Simple Technique to Reduce Average Handle Time and Increase Customer Satisfaction in Your Contact Center

Chris Dellen

When I visit contact centers and bring up the metric, Average Handle Time (AHT), I receive many different reactions. In one camp, there are those that are completely focused on squeezing every drop of efficiency out of their contact center. In the other camp, there are those who don’t even bother to measure AHT because they want to make sure that agents are empowered to solve their customers’ problems, even if it takes hours (literally) on a call to do it.

6 Keys to Successful Chat Deployment in your Contact Center

Christy Green

Live chat is one of the best ways to get instant communication with a company. In a survey of 2,000 consumers for a 2014 Customer Service Benchmark report from eDigitalResearch, 26% of the survey respondents had used live chat to communicate with a brand within the last 12 months and satisfaction rates were high. 73% said they were 'extremely satisfied' or 'satisfied' with the level of service live chat afforded them. The findings also revealed that 30% of consumers expect live chat to be an option to contact a company.

The 3 Pillars of Workforce Management, Part 1

In my 20+ years of experience in call centers, I’ve learned that Workforce Management is the true backbone of the center. Almost every aspect of what happens runs through the WFM staff – including agent staffing, training, budgets, PTO scheduling and more.

I see Workforce Management in 3 very distinctive but inclusive parts of one another - the Real-Time Analyst, the Forecaster and the Reporting Specialists.

My 2015 Contact Center Non-Resolution Resolutions

Ruth Lochary

Happy New Year! I’m a little late to the party – but, it’s a new year for my 2015 blog posts! The time for resolutions has come and gone. Most resolutions made January 1 are dropped by January 31. So, why am I talking about resolutions? Because there are 3 things I want you to turn into habits for 2015. Don’t just make a resolution – make a commitment!

8 Steps to Make Your 2015 Contact Center Resolutions Stick

Christy Green

The start of a new year often brings new initiatives or other opportunities for transformation. But how often have you seen the effort not bring about the desired results, or even worse, fizzle out completely? How can we implement new processes and procedures and get the change to stick, and bring about the results we want?

The Powerful Benefits of Customer Experience Journey Mapping

Christy Green

Today, customer experience is at the forefront of company strategy across industries worldwide. According to a recent Gartner survey, 89% of companies surveyed plan to compete primarily on the basis of the customer experience by 2016. However, fewer than half the companies surveyed rated their customer experience as exceptional today, but two-thirds expect it to be so in two years. In order to thrive in today's customer empowered environment, companies need to deliver the best customer experiences when, where and how customers want it.

Cybersecurity Awareness in the Contact Center Environment

Carla Kraus

As CPI’s Facility Security Officer, I’m required to take training classes on an ongoing basis. I recently completed a course on Cybersecurity Awareness. I came away with several key tips that can be applied within the framework of how we conduct ourselves in the “cyber” world.

Usually our blog posts focus broadly on contact center operations - centered on improving efficiency, increasing customer satisfaction, and even generating revenue. However, in light of the recent cyberattacks on Chase, Target, and Home Depot, this information is not only relevant to you as a consumer, but also relevant with the type of scrutiny your reps will receive by your customers as they discuss sensitive information.

The Power of Knowledge Management in Customer Service

Steve McKinney

I’m almost out of breathe from running.  No, I haven’t suddenly taken up exercise, although I need to! Rather I’m running from roof top to roof top yelling at the top of my lungs, “Get your Knowledge Management in place." 


CPI Revamps Panera Bread's Agent Desktop - Improving Agent Handle Time by 50%

Chris Dellen

One of the biggest measurements of success we have at CPI is when we have the opportunity to help our customers raise the bar, do something innovative, and sometimes even help them revolutionize their industry.


Agent Desktop: the Contact Center's Secret Productivity Killer

Chris Dellen

I have been sitting in contact centers for years listening to calls, crunching numbers, speaking with everyone from CEO’s to agents. I am continually amazed at what is on an *agent's desktop.

On average, I see agents tabbing, clicking and dragging between 10 - 20 unique programs and windows (databases, CRM's, websites, Excel documents, binders, sticky notes, printed emails, and even shouting over their cubes to their colleagues) to get the answer their customer needs. It is a situation that is right in front of our noses and yet the challenge persists.