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Featured CRM Questions

  • 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:
  • 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:
  • 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

    i wana to know wht type interview question they will ask for interview

    Vmreddy55 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:
  • 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:
  • Benefits of call center agents

    what are the benefits of call center agents and who will benefit from them?

    Myaj95 pointsBadges:
  • Call Center Rep to Call Ratio

    I am currently looking at an addition to staff in my call center for a local credit union and need some industry standards for staffing, metrics, etc. Currently we track agent Availabilty, Handle Ratio, AVG Talk Time (including hold time) and Department Abandon Rate. For my 7 person (not including...

    Tsmiley5 pointsBadges:
  • LIMITATION OF PURCHASE ORDER

    I WANT LIMITATION ON PURCHAE ORDER, LOCAL AND IMPORT SEPRATELY ON LOCAL PURCHAE ORDER 0% AND IMPORT PURCHASE ORDER NO LIMIT IS POSIBLE IN ECC.06 SAP

    T26615 pointsBadges:
  • Adding a New Tab in ATG Service Center

    How to add a new tab in ATG Service Center using ATG COntrol Center

    Sarun5 pointsBadges:
  • What is ATG Dynamo?

    Could someone explain exactly what ATG Dynamo is and where is sits within a Java development solution. I am a recruiter and I have spoken with a candidate who has developed within this environment extensively. I would like to try and understand what this means in terms of his technical strengths...

    TechRec5 pointsBadges:
  • ProfileFormHandler

    While inserting data using DSP tag, we are using: ProfileFormHandler.value.firstName What is the value in the above line and datatype of value?

    SamanthMeesala5 pointsBadges:
  • Business presentation for inbound Call Center

    I work in a 3rd party call center and would like to start a new business which is INBOUND but i don't know the process. I am going to have a business presentation with client very soon. Hope you can share with me the process.

    CRM Ask the Expert250 pointsBadges:
  • How do I cost my call center charges

    I want to provide call center service to a mobile service provider and want to arrive at the amount to charge for this service.

    Tomjohn15 pointsBadges:
  • Call centers and ISO 9000 certification

    Are there case studies available about the benefit of ISO 9000 certification in call centers?

    skraybill5 pointsBadges:
  • Excel file to ACT template

    Can an Excel file be saved as an .adt template to be used in ACT? Is there a different format that should be used for Excel? Thanks!

    kmatthews15 pointsBadges:
  • Occupancy percentage in call center operation

    what is the difference between utilisation and occupancy in an inbound campaign?how to calculate occupancy percentage?

    Svachaspati5 pointsBadges:
  • How do you increase response rates to customer satisfaction surveys?

    I want to put a list together to try and improve response rates for B2B customer satisfaction surveys. I have a few ideas (which I've listed) and would be grateful for any additions.Acting on the feedback - shows you've listened and helps response rates for repeat surveys Have good customer data -...

    JohnColdwell5 pointsBadges:

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