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8/31/2010	With the addition of wireless technology in the contact center for agent phones, we have agreed to a pilot project of deploying wireless phones to 20 agents. While being mobile is a benefit in that the agent can be reached when not at their desk, we see a trend where agents now tend to take advantage of mobility more than we anticipated. Has this been an issue for other contact centers and if so, have you seen any policy/procedure standards related to minimizing agent mobility within the contact center? Please let us know what is happening.
8/31/2010	We�re installing contact recording for our IP agents. What are the benefits and drawbacks of a recording solution that records calls by installing the recording software at the agent PC, versus deploying recording servers that record the agent calls and screens at the network level?
8/31/2010	Is it beneficial to allow agents to bid for shifts? If yes, what are the benefits? I find it to be more administrative work within my workforce management (WFM) solution.
8/22/2010	We�re migrating our on-site TDM ACD to a virtual contact center provided by a network service provider. What are some guidelines to help us do this right?
6/6/2010	What do you see as best practices concerning allowing customers to leave messages in voice mail if there are no agents available? Is it different "during the day" than "after hours�?
6/3/2010	What are the questions most frequently asked in a call center agent interview?
4/3/2010	What is the actual definition of shrinkage? How is shrinkage different than attrition? Is there any universal formula available to calculate shrinkage and attrition? If not, which is the easiest formula to use to calculate attrition and shrinkage?
3/25/2010	I want to start a home-based call center. Can you give me some advice for getting started? What can I expect in terms of start-up costs? And how can I find companies that might want to outsource to my business?
3/18/2010	What is the actual definition of shrinkage? How is shrinkage different than attrition? Is there any universal formula available to calculate shrinkage and attrition? If not, which is the easiest formula to use to calculate attrition and shrinkage?
3/17/2010	Would it be too wrong and what would be the extent of the error to treat emails like calls in an erlangC calculation in the long term personnel planning of a contact center blending inbound calls and emails/fax? (SLA calls 60/30; SLA mail 12 hrs; volume of mail is about 20-25% of total contacts.) Can we use the same service level parameter for the email portion as for the calls?
12/9/2009	A new quality assurance department was recently started in my contact center. We are having conflicts where supervisors disagree with the evaluation and scoring of agents on their teams conducted by quality assurance analysts. What suggestions can you give to address this situation?
12/8/2009	We are currently using a call center billing model that is based on the number of hours of calls we make in a month, on a cost-per-hour basis. Our client now wants to adopt a charge-per-call model that will, to a large extent, suit them profit-wise. My boss wants a counter-proposal that will suit us, with this counter-proposal also as a charge-per-call model. What would you suggest?
12/2/2009	How can I define the intangibles on a return on investment (ROI) for quality monitoring in our contact center?
11/30/2009	Is there a tool/spreadsheet that you would recommend for calculating staffing given different metrics? I am sure there are many, but thought I would check with you as to one that is convenient and reliable.
11/20/2009	I am a supervisor, Six Sigma Green Belt and former COPC Registered Coordinator. In my call center we have many items we require our agents to know on the QA form. Some of them are client requirements, travel requirements, efforts to evade costly defects, sales and soft skills. How many requirements can we or should we require of our adult learners? Is there a minimum or a maximum you have found? Thanks so much for your assistance.
11/12/2009	Can you please give me an example of how to develop an action plan for agents after quality assurance monitoring?
10/14/2009	We are in the process of implementing a workforce management system and utilizing more flexible scheduling. What suggestions can you give as to rolling this system out to agents and soliciting more open availability from them?
9/18/2009	We are in the process of implementing a workforce management system and utilizing more flexible scheduling. What suggestions can you give as to rolling this system out to agents and soliciting more open availability from them?
9/16/2009	What are the questions most frequently asked in a call center agent interview?
8/12/2009	Can you give me some guidelines to use on performing QA for At-Home agents?
7/14/2009	What are some of the psychological, biological and/or medical challenges call center agents working the night shift face, and how can we be better prepared to handle these challenges?
7/2/2009	Can you suggest some techniques for helping call center agents to re-focus chatty customers so that agents can be more efficient in addressing the reason for the call?
4/16/2009	What is best practice in terms of QA to Agent ratio and how is worked out?
4/14/2009	I am researching a pay-per-call approach for a 12-person at-home and in-office call center. Can you tell me a little bit about the different types of pay-per-call approaches and which are most effective?
4/13/2009	Are employees in a call center allowed to have personal wireless phones in their possession, or is this prohibited by the FCC? What other federal laws govern the call center business?
1/27/2009	What is your opinion of open source software in the call center? How can a large call center with multiple locations benefit from this sort of model? We are considering it but have some concerns about data security, and we aren't too familiar with many of the vendors.
1/26/2009	My call center is considering hiring work-at-home agents. Can you provide any sample work-at-home agent agreements that outline the accountabilities of the agent and the company? We want to make sure we have everything covered.
1/10/2009	What is the impact of introducing self-service applications on call center agents? Does it impact the profiles, average handle time, number of calls handled, etc?
11/25/2008	Do you have any recent statistics on the % of customers who complete post call surveys? Also, how indicative are the survey results of the true satisfaction of the customer?
11/13/2008	Can you offer any tips or techniques for refreshing our call center agents during the day? Many of our agents are suffering from the monotonous nature of the job and turnover at our call center is very high.
10/22/2008	Can you offer any tips or techniques for refreshing our call center agents during the day? Many of our agents are suffering from the monotonous nature of the job and turnover at our call center is very high.
10/6/2008	I want to know about the advantages and disadvantages of shift and roster swapping of agents in call center. In addition try to give me a guideline for implementing swapping in a call center.
9/16/2008	Is it a good idea to deploy auto-answer/auto-response technology in the call center? How often does this technology misinterpret customer inquiries? We are concerned with whether or not the technology will alienate our customers.
9/15/2008	How can we help our call center agents deal with the emotional strain of the calls they are taking so that they can still handle each one with the appropriate amount of empathy and professionalism? In back to back calls, our agents might speak to a parent who is crying because they have lost their child and then a caller who is irate because they haven't received a check. By the end of the day our agents are often an emotional wreck. Is there anything we can do to help them handle call center stress?
8/24/2008	What are the most effective Retention Strategies to fight agent turnover in an inbound and outbound call center?
7/31/2008	I'm interested in getting a job as a remote call center agent. How do I go about finding remote call center job opportunities? Are there any specific websites or companies that can help me with my job search?
7/20/2008	Are there any studies that discuss the retention percentage increase for going to remote agents?
7/10/2008	We are a call center outsourcing firm based in India. We are planning to expand our business and are looking for new clients who can outsource their projects (inbound or outbound) to us. What is the best way to solicit new clients and projects?
7/6/2008	Any benchmark or equation is best to calculate the IT support resource for the technology infrastructure and desktop application of call/contact center? E.g. based the maintenance & support effort in hours against the number of seat?
7/1/2008	How do I reduce absenteeism in my contact center?
5/31/2008	I am a Senior Quality Assurance associate at an insurance processing center. I would like to find out more about new ways to conduct effective audits on processes of operations.
5/20/2008	I am looking for a job as a call center agent, and I'd like to prepare for the interview process. What type of questions will be asked, and what skills will the interviewer be looking for? Any advice you can share would be appreciated.
4/29/2008	I run a multi-site environment with two locations. We use a hosted service contact center for disaster recovery. I am fairly confident that in an emergency we could have our calls forwarded to the hosted provider and have our agents log in to take calls. What else should I be concerned about to make certain that we can function at a similar service level as we do today?
4/22/2008	I work for an outbound call center that calls people with debt and presents them with the opportunity to refinance. My problem is, as soon as I get the customer on the phone and begin explaining our process, they hang up. What can I do to get them to stay on the line?
4/7/2008	We currently have rotating 12-hour shifts and are looking at options to move to 8-hour shifts. I would like more details on what benefits there are to an 8-hour shift, if any.
4/7/2008	What are the pre-implementation problems of CRM?
4/7/2008	Are there any performance issues before and after installing the CRM?
4/7/2008	What processes are right for the business development team?
4/7/2008	What are the post-implementation problems of CRM?
3/27/2008	How and why do call centers use courtesy calls? Can you provide some examples of courtesy calls? Are those calls monitored for quality as other calls would be?
3/26/2008	Our call center is constantly expanding and we are always looking for more space. Is there a software solution that can be used for large call centers to help keep track of vacant workstations? I am looking for software that would allow me to see how many seats are vacant at a certain time and where they are located in the building.
3/25/2008	I would like to know your own point of view about the challenges facing the contact center industry in emerging markets like Egypt. What are their opportunities to book their place in the global call centers map?
3/5/2008	I am starting a home-based call center. Can you give me some advice for getting started? What can I expect in terms of start-up costs? And how can I find companies that might want to outsource to my business?
2/22/2008	How can we motivate our technical call center agents to up-sell products when they were originally recruited for a technical support position?
2/21/2008	I am a senior quality assurance (QA) compliance and quality specialist in a call center department of a healthcare company that handles calls for small business groups (we deal with health insurance coverage). We review the underwriting and re-certification processes as well as the calls that come in. I want to start running quarterly training sessions for our QA analyst staff members. I don't want to re-teach them their job, so what other training topics would you recommend?
2/19/2008	We are an outbound sales development call center. We are getting into new product lines and thus we'll need new lists to prospect into. Do you have any suggestions on where to purchase call center lists?
1/17/2008	Can you provide me with tips and techniques for achieving top utilization of my call center staff without burning them out?
1/17/2008	How can I streamline the communication process between call center agents and the internal help desk and reduce help desk average handle time (AHT)?
1/8/2008	My company is considering running our call center operation 24/7. We plan to modify current shift schedules to address weekend hours and may use remote agents for after hours support. We are also considering shift rotation or contract help to cover the additional hours � what do you recommend?
1/8/2008	My company is considering running our call center operation 24/7. We plan to modify current shift schedules to address weekend hours and may use remote agents for after hours support. We are also considering shift rotation or contract help to cover the additional hours � what do you recommend?
12/11/2007	What is the best way to manage a constant flow of hiring and training in the call center? Our call center is on a continuous hiring cycle and our new hire training is five weeks long. How do we manage this and achieve the maximum benefit for both human resources (HR) and the call center?
12/11/2007	What is the best way to manage a constant flow of hiring and training in the call center? Our call center is on a continuous hiring cycle and our new hire training is five weeks long. How do we manage this and achieve the maximum benefit for both human resources (HR) and the call center?
12/5/2007	We would like to coach our remote call center agents by having them listen to recordings of their calls. Is there any call center recording technology available for this?
12/5/2007	From a quality monitoring standpoint, what are the top three things we should be measuring?
11/20/2007	Need to know the method contact centre could adapt to calculate seat requirement once the long term plan has been developed. Furthermore, we�re looking for an effective method to calculate seat utilization.
11/20/2007	I am working in Warid Telecom as manager Inbound bound. We have 60 agents and on avg. we have received 4200 calls per day. But most of time agents remains idle so our idle time (Avg. 5-6 Hrs) remains a big factor for us. Now my question is how we minimize these idle time?. Or how we effectively handle this issue? And which are the factors that directly close to this issue.
11/5/2007	What qualities should a team leader display to be recommended as a future call center manager?
11/5/2007	What's the difference between speech recognition software and voice tags?
10/25/2007	My question is whether a contact center department should be under the supervision of Marketing or Operations? Plus, what can a contact center do for a construction retail store?
10/21/2007	I work in a center that provides detailed quality packs to some of our clients each month. The question I have is what is the industry standard ratio of calls that should be monitored per client? Is it 10% of all calls? 5%?
10/8/2007	Need to know the method contact centre could adapt to calculate seat requirement once the long term plan has been developed. Furthermore, we�re looking for an effective method to calculate seat utilization.
9/24/2007	How can we ensure call center quality calibration in multiple languages? We want to make sure that the evaluators or supervisors in each language are scoring about the same for the same brand or product they are supporting.
9/18/2007	My inbound call centre deals with betting products. The lull periods are very lengthy and the peaks are short bursts, within 5 to10-minute periods when sales closings are near. The main issue is that customers are not calling in to place their bets even though our lines are open at 8am. Our customers tend to call in during those final moments of sales closing. For example, If a sales an event closes at 2.40am customers are calling in during the last 10 minutes before 2.40am. Thus my abandon rate shoots up during that period. My concern is the rostering of agents to man my betting hotline. They are casual staff who are paid hourly. Their productivity, as you can guess, is very low. They actually worked less than 10% of the total login time! How can I turn this situation around?
9/18/2007	Currently we use a pay-for-performance program at my company. We review our staff every month, and 90% of their review is based on call quality. Each call center agent is given a level (1, 2 or 3) that has a rate of pay attached to it. They must maintain that level for three months to receive the pay attached to that level. For the reps, that could mean an increase or a decrease if their performance doesn't meet the accountabilities for that level. Do you think the monthly reviews and the three-month level program is fair? We have been using this system for several years. I manage the customer service area of my company and think we need to change the time frame. What do you think? Should we continue to monitor and review every month, but change to every six months for a pay increase or decrease?
9/18/2007	I am working on a project for pricing hosted contact center solutions. I need to know what is the formula to calculate OPEX for a hosted contact center and what costs we should include to calculate OPEX? Also please let me know the formula to calculate TCO (Total Cost of Ownership).
8/29/2007	Is agent empathy in call centers something you can improve with scripting? I am especially curious about call center agents who deal with customer assistance in emergencies. Or is empathy something you need to work on by getting reps to "feel" more empathetic on the phone, which will translate into the entire conversation with the customer? What do you think is the best approach?
8/24/2007	I am familiar with the CIAC (Call Center Industry Advisory Council) call center manager certification, and I have heard that CIAC certification may soon be available for call center agents. But I am looking for certification for my customer service department as a whole. Does this exist? Is there something like a five-star industry standard certification that I can pursue for my department?
7/30/2007	How can we best evaluate the performance of the quality analyst in our call center?
7/23/2007	Where does a help desk supervisor fit into the call center staffing plan and how can this position best support the management team and the support desk?
7/9/2007	What are some important things to cover in a quality monitoring (QM) review of administrative work tasks, such as completing a work order or a trouble ticket? I can think of two: appropriate documentation and work order accuracy.
7/9/2007	As a quality assurance (QA) analyst, how can I help improve the agent performance of a call center agent who is consistently failing his/her daily evaluations?
7/6/2007	What call center technology is best for home-based or remote call center agents?
6/28/2007	I would like to have more information on training to be given to Call Quality Controllers and Total Quality Management Coordinators.
6/25/2007	I am starting in a QA position and I need some guidance on how to start the process in the call center.
6/20/2007	Can you please provide some guidance regarding call center marketing strategies?
6/20/2007	How can we measure the performance of an inbound call center of more than 200 agents?
6/20/2007	I am currently a regional manager for a group of call centers in different countries in Asia Pacific. Recently, I was told by my vice president that the top management is looking at centralizing all these call centers into one in Singapore, because they think it will be more cost effective and customer-centric. I don't really understand the rationale behind this. Will the centralization of all our call centers really cut costs? Wouldn't the toll-free, long-distance calls from other countries be more costly? How would this move benefit the organization in the long run?
6/14/2007	I was reading your article on the 14 best practices for managing remote agents. I have the following question � which is the best assessment for determining if an agent is a self starter?
6/8/2007	I recently started as a trainee in a call center, and it's my first customer service position. I am working the night shift in the call center and have found this schedule to be difficult. Do you have any tips for call center agents who work the night shift?
6/6/2007	What are the roles and responsibilities of an agent in an outbound call center?
5/29/2007	Can you suggest some cost-saving tips for running call center agent training on a shoestring budget?
4/27/2007	Do you have any suggestions for work that call center agents can do at their desks during off-peak hours? Our agents are working on inbound calls only in a secure area where they are not allowed to have even paper or pens at their work areas. I am new here, but I don't think employees sleeping at their desks is a best practice.
4/23/2007	Call center salary: How to reward agents based on a performance appraisal
4/10/2007	I am planning to outsource to a domestic call center. I am having difficulty framing my service-level agreement (SLA) and the outsource contract. Could you offer some advice or a service-level agreement template?
3/22/2007	We are a midsized, online travel company, and we are considering transforming our customer service and support department into a call center. Do you know where I could find statistics regarding the percentage of completed travel reservations against the total number of call-to-book calls for travel-related call centers? Can you offer other suggestions for starting up this type of call center?
3/15/2007	I'm researching call center behaviors, in particular how to deal with customers when discussing sensitive issues such as death of a partner or family member, divorce or registration as blind or disabled. Can you suggest any training programs, research material, sources of information about processes or scripts that have been generated to help call center managers deal with such calls?
2/26/2007	I was assigned to start up a quality monitoring (QM) department in my company. I have gone through the ground work of developing quality monitoring tools, conducting workshops, etc. There are more than 260 agents in this call center and only two quality assurance (QA) coordinators. We cannot listen to every agent's calls according to best practice standards. How can we work around this to still achieve the value add of quality assurance (QA) while we fight the battle to employ more QA staff to cope with the workload?
2/19/2007	We are an outbound sales development call center. We are getting into new product lines and thus we'll need new lists to prospect into. Do you have any suggestions on where to purchase call center lists?
2/14/2007	I am training for my first call center job and already there are a lot of things to take in. What are some common mistakes that first-time call center agents make, or some common areas of weakness?
1/29/2007	Can you provide some advice about call center agent desk sharing? Can this practice work? If so, what's the best process to introduce and implement call center agents sharing desks?
1/29/2007	I am looking for sample quality assurance (QA) forms that can be used in call centers for evaluating call center agent performance critically and objectively. Do you know of any resources I can use to find sample documents like this?
1/15/2007	I would like to know in your view is a team leader position replaceable in a call centre? If restructuring were to take place what would you recommend this position to concentrate on? What do you consider to be the key responsilities of a Call centre team leader? What other tasks and responsibilities can a call centre team leader take on that would add value to the business? Specifically target the answers to a mobile service provider call centre.
1/2/2007	What's your opinion about Siebel or SAP for real-time analytics? Which is a better analytics software? Are these the best call center software vendors for this area of analytics, or are there other vendors you can add to the list?
12/18/2006	As a call center manager, how can I motivate agents and provide variety and growth opportunities in a call center where quantitative load and pace are of grave concern? Most call center agents are suffering from exhaustion and most are unmotivated.
12/18/2006	Is there a way to identify which CRM software the Fortune 500 companies are using for their call centers?
12/5/2006	I'll be starting a small business development department for a finance company. The data we will be calling for comes from trust companies, such as a 5 ARM that is about to be due. Are these considered pre-existing business relationships for an outbound call center? Would this be considered warm calling? Can you provide advice for tackling this project? We will not be using a dialer -- our operation is small, with only six people.
11/13/2006	Our company would like to centralize customer service functions. Typically, what department within an organization has responsibility for a call center?
11/8/2006	We use an outsourced call center service to qualify the incoming business-to-customer (B2C) sales leads. We are now with our second call center service, and this one is as frustrating as the first. Both keep an unacceptable percentage of our calls on hold (20% for more than one minute). Both have trouble following our simple, but detailed, script. Our call center is an important element of our growth opportunity, and we really want to find a quality vendor who truly wants to partner with us. Can you offer some ideas for finding and selecting a vendor that "gets it?"
11/7/2006	How we can we get started with maximizing the efficiency, skills and motivation of call center agents? I am just looking for some basic suggestions.
11/4/2006	Can you explain the benefits of remote agents (outside of the obvious -- cost savings)? Can their performance be tracked using traditional methods? Do you have some numbers to make a case for this arrangement?
10/17/2006	Our call center does outsourcing work on behalf of many financial institutions. We are pressed to perform liability monitoring for quality management purposes, i.e., record all calls and retain for X number of days (typically 30). Is this becoming an industry standard? If so, in what area or type of call is this most prevalent?
10/2/2006	re Nuance and Speechworks currently the most widely used voice recognition technologies?
10/2/2006	I am looking for system integrators that provide call center software solutions, with a focus on outbound solutions. I have come up with a list that includes large players such as EDS, Accenture and CSC, and a couple of smaller ones like Dimension Data, Sykes and Indus. Can you tell me if I am missing any important players?
9/14/2006	Can you provide some pros and cons for hosted contact centers � I�d like to know what to expect and what to avoid.
8/2/2006	What percentage of a call center budget should go to training? My budget was cut significantly this year and I need to train a number of new agents � I'm not sure what's standard for training.
7/19/2006	I am looking for contact center software that would allow us to suggest products to a customer based upon his/her needs. For example, a customer we have already segmented into a cluster calls requesting certain information. The system would display to the customer service representative (CSR) information that we have previously collected about the customer, as well as what additional services (cross-sells, up-sells) we can offer to the customer. I am not familiar with the technology that exists today, so any insight, along with companies that successfully use this technology, would be helpful.
7/14/2006	I am looking for a software application to be used for recording and reporting on quality monitoring audits. I run a 150-seat center, and I am in need of something that allows me to store the quality ratings of my call center agents and gather useful reporting from the tool when needed. I would also like something that can be modified to fit the changes we make to our quality monitoring forms as our standards change over time. Do you have a suggestion?
7/11/2006	Why is the utility industry standard for First Call Resolution <3 days? Those of us in the customer service field know that a billing cycle can be anywhere from 28-31 days, which means a call cannot be assured of resolution until 30-45 days from original contact. Wouldn't it be in the best interest of the customers to measure Tier 1 service as <45 days?
5/2/2006	What are the main benefits/disadvantages of outsourcing my contact center? What types/sizes of contact centers should outsource?
3/11/2006	How do outsourcers charge for their services? What do outsourcers include in the cost/agent/hour? Is this the cost the outsourcer charges the client for their outsourcing services inclusive of agent, supervisor, telecom and all other costs?
1/9/2006	I�m working in on evaluating the performance of a number of operating Telecom call centers. I review numerous KPIs and there is usually more than one way to compute a certain KPI. My challenge is in: - Cost / Call (which items to include from OPEX/CAPEX�etc.) - 1St Call/Contact Resolution There are many ways to calculate each but I�m not sure which is the best and mostly used. I would appreciate it if you can share with me models, best practices or guidance for calculating these KPIs. Thank you.
11/7/2005	We�d like to know what metrics we should use to measure our contact center. We are an inside sales organization, servicing a combination of our own sales staff, customers and occasionally partners. We do not receive a large volume of calls, but we still want to measure our activity. Quality is important to us, and we�re not sure how to include quality in our metrics.
9/27/2005	What are best practices for deploying and servicing contact center systems?
7/19/2005	There is so much discussion today about multi-channel contact centers. Is this a necessity for enterprises? If yes, what technologies are required to build a multi-channel contact center?
5/18/2005	Thank you for your article telling us "What�s Hot in Contact Center Workforce Management" (ICCM Weekly, May 6, 2005). Could you elaborate on the performance management part? I appreciate systems that are able to look at activity and the actions/state of agents, but I was wondering about the performance of the non-people systems that affect performance. Such as, are ACDs being utilized or are users hanging up before completing their tasks? What about other abandoned situations and how do they get rolled into performance management? It will be interesting to see how the different vendors in the WFM area open their architecture to take into consideration ACD, CTI, IVR, Web chat and email, to name a few.
3/23/2005	I manage a call center with 75 agents in the US and I am looking into investing in quality management or surveying applications. Can you please tell me which of these applications is more essential?
1/15/2005	I've been struggling with the following issue for some time. We're receiving a lot of 'how to' questions through the tech support call center and the higher-ups believe these questions don't fall under the tech support contract; thus we should charge the customers for these specific types of questions per call. I would like to find out exactly how many of these questions are coming in, why they are coming in and what the exact subjects are to identify a pattern. Unfortunately, I've been asked to move straight to the 'how do we charge them' item. I've looked into a lot of companies and I have yet to locate a company that actually has both 'umbrella contracts' and 'per incident contracts'. I have a lot of red flags flapping around my head in implementing this (i.e. the poor customer service that could occur when a rep says "So sorry, I know the answer to that but in order for me to help you do that simple 'how-to' task, you must give me your cc number). Regardless, I've been assigned the task and need to find the solution. Do you know of any companies that are offering both types of contracts or can you give me any advice on how to design this type of contract separation?
11/15/2004	What criteria should we use to determine if our call center is successful? Please provide specific quantitative and qualitative measures for evaluating success.


	8/18/2010 - DMG Consulting Releases 2010 Contact Center Surveying/Feedback and Analytics Market Report; Surveying/Feedback Implementations Increasing, Contact Center Teaming with Other Business Units to Share Information
	8/4/2010 - DMG Consulting Releases 2010 Hosted/Managed Service IVR Market Report; Revenue Steady Through 2009, Balance of Power Shifting to Hosted/Managed Service Solutions


	8/31/2010 - Contact Center Best Practices: Using Training to Achieve Enterprise Goals
	7/27/2010 - Improving Back-Office Productivity and Quality with Workforce Management
	7/7/2010 - Social Media: Guide for Building a Customer Support Strategy


	7/15/2010 - Helping your IVR Realize its Potentia (CRMXchange.com)
	7/1/2010 - The Siebel Effect�And Its Survivors (destinationCRM.com)

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