. web reputation filtering, seems only blocking phishing...

    Richbiz15 pointsBadges:
  • What is the formula to calculate the manpower requirement at a call center

    What is the formula to calculate the manpower requirement at a call center, if the no.of calls are specified for example, as 50000 calls and defined AHT is 150 secs per call?

    Iyer10 pointsBadges:
  • atg interview questions

    i wana to know wht type interview question they will ask for interview

    Vmreddy55 pointsBadges:
  • ATG Dynamo server

    What is ATG dynamo server exactly? What are advantages and disadvantages? Why Dynamo only to use? Is that some that if i use dynamo then there are any syntax changes in jsp code? What exactly the steps to use the dynamo in detail like from installation to execution? Is there ant link u got where i...

    Jaywantp5 pointsBadges:
  • how to install the ATG in linux environment?

    we are try to install the ATG in Linux environment pls help me how to install this?

    Kommalapati10 pointsBadges:
  • How to dial in to listen to Call Center calls live?

    Hello, currently we use Cacti and Cisco in our call center. Our client is asking us if there is a way that they can dial in and listen to live calls as they are coming in. Is there a way that we can help our client? My understanding is that this is not possible with Cacti and Cisco, but I want to...

    NetworkingATE1,545 pointsBadges:
  • Do you have a favorite construction estimating software tool?

    What is your favorite construction estimating software tool? Are you using Microsoft Excel? What about Sage? HeavyBid? HardDollar? Something else entirely? What makes the software so appealing to you -- was there one feature that made you shout, "I need that now!" or was it the whole package that...

    Beastwood1,105 pointsBadges:
  • Earning Badges Pays Off – Literally!

    We told you that payoffs were coming, and they're finally here! To kick off this exciting new phase of the IT Knowledge Exchange Badge Program, we're doing a site-wide reward for members who have been active within the past 6 months and have earned at least one badge: $10 Amazon.com gift card to...

    MelanieYarbrough6,345 pointsBadges:

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