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    How do I add leads to existing accounts without converting them?

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  • What is the industry standards or ratio for a quality analyst to an agent

    I am managing a call center of 75 agents. I have one quality analyst. What is the standard industry ration for a QA analyst to the agent? We are looking for a total of 3 calls per week per agent. Calls are pulled manually, however we are looking into enhancing out phone system powered by...

    newQMA5 pointsBadges:
  • What is social media?

    Can someone tell me what is social media?

    whatat15 pointsBadges:
  • Call Center standards

    I'd like to ask what is the standard Team Leader to call center Customer Service Representative (CSR) ratio.  Also, what is the standard number of call evaluation/monitoring per CSR per month?

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    What is the industry standard for call back times?

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  • How to stimulate call center agents during night shift

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  • CRM issues for the IT industry

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

    sagabbas5 pointsBadges:
  • Is there Blog software for the iSeries?

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    Commish35 pointsBadges:
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    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:
  • 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

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    Vmreddy55 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:

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