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LEAD STORY

Speech self-service speaks the language of savings

	For companies like DirectTV and Orbitz, maturing speech self-service is improving customer satisfaction while decreasing call volume to the call center. (ARTICLE)
	More on Call center software

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CALL CENTER

Lori Bocklund
President, Strategic Contact, Inc.
Topics: Call center software and metrics


Q:	I have heard about some call centers using volume metrics like "true calls per hour" to measure productivity, while others... VIEW ANSWER

CUSTOMER LOYALTY

	Text analytics fueling Voice of the Customer programs: Charles Schwab has begun using text analytics to mine its customer feedback. The maturation of text analytics is fueling these Voice of the Customer programs, experts say. (ARTICLE)
	Best customer retention strategies (RESOURCE CENTER)
	Chief customer officers need patience, energy (ARTICLE)

CRM STRATEGY

	Integrating SaaS CRM and ERP applications: Successful integration between Software as a Service (SaaS) CRM and ERP systems depends on a number of factors that differ according to complexity. (TIP)
	CRM application integration using Web services (TIP)
	Five best practices for working with CRM consultants (SPECIAL REPORT)

EVALUATING CRM SOFTWARE

	SaaS CRM integration: Is it still a deal killer?: Integration has always been a question mark with on-demand CRM applications, but third-party vendors, robust APIs and SOA are beginning to provide an answer. (ARTICLE)
	Can Oracle be 'social' with CRM? (ARTICLE)
	Web 2.0 found lacking in Gartner service rankings (ARTICLE)

	SITE HIGHLIGHTS

Five best practices for working with CRM consultants: We've outlined five best practices to help you form successful relationships with your CRM consultants and system integration par... Preventing call center attrition quiz: In this quiz, you'll learn effective methods for keeping agents happy and motivated and keeping them on the job longer. How can I calculate internal rate of return (IRR)?: Internal rate of return (IRR) is a valuable calculation because it generates a projected return that can be directly compared to th... Customer loyalty concepts: Top 10 buzzwords: We've compiled this list of customer loyalty concepts to help you understand, create and manage customer loyalty programs in today's organ... Strategic Internet marketing: Get tips for developing a strategic Internet marketing plan that utilizes social networking sites and Web 2.0 technology.

	WHAT'S NEW

	The Call Center Metrics School Whether you're a new agent trying to measure metrics performance or a seasoned manager who's been tracking metrics for years, you'll learn tips for designing a metrics strategy that works best for you!
	Podcast: Managing customer profitability
	Microsoft CRM Online: Can it compete?
	Quiz: Speech analytics technology

	EDITOR

Lauren Hoyt Take our new CRM survey.

MORE NEWS

Speech self-service speaks the language of savings
For companies like DirectTV and Orbitz, maturing speech self-service is improving customer satisfaction while decreasing call volume to the call center. (ARTICLE)

Text analytics fueling Voice of the Customer programs
Charles Schwab has begun using text analytics to mine its customer feedback. The maturation of text analytics is fueling these Voice of the Customer programs, experts say. (ARTICLE)

Can Oracle be 'social' with CRM?
At the Enterprise 2.0 conference, Oracle previewed its newest social CRM tool, but some question how quickly such a large company can adapt. (ARTICLE)

SaaS CRM integration: Is it still a deal killer?
Integration has always been a question mark with on-demand CRM applications, but third-party vendors, robust APIs and SOA are beginning to provide an answer. (ARTICLE)

Jigsaw offers corporate data free of charge, partners with SaaS CRM
Seeking to take on Hoovers, the user-generated contact database Jigsaw is offering corporate data free of charge and partnering with on-demand CRM vendors. (ARTICLE)

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