• How can I calculate the cost per call of all my inbound calls?

    I need to calculate the cost per call of all the inbound calls coming to my call center, what variables should I add to my calculation?

    edwardo5 pointsBadges:
  • Design a Dynamics CRM application

    Hi, This is Anvesh.V, I want to design an on premises Dynamics CRM application. I've researched a lot about dynamics, studied books. Now, I got sample business requirements basically a work flow from internet. Now I want to develop this as an application. I don't understand where to start. If...

    anveshv5 pointsBadges:
  • MS Dynamics & Leads/Opportunities/Accounts

    We have three groups of people: Pre-sales Sales Accounting & Support These are our sales stages: We collect leads. Some leads might be interested in our product some are not. Pre-sales qualifies the leads. If there is a potential sale the lead becomes an opportunity and is turned over the a...

    Hugomat5 pointsBadges:
  • What is the industry standard time to get back on the line and assure the caller you are still working on their issue?

    If a caller is placed on a hold what is the industry standard time to get back on the line and assure the caller you are still working on their issue? This is referring specifically to placing a caller on hold, not to how long it takes to initially answer the call.

    Kdennis5 pointsBadges:
  • What is a realistic number of calls that a single phone agent?

    What is a realistic number of calls that a phone agent handling calls for a busy multi-specialty physician's practice can handle? Thanks very much.

    CRM Ask the Expert250 pointsBadges:
  • Virtual Call Center for SMBs

    I'm interested in a virtual call center. I've looked at some of the larger firms like LiveOps, and I like their technology and business model. But I'm a small company, and the the firms I've found don't want to work with me. What suggestions might you have for me? Thank you.

    CRM Ask the Expert250 pointsBadges:
  • Web based contacts for small business

    We are a non-profit buying group with 3 persons in our office. We need a contact data base that can be shared including on the fly changes. We have a network, but no dedicated server. We currently are using Act 6.0, but that is getting old and problem riddled. Is there a web based contacts...

    Wick5 pointsBadges:
  • Win Drupal’s Building Blocks!

    Are you a developer? Today's free IT book is an essential addition to your library: Drupal's Building Blocks. Learn how to quickly build web sites with CCK, Views, and Panels after you win this great resource. There are two ways to win this book: Answer one of five questions and post the link to...

    MelanieYarbrough6,345 pointsBadges:
  • Opening company file in Peachtree

    Kindly tell me that how I can open my company data in peach tree that I can't access.

    FawadAhmed55515 pointsBadges:
  • ATG Dynamo server

    What is ATG dynamo server exactly? What are advantages and disadvantages? Why Dynamo only to use? Is that some that if i use dynamo then there are any syntax changes in jsp code? What exactly the steps to use the dynamo in detail like from installation to execution? Is there ant link u got where i...

    Jaywantp5 pointsBadges:
  • Difference between ATG Dynamo and ATG commerce

    What is the difference between ATG dynamo & ATG commerce?

    prithvir5 pointsBadges:
  • I want to enter a SAP CRM career

    I've decided that SAP CRM is what is right for me right now! But now what do I do? I've researched a little about the classes as well as getting certified is there anything more that I need to do before I prepare to take the classes?

    Desiguy5 pointsBadges:
  • Add leads to existing Accounts without converting

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

    Raven155 pointsBadges:
  • 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:
  • 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?

    Bernadine10 pointsBadges:
  • Standard for call back times

    What is the industry standard for call back times?

    JulieBussone5 pointsBadges:
  • How to stimulate call center agents during night shift

    Good day Hope you are doing well. I work for a local government Contact Center in Durban, South Africa. Do you by any chance have tips on stimulating/keeping call center agents occupied during night shift. Nightshift has always been a nightmare for us, agents are falling asleep, a huge number of...

    EvansMasipa5 pointsBadges:
  • 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 and...

    Commish35 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:

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