Sales technology
Sales automation and other sales technology open the door to new potential revenue, especially when paired with AI and other cloud customization tools that can personalize content and choose the next-best action to move sales along. Read about the latest sales technology tools driving bottom line benefits.
Top Stories
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Feature
09 Nov 2022
AI-powered CRM platforms compared
CRM vendors can apply fundamental AI capabilities in various ways. Learn about the similarities and differences between AI functionality in the major CRM platforms. Continue Reading
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Tip
30 Aug 2022
9 disadvantages of self-service options
Customer self-service platforms free up live agents for more complicated issues, but if organizations don't keep this software up to date, its disadvantages can frustrate users. Continue Reading
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Quiz
18 Mar 2008
Call center metrics quiz answers
With answers from the Call Center Metrics School quiz, learn about call center metrics like average handle time, occupancy and schedule adherence. Continue Reading
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Answer
08 Jan 2008
Call monitoring best practices: Is there any industry standard?
Learn the best approach to monitoring call center agent's calls with expert Lori Bocklund. Continue Reading
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Answer
05 Nov 2007
What's the difference between speech recognition software and voice tags?
Wondering about how voice recognition or speech recognition and voice tags differ? Read definitions from Donna Fluss in this tip. Continue Reading
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News
08 Oct 2007
Call center centralization vs. decentralization analytic framework
Call center centralization can be cost-effective for centers of a certain size. In her latest column, Donna Fluss outlines a framework for call center managers who are considering call center consolidation. Continue Reading
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Quiz
21 Sep 2007
Web 2.0 and CRM quiz
This quiz on Web 2.0 and CRM was designed to test your knowledge of Web 2.0 technology and social networking and open your eyes to how this technology can help advance CRM initiatives. Continue Reading
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Quiz
21 Sep 2007
Web 2.0 and CRM quiz answers
Test yourself on Web 2.0 and social networking and how this technology is impacting CRM, with the answers to SearchCRM.com's quiz. Continue Reading
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Answer
12 Sep 2007
Call center scheduling: How to manage Auxiliary or unavailable time
Expert Lori Bocklund advises a reader on managing a call center agent's Auxiliary or unavailable time. Continue Reading
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Answer
14 Aug 2007
Conducting a CRM system and process audit
Expert Paul Greenberg offers advice on conducting an audit of CRM systems and processes. Continue Reading
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Answer
26 Jul 2007
How to evaluate call center quality analyst performance
Expert Donna Fluss provides some guidelines for evaluating the performance of a call center's quality coach, and offers suggestions on training a quality coach. Continue Reading
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Answer
24 Jul 2007
Calculating the call center agent seat utilization ratio
Lori Bocklund explains how to calculate the seat utilization ratio for a call center with a formula using call center agents and number of call center seats. Continue Reading
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Quiz
28 Jun 2007
Call center interactive voice response (IVR) system quiz
Call center interactive voice response (IVR) systems continue to expand their functionality. Find out how much you know about today's IVR technology with this quiz. Continue Reading
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Quiz
28 Jun 2007
Call center interactive voice response (IVR) system quiz answers
Find out how you did on SearchCRM.com's call center IVR system quiz with these answers. Continue Reading
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Tutorial
09 May 2007
Customer Loyalty and Satisfaction Learning Guide
Find out about customer loyalty and satisfaction, marketing, metrics and advice on the best ways to retain customers. This SearchCRM.com guide will lead you through defining, measuring and maintaining customer satisfaction and loyalty. Also, learn about customer loyalty successes at other organizations in the collection of case studies. Continue Reading
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Answer
27 Apr 2007
How can understanding customer value lead to successful marketing?
According to Lior Arussy, understanding customer value can lead to successful marketing if you target those customers with the highest potential value, not just those with the highest actual value. Continue Reading
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Feature
08 Mar 2007
The top five sources of increased customer power
Learn how to advocate for customers and earn their trust in this chapter download. MIT professor Glen Urban will show you why you should do this, how you can do this, and what other leading edge companies are doing in this arena. Continue Reading
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Quiz
21 Feb 2007
Customer loyalty quiz answers
Every organization struggles with customer loyalty. Find out how much you know about customer loyalty with the answers to SearchCRM.com's Customer loyalty quiz. Continue Reading
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Quiz
21 Feb 2007
Customer loyalty quiz
Figuring out how to attract and retain happy customers is a struggle for every organization. Find out how much you know about customer loyalty with this quiz. You'll find the most common terms related to customer loyalty, as well as technology related to customer loyalty and best practices for retaining customers. Continue Reading
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Answer
14 Feb 2007
New call center agents -- top 10 pitfalls
Common areas of call center agent weakness are largely due to inexperience in handling live (and sometimes frustrated and nasty) customers, and a lack of in-depth knowledge of systems, products, policies and procedures. Most of these areas can be improved over time. Learn best practices from Donna Fluss here. Continue Reading
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Answer
15 Jan 2007
Using subject matter experts (SME) to develop call center managers
Learn the benefits of promoting star agents to subject matter expert positions (SME) where they work under the call center supervisor. Continue Reading
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Answer
12 Jan 2007
How do you define flow out calls?
Call center expert Lori Bocklund answers a reader who's using Avaya reports and is wondering about flow out calls, and whether they are the sum of abandoned and blocked calls. Continue Reading