Contact Center | CPI's Blog

Do You Have a Digital Customer Experience Strategy?

Christy Green

I just read an interesting article in Computerworld about the disruptive force of the digital business model. According to Michael Porter, a leading authority on competitive strategy, “In any industry, whether it is domestic or international or produces a product or a service, the rules of competition are embodied in five competitive forces: the entry of new competitors, the threat of substitutes, the bargaining power of buyers, the bargaining power of suppliers, and the rivalry among the existing competitors.”

What is Your Contact Center's Revenue Attribution/Contribution?

Chris Dellen

One of the most interesting areas in analytics these days (at least for me) is determining revenue attribution – or what specific actions an organization takes that actually impacts revenue. Today, most of the credit goes to marketing or sales, but in all honesty, that’s only a piece of the complete story and business units such as the contact center aren’t getting the revenue recognition that they truly deserve.

3 Tips for Your Contact Center Mobile Strategy

Christy Green

I have the habit of checking my email on my phone in the morning before I get up (I know, I know, all the experts say you’re not supposed to do that, but I do it anyway). This morning I had an email from one of my favorite retailers about an interesting sale.

Customer Service is the New Marketing

Steve McKinney

“Treat your customers as if they were newspaper reporters; this is the new mantra for savvy companies of all sizes.” - Forbes.com

Think about that statement. What makes you gravitate towards a particular brand, product or service? With access to more affordable technology and companies investing heavily in data analytics and insights, that differentiator is going to become a norm and companies attracting customers to their brand, product or service are ones who can provide the best customer experience both in a digital and non-digital context.

Inbound Email Best Practices for Your Contact Center

Steve McKinney

Many organizations today are flooded with customer emails. These are important communications from your customers but tracking and responding to them can be taxing and straining for resource-strapped contact centers.

Learn how to efficiently take advantage of the treasure trove of information that comes into your contact center every day through email - plus how to report on it, manage it, and deliver the experience that your customers have come to expect.

Here is a recent webinar where I shared my personal experiences on how the best companies around the world are handling inbound email in their contact centers.

Avoid Customer Servitude - Part 3

Christy Green We’ve been talking about the importance of providing a superior customer experience by making it easy for your customers to work with you. In my last two posts, the first 6 steps I outlined were focused on setting up web self-service and properly optimizing your site to give customers an omni-channel experience. Today’s suggestions are about tracking and measuring, which are equally important, but often overlooked!

Video: Meet Gen Y - An Intriguing Customer Service Presentation and Panel Discussion

Chris Dellen

Did you know that by 2017, Gen Y will outspend Baby Boomers? This year alone in the U.S., Gen Y will collectively shell out $240 billion. That incredible buying power from such an intriguing generation poses unique challenges for contact centers. How do we provide quick, personalized service to Gen Y? And which communication channels should we be using to serve them? These are real questions that you’re likely struggling with in your contact center. And if not yet, you will be soon!

How to Avoid Pitfalls in your CX Contact Center Overhaul

Christy Green

Improving customer experience is top of mind for most companies these days, but how do you do it? Where do you start?

Considering that consumers are adopting new technology at a faster rate than businesses, and that leveraging new technology will likely be the cornerstone of many CX improvements, the challenge is how to maximize your investment, while also making sure you deploy solutions that are seamless. The book Eight to Great offers some sound advice, based on the experience of thousands of companies around the world.

The Omni-Channel Contact Center

Christy Green

While traveling recently, I had to call my credit card company to notify them that it was actually me making those charges outside the country. After wading through their IVR, I put in the requested info to identify myself. Then I was transferred to an agent. Guess what the first thing was I had to do? Provide the exact same info I had just input. That agent couldn’t help me because I was traveling internationally, so they had to transfer me. When I reached the second agent….you guessed it, I had to start all over. All this while making an international call. Unfortunately, this type of transaction wasn’t even an option on their website.

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.