By: Steve McKinney On: April 16, 2013 In: Contact Center Comments: 0

By 2020, the customer will manage 85% of the relationship with an enterprise without interacting with a human. (Source –Gartner). Who hasn’t heard the term “look where you’re going”, usually referring to someone who isn’t paying attention. In the case of 2020, and Gartner’s prediction, the phrase takes a different […]

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By: Chris Dellen On: October 12, 2012 In: Contact Center, Queued IN Comments: 0

We, at CPI, are thrilled to be hosting a new quarterly Lunch & Learn event, Queued IN, for contact center professionals.  There are so many exciting things happening right now in the contact center world.  We want to help give you an edge with powerful and current industry information to […]

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By: Chris Dellen On: May 15, 2012 In: Contact Center Comments: 0

Guest Post by: Roger Collings, Managing Director of RDC Communications Ltd in the UK and a telecoms consultant specializing in business VoIP. In today’s business world, customer service is of paramount importance and a number of organizations turn to in-house or third-party contact centers to deliver the same. While the […]

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By: David Currier On: April 19, 2012 In: Contact Center Comments: 0
By: The CPI Team On: April 09, 2012 In: Contact Center Comments: 0

CPI enabled the SBHC contact center to provide extraordinary service to Super Bowl fans from around the globe. CPI was honored to be on the team with the SBHC Control Center to ensure that the fans could get quick and easy access to all of the resources that Indianapolis had […]

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By: Chris Dellen On: March 16, 2012 In: Contact Center Comments: 0

One of the biggest challenges I see in the IT world today is the inability for techies/analysts/managers to be able to make meaningful change happen in their organization.  The typical story goes something like this, in a moment of brilliant insight; you come up with an idea to make a […]

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By: Chris Dellen On: November 18, 2011 In: Interactive Intelligence Comments: 0

I had the pleasure of listening to technology visionary Don Brown, M.D. (Founder and CEO of Interactive Intelligence) speak on the future of customer service at the Indiana Chapter of SOCAP International on September 22, 2011. Below are my takeaways from his presentation. Bottom Line – Customer Service as we […]

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By: David Currier On: October 22, 2011 In: Contact Center Comments: 0

In many cases, the first thing a customer hears when calling into your phone system is a recorded prompt – perhaps something like “Thank you for calling XYZ! For sales, press 1. For support, press 2.” This relatively simple prompt creates a first impression of your organization that may be […]

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By: David Currier On: October 17, 2011 In: Contact Center Comments: 0

Something important crashes to the floor from the desk in the rush to get to your phone for the executive conference call you were supposed to join three minutes ago. After looking up the number and quickly punching it into the handset, you hear “bee-Bee-BEE. Your call cannot be completed […]

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By: David Currier On: August 10, 2011 In: Contact Center Comments: 0

A quick Google search for call troubleshooting tips returns a few possible first steps: Everything is true, look for what isn’t Keep an open mind Maintain complete objectivity] Trust your data But my favorite is “Assume nothing.” Today, my wife called me on my cell phone just as I was […]

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