• Need opinions for evaluating business contact management software

    I'm in the early stages of evaluating business contact management software. I'm familiar with Sage's ACT and Microsoft's Business Contact Management Software (an add-on to Outlook). My firm is in financial services and there will be less than 10 users. I'd also like to ensure the software meets the...

    CRM Ask the Expert250 pointsBadges:
  • Call center expectation

    I need some ideas of the expectation of quality of service and customer satisfaction. Such as; have a gentle service, one call answers, etc.

    emilia5 pointsBadges:
  • Calculating call center prices

    How does our call center calculate prices for calls per minute or per call?

    quincybailey5 pointsBadges:
  • Mainframe quality assurance testing tools

    I need to find a quick and cheap mainframe testing tool for an insurance application. The client will not spend the dollars till the concept is proven. I have looked for open source for the mainframe and found nothing. The client is running a batch system processing input are batch claims. Any help...

    Frankd0 pointsBadges:
  • Minute rules in a call center

    How do I connect minute rules in call center?

    rahul1205 pointsBadges:
  • Methodologies for Call Center Management

    Are there any standard methodology for management of call center? Are there any industry specific? Like banks, telecommunication or insurance?

    Ilan19665 pointsBadges:
  • Training Plan for Call Centers

    Can someone give me the standards for training new CSRs, ongoing training, re-training for CSRs with complaints? I am looking for time spent training, monitoring, how often for refresher courses, process for retraining those who receive complaints from customers?

    Snowmar5 pointsBadges:
  • What would you recommend as the best CRM solution for a small business?

    What would you recommend as the best CRM solution for a small business (about 5-10 workers) also would this solution offer any include or be integrated with any I.T helpdesk software. Thanks.

    CRM Ask the Expert250 pointsBadges:
  • 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.

    CRM Ask the Expert250 pointsBadges:
  • Procedures for a new area

    We are a company where we have experience on network remote administration and now we have open a new area, The area of security. Now I need to start to make new procedures like when a new customer come to us and ask if we can handle the security for his network. I need to know if some one can...

    Millan0 pointsBadges:
  • Do you have an IT blog or website and want to earn 100 knowledge points?

    We hope you find this community helpful in answering all your questions. But we want everyone to get every answer they need and wthat means more experts are always welcome. That's why we're asking you to tell your friends about IT Knowledge Exchange (ITKE). If you have a blog or website that is...

    ITKE413,315 pointsBadges:
  • MQ software upgrade

    I am going to upgrade MQseries to latest version. I don't know anything about MQ. Can somebody tell me what are the basic steps I need to follow? My machine is 9406-825 and OS is V5R4M0.

    Niranjanmulay35 pointsBadges:
  • 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?

    CRM Ask the Expert250 pointsBadges:
  • Switches and routers needed for Call Center?

    Hello, I am putting together a Call Centre for a non-profit organization. I will be running 10 workstations and 10 VOIP phones. I have acquired 10 CP7960’s. What switches and routers do I need to put this call centre together and run the phones with power over Ethernet? Thank you.

    CRM Ask the Expert250 pointsBadges:
  • What is a good OpenSource program for CRM?

    We've been using Maximizer for years. Our company has sfound that we do not use all of the features of it. We are seeking a change to a less cumbersome CRM program. There are two people to use the program for Customer lists, contacts, e-mail, notes, calendar, word processing. Any thoughts to share?...

    Darryl6120 pointsBadges:
  • How to be a best seller in a call center

    What are the techniques to sell product effectively in a call center?

    elaine885 pointsBadges:
  • Features in Sales Force Automation

    What are the features of Sales Force Automation (SFA)?

    Lordaeron5 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:
  • Can a call center employee have access to call details of any customer?

    I want to know that can a call center employee access the call records of any customer related to his/her organization?

    Irshan15 pointsBadges:
  • 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...

    Amawhinn15 pointsBadges:

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