Methodologies for Call Center Management
Are there any standad methodology for management of call center? Are there any industry specific? Like banks, telecommunication or insurance?

Answer Question   |  April 4, 2009  6:59 AM
Call Center management, Call Center metrics, Call Center ROI/TCO, Call Centers

New Contest: Win 1 of 3 Xbox 360′s
New Contest: A trio of Xboxes for our top three users Now through the end of April, you can not only show off your IT skills by asking and answering questions on ITKnowledgeExchange.com, but you can earn the chance to spend some quality time honing your bad-guy-vaporizing skills on your very own Xbox 360. From [...]

Answer Question   |  March 20, 2009  1:48 PM
AS/400, CRM, databse, DataCenter, DataManagement, Development, Exchange, Linux, Mobile, Networking, Oracle, SAP, Security, SQL Server, Storage, Virtualization, VoIP, Windows

Comparisons of CRM performance
Can any one tell me about the performance comparisons of different CRM Solutions like MS CRM, Sugar CRM and EnterpriseWizard CRM, which Solution has best Performance?

Answer Question   |  March 16, 2009  8:44 AM
CRM applications, CRM performance comparison, CRM software, EnterpriseWizard CRM, Microsoft CRM, Microsoft Dynamics CRM, SugarCRM

Routing Public Emergency Calls Based on Cell of Origin
Is it possible to route emergency calls based on the Cell of origin? In a private network, there is one subscriber who wants all emergency calls originating in one specific area to be routed to a special emergency desk. All other emergency calls within the network would be routed to a different desk.

Answer Question   |  August 10, 2009  11:24 AM
Call Centers, Cisco switches, Networking, Nortel, Switches, Tech support, Telecom, VPN, Wireless

Genesys CTI solution
What is the product name of the Genesys CTI solution?

Answer Question   |  March 11, 2009  3:00 AM
Computer telephony integration, CTI, Genesys CTI, IP telephony

PVCS with IE7
currently PVCS works with IE6. Do you know what PVCS version that works with IE7?

Answer Question   |  March 6, 2009  5:47 PM
IE7, PVCS Tracker

SQL Server 2000 backup problem using batch file
i have written a batch file to backup sql server database and it holds the data of CRE.the batch file is running successfully. but, after running i am unable to login to CRE (cash register express). i doubt if my batch file is corrupting my database please answere me what may be the problem

Answer Question   |  March 6, 2009  9:42 AM
Batch file to backup, Batch files, Cash Register Express, SQL Server 2000 backup, SQL Server development

Salesforce Training
Our company is new to Salesforce and I am taking many different training sessions. My question is: Can I print out the training slides so i can make a training booklet for my own reference?

Answer Question   |  April 16, 2012  3:17 PM
Certifications and Salesforce, Salesforce, Salesforce.com Exam

save a siebel answers report
I would like to make a small change on a siebel answers report, and put it into a software tracking system (like PVCS tracker), but I don’t want to save the entire repository. Howwould I do this? thanks

Answer Question   |  February 20, 2009  4:44 PM
PVCS Tracker, Siebel, Siebel Answers Report

New Contest: ASK, Answer and win some Amazon.com gift cards
It’s that time again — a chance to win an Amazon.com gift certificate based on your activity in the IT Knowledge Exchange community! Remember: the more you ask, answer and discuss questions, the more Knowledge Points you will earn. (Only valid questions, answers and discussions will be counted towards your total.) The top 10 most [...]

Answer Question   |  April 3, 2012  5:17 PM
AS/400, CIO, CRM, Data management, Database, DataCenter, Exchange, Linux, Lotus Domino, Mobile, Networking, Oracle, SAP, Security, SQL, SQL Server, Storage, VMware, VoIP, Windows

What is industry standard for AHT when Chat is used?
What is the industry standard for AHT when Chat is concerned? Let say it is a technical support account? Thank you.

Answer Question   |  November 4, 2010  4:12 PM
AHT, Average Handle Time, Customer support, Customer support centers

What is the financial industry average for cost of contact for an inbound call center?
What is the financial industry average for cost of contact for an inbound call center?

Answer Question   |  August 10, 2009  4:03 PM
Call Center metrics, Call Center ROI/TCO, Call Centers

Already using SAP ERP – any good reasons to consider CRM software not from SAP?
We have already a SAP ERP system running. Are there good reasons to consider CRM software not from SAP?

Answer Question   |  February 23, 2009  4:00 PM
CRM applications, CRM services, CRM software, SAP CRM, SAP ERP

What measures can be taken to reduce AHT in the Call Centre (Inbound) Environment?
What measures can be taken to reduce AHT in the Call Centre (Inbound) Environment?

Answer Question   |  February 25, 2009  3:55 PM
AHT, Average Handle Time, Call Center metrics, Call Centers

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 [...]

Answer Question   |  February 6, 2009  10:18 PM
Blogging, Intranet, iSeries, Software packages, V5R4

Migrating from SalesLogix 7.0 to ACT! 2008
My company has decided to reduce its overhead by rolling back from SalesLogix 7.0 to ACT! 2008. I can import all the users with no problem, but I am having a problem importing in the notes and history. Has anyone esle had this issue?

Answer Question   |  January 29, 2009  12:24 AM
ACT, ACT! 2008, CRM, Data migration, Sales force automation, SalesLogix, SalesLogix 7.0

SIP for contact centers
What is the benefit (business and technical) of SIP for a contact center?

Answer Question   |  February 16, 2009  5:20 PM
Contact centers, SIP

What should our next contest be on ITKnowledgeExchange.com?
We want to kick off the new year with an exciting contest and want your input. We have done a variety of contests from the top 3 Knowledge Point earners winning prizes like an XBOX 360. Also we have had Amazon.com gift cards for the top 10 point earners who achieve over 500 Knowledge Points. [...]

Answer Question   |  January 11, 2009  4:02 PM
AS/400, CRM, Database, DataCenter, Development, Exchange, Linux, Lotus Domino, Mobile, Networking, Oracle, SAP, SQL Server, Storage, Virtualization, VoIP

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 handling calls, plus [...]

Answer Question   |  May 24, 2010  12:14 AM
Call Center, Call Center management, Call Center metrics, Call Center ROI/TCO, Nortel, PBX, Telecommunications

What are the most overused tech buzzwords for 2008?
I’m the editor for whatis.com and I’m trying to put together a list of the most overused tech buzzwords for 2009. Can you help? Cloud is #1 on my list (and all its variations). Green will be on the list too. What else belongs on the list?

Answer Question   |  February 2, 2009  1:51 PM
AS/400, Buzzwords, CIO, CRM, Database, DataCenter, DataManagement, Development, Exchange, Linux, Lotus Domino, Microsoft Windows, Mobile, Networking, Oracle, SAP, Security, SQL Server, Storage, Technology, Virtualization, VoIP