TMCnet - World's Largest Communications and Technology Community



Wednesday, April 2, 2008
2:00pm ET
11:00am PT

CRM Integration Best Practices: Taking the Pain Out of the Call Center

Contact center managers, whether they're handling sales, service, support, or marketing, understand the need to integrate CRM. Their goals are to raise customer loyalty, cut costs, deal with variable call volumes, provide detailed analytics, and otherwise work more efficiently and effectively. Examining best practices is a great way to take the pain out of such a complex integration project. Paul Nussbaum, VP of Marketing for AMC Technology (integrating telephony and CRM applications since 1995), and Tracey E. Schelmetic, veteran Editorial Director of Customer Interaction Solutions magazine will provide concise checklists of best practices for call center and CRM integration in this informative webinar.

This webinar is packed full of easy to follow checklists the busy executive can use to take the pain out of the call center, as they implement CRM integration. Topics covered include:
- Senior Management Buy-In Beyond ROI
- Change Management
- Scope Management
- Data Cleansing
- Call Flows
- Multi-Channel
- Custom versus Off the Shelf
- Professional Integration Study
Sennheiser Answers 10 Questions on ActiveGard
CallCopy's Cc: Survey Released, Lets Contact Centers Capture Voice
Important Benefits of Invoice Factoring Offers Insight into CRM Marketing
Call Center Outsourcing Firm American Customer Care to Add 70 Jobs at its Elmira, N.Y. Location
Research Reveals Germany as Sound Contact Center Investment
Alpine Access Goes Above And Beyond For National Guard And Reserve
Vertica DB Product Enables On-The-Fly Analytics
Rostrvm Contact Centre Application Implemented in Nottinghamshire Customer Service Center
Time Trade's Self-service Solution Increases Sales and Customer Satisfaction
NetSuite Partner B2B Gateway Releases Client Portal
Marketing Software Provider Infusion Expands Expert Lineup for Upcoming User Conference
Another Upside To Virtual Call Centers
Does God Need a Performance Management Solution Too?
CRM Software
Call Center Recording
Phone Systems
Click to Call

Best Practices for Deploying a Virtual Call Center: Tips, Techniques and Best Practices
To meet their customer interaction needs, enterprises have traditionally established brick-and-mortar call centers that can take as long as 14-16 months to complete and cost as much as $15 million. The problem is that no matter how a traditional call center is structured, they have inherent weaknesses that over time lead to high costs and poor service quality. Consider the following:

- Traditional call centers are forced to recruit within a 25-mile geographic radius limiting talent.
- Traditional call centers are costly to set up and run, with more than $10 million in initial capital costs alone.
- Traditional call centers can’t accommodate unpredictable demand.
- Traditional call centers have difficulty keeping the best people and have attrition rates as high as 100% annually.

To overcome these challenges, companies today are considering investment in virtual call centers, which are set up with home-based agents or a combination of home-based and traditional call center agents. This paper overviews essential best practices for deploying a virtual call center. Each best practice is discussed in relation to how it supports the complete lifecycle of the call center and explores key technologies needed to enable it across businesses.
Upcoming Events From TMC
    West 2008 - September 16-18, 2008 - Los Angeles Convention Center
    Los Angeles, CA -

    East 2009 - Winter, 2009 -

  • Call Center 2.0 Conference
    September 16-18, 2008 - Los Angeles Convention Center
    Los Angeles, CA -

  • Classified Ads on TMCnet

    Current Listings:

  • Help Wanted: Passionate Program Manager at Iotum Corp.
  • Help Wanted: Freelance Business and Technology Writers
  • Help Wanted: A Person who understands Japanese culture
  • Development and Writing for White Papers, Magazine Articles, Corporate Presentations and More
  • Situation Wanted: Marketing Communications -- Sales, Channel & Customer Training
  • Situation Wanted: Strategic Call Center/Operations Management
  • Help Wanted: Software Engineer
  • Situation Wanted: Marketing Copy

    TECHtionary provides writing and marketing communications services in addition to unique animated tutorials and presentations. For details, visit or email
  • Become a TMCnet columnist!
    Want to contribute your expertise to a growing audience of IP Communications professionals? Become a writer or columnist for the TMCnet Web site and this newsletter. Contact the Web Editorial Director, at for details.

    Technology Marketing Corporation - World Leaders in Technology Media since 1972

    If you are interested in advertising in our newsletters, contact Dave Rodriguez at or 203-852-6800 ext. 146

    To manage your subscription preferences, please go to

    Please direct all other correspondence to:

    Technology Marketing Corporation

    2 Trap Falls Road Suite 106, Shelton, CT 06484 USA
    Ph: +1-203-852-6800, 800-243-6002

    General comments:
    Comments about this site:


    © 2020 Technology Marketing Corporation. All rights reserved | Privacy Policy