3 Simple Steps to Build an ROI for Your Customer Experience Projects

Chris Dellen

It happens time and time again, and never fails to break my heart. The customer experience executive proposes a project that will improve customer satisfaction by 10-15%. The executive team commends the individual on their incredible work, but then the sales executive presents his proposal. If his initiative is funded, he projects to drive an additional $4 Million in sales.

You know how this story goes. Perhaps you’ve been in a meeting similar to this.

10 Key Takeaways that Could Rock Your Contact Center's World

Chris Dellen

In the past 3 weeks, I have had the opportunity to listen to experts from around the world discuss where contact centers are headed in the next five years. During that time I have traveled over 2,500 miles on planes, trains, and automobiles; consumed 27 cups of Starbucks; and sat through 44 sessions from industry experts.

I’ll present more detail surrounding each of these in subsequent blog posts, but for now, I hope you take a second and think about how these will impact your contact center.

Here's' what I have learned:

10 Tips to Managing Inbound Emails in Your Contact Center (Part 2)

Chris Dellen

As I mentioned in my last post, inbound email can be one of the most inefficient, disorganized and unmeasured channels of communication in the contact center.  

Here are the final 5 tips to help you reign in and better manage those inbound emails.


10 Tips for Managing Inbound Emails in Your Contact Center (Part 1)

Chris Dellen

Inbound email can be one of the most disorganized, inefficient, unsupervised, and unmeasured communication channels in the contact center. With our customers’ expectations climbing at an unprecedented rate, it is a communication channel that can’t be left behind. 

Through experience and research, I have discovered 10 effective ways to help contact center supervisors overcome the inbound email challenge. 

High-Tech, High-Touch Customer Service

Ruth Lochary

You Need to Read This!

I’ve never told folks who read our blog that you have to do something. I’ve made suggestions, recommendations and hopefully, a few thought-provoking statements. But this time, I’m telling you. You need to read the book “High-Tech, High-Touch Customer Service” by Micah Solomon. 


Culture vs Strategy in the Contact Center

Steve McKinney Have you ever heard the phrase, “Culture eats Strategy for breakfast”?  What does this really mean, and is it something you should worry about?

Queued IN Event Recap: How to Create a Successful Multi-Channel Roadmap for Your Contact Center

Chris Dellen In today’s high-tech world, there are multiple ways our customers can reach out to us—Twitter, Facebook, email, and the telephone just to name a few. With so many options, how do we know which channels to use?

The Power of Customer Experience, the Contact Center’s Growing Influence, New Years Resolutions and a Few Stats that will Blow Your Mind.

Chris Dellen

Do you know what has become #1 investment priority by CEOs is? If you guessed Customer Experience Management, you are exactly right. Why is that?

Last year my wife and I decided to save every single credit card offer we received throughout the course of the year. There wasn’t any rhyme or reason beyond the fact that we were just curious as to how many we would receive.

Contact Center Association Conference 2013 Wrap-Up

Ruth Lochary It’s been a great week at the Contact Center Association’s fall 2013 conference.  As I’ve been blogging all week, many discussions have surrounded people – our agents and our customers.  I have a couple of closing thoughts.

The Next Generation of Customer Experience in Your Contact Center

Ruth Lochary The Contact Center Association fall, 2013 conference had another great day of sessions today.  I’ve been trying to bring you a taste of the different things I’ve been hearing in the sessions I’ve attended.  However, today, one of the sessions I attended today was SO very good that I wanted to just focus on that for you.