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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
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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.
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