What is the acceptable percentage of Hold Time in the equation of AHT = ATT + ACW + Hold Time. By hold time, I mean when the customer is put on hold during a call. So, if the expected AHT = 4 Mins — is there an industry standard for what percentage the hold time [...]
Answer Question | July 25, 2008 2:55 PM
Call Center management, Call Center metrics, Call Center ROI/TCO
Is there a ‘Best In Class’ ratio for Call Center facilities/ seat utilization? I’ve seen 1:3 used. Would you know the source and context of this ratio? Thank you.
Answer Question | July 24, 2008 2:53 PM
Call Center metrics, Call Center ROI/TCO, Call Centers
We are a municipality-owned and unionized gas distribution utility with 500 residential customers. We are exploring the idea of outsourcing our call center operations which mainly includes inbound calls (billing, collections, service) and outbound calls (collections). We are regulated by a Public Utility Commission and have many regs dealing with customer service. Would you have [...]
Answer Question | September 22, 2009 5:31 PM
Call center outsourcing, Call center services, Call Centers
What is the average occupancy rate for outbound (lead generated) based call centers?
Answer Question | July 23, 2008 5:27 PM
Call Center metrics, Call Center ROI/TCO, Call Centers
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 background information on [...]
Answer Question | October 15, 2008 5:24 PM
Contact center management, Contact center outsourcing, Contact centers
I want to start a new call center business in Egypt. I have no clue about how to market this business into other countries. Also, I need to know how to calculate the costs of 100 seat center. I’m totally new to this field of business. What would be the competitive prices to offer to [...]
Answer Question | September 17, 2008 5:19 PM
Call Center metrics, Call Centers, CRM services
My name is Ayman and I’m new on this technology Siebel 7.7. My questions is: * Does Siebel 7.7 work on Windows Vista (64-bit)? * Where can I find Siebel 8.0 software? * Why does Siebel needs ODBC? Thank you so much for your time.
Answer Question | July 23, 2008 5:15 PM
CRM software, ODBC, Siebel, Siebel 7.x, Siebel 8.x, Vista
Is it possible to search by location in Clarify ClearLogistics? We have sites with more than one location and would like to search for it by location to de-activate it.
Answer Question | July 21, 2008 3:41 PM
Clarify Inc., ClearLogistics
I’ve mentioned security risk, not to mention how upgrading will do a world of good and provide more features to allow us to enhance our tools to make us more productive. I come from an ISP where IT was not a cost center. I may be spoiled, but we are running on Hoary, and everything [...]
Answer Question | July 19, 2008 4:13 PM
Hardware, Security management, Software upgrades
Can i devert my calls to another phone land line or mobile if my blackberry is out of reach
Answer Question | July 16, 2008 1:19 PM
BlackBerry, Call forwarding services
I am running Sage M500 – I need to be able to link my project files to my M500/SQL data and vice versa. I see lots of information on functionality but only consultants that want to set it up! HELP Me do this for free and save the day!
Answer Question | July 10, 2008 2:03 PM
MAS 500, Microsoft Project, Sage Software, SQL Server data warehousing/business intelligence
Hi, this is Brian Eastwood. I’m the editor of a fairly new TechTarget site called ConstructionSoftwareReview.com, which, as its name implies, focuses on construction software products. To that end I wanted to throw a question out to ITKnowledge Exchange readers — what is your favorite construction project management / scheduling software tool? Are you using [...]
Answer Question | August 17, 2009 6:04 PM
Microsoft Project, Primavera, Project management, Prolog, Sage Software, Software, Viewpoint CS
Hi, this is Brian Eastwood. I’m the editor of a fairly new TechTarget site called ConstructionSoftwareReview.com, which, as its name implies, focuses on construction software products. To that end I wanted to throw a question out to ITKnowledge Exchange readers — what is your favorite construction job cost accounting software tool? Are you using QuickBooks [...]
Answer Question | July 9, 2008 6:03 PM
Accounting software, Dexter & Chaney, Peachtree, Primavera, QuickBooks, Sage Software, Software, Viewpoint CS
Hi, this is Brian Eastwood. I’m the editor of a fairly new TechTarget site called ConstructionSoftwareReview.com, which, as its name implies, focuses on construction software products. To that end I wanted to throw a question out to ITKnowledge Exchange readers — what is your favorite construction estimating software tool? Are you using Microsoft Excel? What [...]
Answer Question | May 5, 2009 6:03 PM
Estimating, Hard Dollar, HeavyBid, Microsoft Excel, Sage Software, Software
A friend has asked me if I could resolve a problem he has with his small office network. He has a server running Windows 2003 Small Business Server and two clients PC’s using XP. He has a fax program on one of the clients that he used to route his information from the server from [...]
Answer Question | July 9, 2008 2:14 PM
Client management, Kerberos, SBS 2003, Windows 2003 Small Business Server, Windows XP
what are the benefits of call center agents and who will benefit from them?
Answer Question | September 29, 2008 12:57 AM
Call center agents, Call Center metrics, Call Center ROI/TCO, Call Centers
Where on this site do I change to my new email address so I still recive the newsletter.
Answer Question | July 9, 2008 10:38 PM
Email services, ITKE, Newsletters
I am writing a new document for CR Management and integrating User discussion within the CRM tool suite we finally will provide and I am open to and hoping for input from people expert in this field. While I have used these tools for years and generally have 2 or more ready for users to [...]
Answer Question | July 17, 2008 5:33 PM
Change management, Configuration management, CRM software
Now is your chance to win an Amazon gift card based on your activity in the IT Knowledge Exchange Community. Remember: the more you ask, answer or discuss questions, the more Knowledge Points you will earn. This is how the contest works: The top 10 most active members from now until the end of July [...]
Answer Question | July 31, 2008 1:40 PM
AS/400, CIO, CRM, Database, DataCenter, DataManagement, Development, Exchange, Linux, Lotus Domino, Microsoft Windows, Mobile, Networking, Oracle, SAP, Security, Storage, Virtualization, VoIP
I am trying to find both the good and the bad with Blaze Advisor. So far I have only been able to find product specs, and good reviews. I was hoping to find competition and also some of the downfalls of this program.
Answer Question | June 20, 2008 6:33 PM
Blaze Advisor, BRMS, Decision support software