| Experts
Archive |
 There has been a certain amount of scepticism surrounding CRM in the past, but now it seems like everyone is doing it. Is this the case?
Andy Wood, MD, GI Insight |  |
Communicating intelligently with existing customers is critical, and marketing spend is heavily weighted towards this pool. But businesses cannot afford to neglect prospecting activity. So, what techniques can businesses adopt to ensure that the search for new customers is both targeted and cost-efficient ?
David Jefferies, Marketing Director, Pitney Bowes | |
How can I apply the principles of unified communications to CRM to boost productivity and enhance service?
John P. Joseph, VP Corporate Marketing, Envox Worldwide | |
What makes excellent service?
Mark Greatrex, Product and Services Director, Lakeview | |
What are best practices for displaying ads in email newsletters?
Andrew Osterday, Solutions Director, eMarketing, Premiere Global Services | |
|
|
| Experts Panel |  Meet some of the leading gurus in the marketplace that have joined the Experts Panel of CRM2day.
Learn more about their fields of expertise. |
|
| Ask the Experts |  Are you a member of CRM2day and want to share your questions with our Experts Panel, regarding any current hot CRM issues?
Take this challenge and ask them for free! |
|
|
|
 | Art Schoeller, Customer Relationship Strategies Advisory Service, The Yankee Group You Asked
Is there any way we can reduce hold times, without adding additional staff in a call center? | | |
The Expert's Answer
Reducing hold times - the ONLY way to get at this is to reduce peak calling volume - here are some possibly ways to do that.
- Implement or improve IVR to handle more transactions, thereby offloading agents.
- Change recorded announcements to encourage callers to go to your web site.
- Change recorded announcements to inform callers of when peak times occur - callers with less critical needs may then call back during slower times.
- Change recorded announcements to include expected wait time and an option to leave a message so the company can call back the caller at another time
- Give agents real time stats at their desk and train them to reduce handle time during peak traffic periods.
|
Art Schoeller is a senior analyst with the Yankee Group’s Customer Relationship Strategies Advisory Service. His coverage area focuses on the technologies that facilitate managing customer contact over all types of media, including voice, Web, and messaging.
The Yankee Group
|
|
|
|
|
|
|
|
by Document Type
