• Dialers For My Call Center

    Very producitve telemarketing room. Very old fashioned in our approach. Seeking to buy a dialer. Have used a NOBLE (far to expensive and not all that practical - for us), really liked the simplicity of E.I.S dialers. I have close to 20 callers. We need a dialer that we can host (or are hosted...

    Mikegrimnet015 pointsBadges:
  • wireless vlan

    hi all, is it possible to have one link from a switch to an access point and split the network into two networks a wireless network from the AP and a wired port for a user connected thru RJ45 and still keep it secured.

    92220990 pointsBadges:
  • Calculation question on determining CRM ROI

    What is the difference between risk-adjusted ROI and IRR? If I use cumulative discounted cash flow (i.e. NPV) divided by the present value of cost (i.e. cash outflows, including tax increase) to calculate ROI, why does this consistently yield a higher percentage than IRR? Please advise. Thank you.

    CRM Ask the Expert250 pointsBadges:
  • Need help with Call Center metrics

    We are a small call center of 28. We can be failing our MSI goal of 80%, but only have an occupancy rate of 70% or below. Shouldn't we be at 100% occupancy if we are missing MSI? Does someone in an AUX state effect our Occupancy rate? Our hours of operation are 8am-5pm. Thank you.

    CRM Ask the Expert250 pointsBadges:
  • Appointments set in Siebel move in Outlook after sync

    When setting appointments in Outlook through Siebel and after the sync, appointment times move to GMT. This does not happen in every calendar every time. In fact in can happen in one calender for one appointment and not in another in the same calendar. Thouts, Ideas, Help?

    Jcap15 pointsBadges:
  • CRM on demand versus on premises solutions?

    Can somebody give a quick comparison of CRM on-demand solutions vs on-premise solutions regarding their integration capabilities with ERP and other legacy systems such as SAP, Oracle Apps?

    CRM Ask the Expert250 pointsBadges:
  • Call Forwarding Path

    By default, if an ext is forwarded to another ext and that other ext does not pick up....Cisco will send the caller to the original person's voicemail box. How can I change that so that the caller will go to the voicemail box of the ext that the calls are forwarded to?

    ASM5 pointsBadges:
  • How do you calculate the cost of setting up a Call Center?

    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 prospects?...

    CRM Ask the Expert250 pointsBadges:
  • Architecture/MODULES from various vendors

    I would like to compare the logical modules used by main companies, especially Microsft Dynamics and SAGE. Would anyone here have them?

    Saytac5 pointsBadges:
  • Can we use a central database for distributed CRM software?

    Can I implement a central database (Microsoft SQL Server) with distributed CRM application servers in remote locations? Due to large number of Outlook CRM clients, we'd like to try this model of distributing CRM application servers in remote major data centers with a single SQL Server. Thank you.

    CRM Ask the Expert250 pointsBadges:
  • Community Update: New Member Contest Win a XBox 360 this month for your participation.

    After a long, stressful day in IT, video games can be a great way to unwind and relax. That’s right, you know where this is leading. It’s time for a cool new contest on IT Knowledge Exchange. The month of September ( Sept 1-Sept 30) is your chance to get your hot little hands on your very own...

    ITKE353,275 pointsBadges:
  • Unable to link activity to contact in CRM

    I have an end user who is unable to assign an activity to a contact from the actions drop down list. i.e. task, fax phone call etc. He has all the appropraite security rights.

    Selabr820 pointsBadges:
  • trying to migrate form ACT to Outlook.

    We have a 4 person office and therefore our IT people are not located on premise. They manage our Exchange servers. We are trying to migrate form ACT to Outlook. Now that we have set up a way to share our calendar, we are having enormous difficulty retrieving contacts. We have over 7000 contacts...

    ITKE353,275 pointsBadges:
  • Community Update: New Contest Announcement.

    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...

    ITKE353,275 pointsBadges:
  • Where can I find industry customer complaint percentages?

    I work for a commodity chemical company. I address all customer complaints. What is the percent of customers who complain to the manufacturing company in my industry? My manager thinks it is 10-11%, however, I have heard other numbers. Can you help with a better idea of what complaints we may not...

    CRM Ask the Expert250 pointsBadges:
  • What is the role of LSMW in SAP CRM 5.0?

    What is the role of LSMW in SAP CRM 5.0 and what are the common problems encountered during an upgrade from CRM 5.0 to CRM 2007. Please explain in detail.

    CRM Ask the Expert250 pointsBadges:
  • Statistical technique for churn prediction in the Telecom market?

    Can you tell me what type of statistical technique should be used in churning model, specially for the Telecom market? Thank you.

    CRM Ask the Expert250 pointsBadges:
  • What number of calls should be monitored in emergency call centers?

    Just wanted to know, what is the standard number of calls to be monitored and evaluated in emergency call centres? I mean, say, you are taking 1.6 million calls per month. Thank you.

    CRM Ask the Expert250 pointsBadges:
  • What is the acceptable percentage of Hold Time?

    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 can be? (eg 20% of AHT). I am...

    CRM Ask the Expert250 pointsBadges:
  • Going for CR100 certification and need SAP XI career advice

    I am working in CRM master data and planning to write CR100 certification. I am also willing to learn XI. Could you please tell me how XI will be beneficial for me in CRM, as I am new to this. Should I go only for CRM? Thank you.

    CRM Ask the Expert250 pointsBadges:

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