Contact Center | CPI's Blog

Are There Data Monsters Hiding in Your Contact Center?

Today, call centers all over the world use CRM’s, spreadsheets and databases of every make and model to collect data. I am sure you can relate. There are as many options as there are car brands. At a basic level, these tools serve the same purpose - Data! This ever-increasing need for data continues to grow and evolve at a rapid pace.

64% of Consumers Prefer Texting Over Voice – Are you ready?

Christy Green

Do you want to make it easier for your customers, especially millennials - now the nation’s largest living generation - to do business with your company? If so, you should consider adding texting to your customer service and marketing mix.

How Does the Agent Experience Affect the Customer Experience?

Does AX=CX?

In a recent conversation with a customer, I was asked this question, "Is there any way to add some pizzazz to the agent workspace?” The short answer to the question is of course, “Yes."  

Web RTC and the Transformative Impact on Future Real-Time Communications

Chris Dellen

What is Web RTC? Simply, Web RTC stands for "Web Real-Time Communications." In other words, it is an open framework for the web that enables real-time communications in a web browser. Currently, Web RTC is supported in Chrome, Firefox, Opera, Android, and iOS.

Does your Contact Center Technology Irritate your Customers?

Christy Green

Embracing new technology can be a great strategy for your business. It can help you attract and retain customers and increase revenue. There are many excellent solutions that can dramatically improve customer experience. But a note of caution, those same solutions, if deployed improperly, can provide the exact opposite results.

Preseason on the Field and in the Contact Center

As the summer begins to wind down, kids are going back to school, the air conditioning spends less time on, and preseason football is in full swing.

The Office Olympian

Like many people around the world every night this week I have been drawn to my television to watch the Olympics. How every 4 years I can be drawn into watching sports that I show little interest in other than on a 4 year interval is beyond me.

What Happens to Your Customer Surveys - Management Metric or Transformational?

Chris Dellen

Recently, I led a CX journey mapping session for a client. I was helping them map their customer survey process. For many organizations, this is a giant black hole.

5 Steps to Improve Technology Adoption in Your Contact Center

Christy Green

I got a new laptop for work a month or so ago and it came with Windows 10 and Office 2013. I’m sure there are some fantastic new capabilities that came along with that upgrade, but…. it’s different. Different enough that some of the functionality that I used without even thinking about in the past is now something I have to figure out how to do, and that’s frustrating. To me, not only is it different, but I can’t see anything that seems better.

Do Customers Really Want to be Delighted?

Christy Green

For years we’ve been reading about the necessity of delighting our customers. The definition of delight is “to give great pleasure, satisfaction, or enjoyment; to please highly.” I’d say creating the state of delight is a high bar, and often unachievable because delight is subjective.