Queued IN | CPI's Blog

3 Questions to Help Enhance Your Chat Strategy

Too many chats is like having too many drinks - it’s best to know when to say “stop." In the modern omni-channel contact center environment, there is pressure to provide all channels to all customers. Mix this with the need to mitigate the labor requirements and you have contact center leaders trying to keep cost down by targeting the channel with the lowest cost.

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.

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.

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?