Communications | CPI's Blog

Avoid Customer Servitude - Part 2

Christy Green

Last time, I cautioned about turning your customers into indentured servants by making them have to work too hard to get the information they need when contacting your company.

One of the most important things an organization can do for their customers is help them save time. People want to get what they need quickly, in the manner in which they want to get it, then move on with their life. More than likely, browsing your website for 15 minutes to find the information they need, or waiting on hold to speak with a customer service representative is not considered one of their favorite hobbies!

How to Design Good Call Flows

David Currier

Often, the first interaction that customers have with your company is with your phone system, and a good first impression is critical to the relationship with these customers. This requires great, well-designed call flows. There are many articles, videos, and classes devoted to this subject.

They cover topics such as the following:

Unifying Communications Throughout the Value Chain

Chris Dellen Unified Communications is a somewhat abstract term that is used in the IT world to describe the linking of several different types of communications together such as your phone, email, instant message, faxing, video conferencing, mobility and most important of all presence (the ability to see the “status” of another person such as “away,” “in a meeting,” “on the phone,” “available,” etc.)

Where are You on the Technology Continuum? Are You a 1, 2, or 3?

Chris Dellen How do you know whether to buy the most expensive cutting edge technology… or, less expensive, slightly outdated technology? Do you have answer for your organization?

9 Ways to Stop Irritating Your Customers With Your Business Phone System

Christy Green Technology is a beautiful thing and it can help your company be more efficient, productive, organized and profitable – BUT it can also alienate your customers.

Have You Been to Sales Training Recently? Are They Getting it Right?

Jeff Dean A colleague of mine told me about a recent sales training that had a key point of befriending the gatekeepers, which has a place when there is a gatekeeper, but a very insightful sales person recently conveyed a truth about the evolving world, “there are no gatekeepers any more.”