By: The CPI Team On: July 11, 2011 In: Contact Center Comments: 0

We are pleased to bring you a guest blog post today. This article was written by Lori Bocklund, President of Strategic Contact. The article was originally published in the July 8 edition of the National Association of Call Centers “In Queue” newsletter. Lori is a leading expert in the Contact Center […]

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By: The CPI Team On: June 29, 2011 In: Interactive Intelligence Comments: 0

Here’s an important announcement we received this week from Interactive Intelligence: “Interactive Intelligence Customer Interaction Center® (CIC) 2.4 and Enterprise Interaction Center® (EIC) 2.4 products were scheduled to reach end of life (EOL) on June 26, 2011. Interactive Intelligence has extended the EOL date to December 31, 2011. ‘End of […]

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By: The CPI Team On: June 27, 2011 In: Interactive Intelligence Comments: 0

Interactive Intelligence released SU12 for its CIC 3.0 platform on Friday. We wanted to get a quick blog post out to let you know what you will find in SU12. Here are some highlights: For Interaction Process Automation (IPA) The product has been enhanced to support multi-page work items. This […]

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By: Chris Dellen On: June 23, 2011 In: Contact Center Comments: 0

It wasn’t very long ago that I was shopping for a very specific product and learned that a specialty retail outlet had just what I needed. Three days later, I had an opening in my morning schedule, which made it possible for me to go and pick it up. I […]

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By: The CPI Team On: April 25, 2011 In: Contact Center Comments: 0

I am in training to run the Indianapolis 500 Festival mini-marathon this year. I’ve never run a half-marathon before – actually, I’ve never run anything before. A friend asked if I would join her in this adventure and, in a moment of weakness, I agreed! There have been lots of long […]

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By: David Currier On: April 12, 2011 In: Interactive Intelligence Comments: 0
By: The CPI Team On: April 01, 2011 In: Contact Center Comments: 0

Call center leaders are always measuring something. We’re buried in data and reports. One of the things we struggle to measure is “CSat” – customer satisfaction. We try post-call surveys to assess this; but privately, I think most of us would admit that we’re not sure those reports really amount […]

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By: The CPI Team On: March 24, 2011 In: Contact Center Comments: 0

The Contact Center 2011 conference continued on Wednesday. Many more great speakers presented. Here are a few of the highlights I picked up from the day. Change thought for the day: “Home agents – if you’re not doing it, do it. If you are doing it, it’s time to expand it. […]

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By: The CPI Team On: March 23, 2011 In: Contact Center Comments: 0

Tuesday was the first full day of the Contact Center Conference and Expo 2011 in Nashville, Tennessee. I’ve met a wonderful variety of contact center staff and leaders and I had the opportunity to attend several excellent sessions. I could write for a long time trying to recap the various sessions, but […]

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By: The CPI Team On: March 22, 2011 In: Contact Center Comments: 0

We hear so much about customer satisfaction, but is “satisfaction” enough? Moving a step beyond to delighting – even astonishing — our customers helps build loyalty that keeps customers coming back. What does it take to create an astonishing experience? I had one of those experiences recently and I saw […]

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