CRM Tag Directory

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Featured CRM Questions

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

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

    elaine885 pointsBadges:
  • 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:
  • 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:
  • Best metrics when setting up a high variable pay for performance for customer service agents?

    What do you find to be the best metrics when setting up a pay for performance system for customer service agents?

    jttechsearch5 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:
  • 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:
  • 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:
  • 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:
  • Customer service call ratios

    What are typical service contacts to product sales ratios in a B to C and B to SMB environments?

    clarkie575 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:
  • 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:

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