3 Simple Steps to Build an ROI for Your Customer Experience Projects

Chris Dellen

It happens time and time again, and never fails to break my heart. The customer experience executive proposes a project that will improve customer satisfaction by 10-15%. The executive team commends the individual on their incredible work, but then the sales executive presents his proposal. If his initiative is funded, he projects to drive an additional $4 Million in sales.

You know how this story goes. Perhaps you’ve been in a meeting similar to this.

10 Key Takeaways that Could Rock Your Contact Center's World

Chris Dellen

In the past 3 weeks, I have had the opportunity to listen to experts from around the world discuss where contact centers are headed in the next five years. During that time I have traveled over 2,500 miles on planes, trains, and automobiles; consumed 27 cups of Starbucks; and sat through 44 sessions from industry experts.

I’ll present more detail surrounding each of these in subsequent blog posts, but for now, I hope you take a second and think about how these will impact your contact center.

Here's' what I have learned:

Insights to Jumpstarting your Customer-Facing Knowledge Base

Chris Dellen

Building a customer-facing knowledge base is one of the easiest and quickest ways to improve customer satisfaction and reduce the number of calls that come into your contact center. Added bonus: the impact can be immediate. For those getting started on building a knowledge base from the ground up, it may seem like a large task to pull together the “knowledge” itself. I will share a few insights to get you started and to save you a ton of time.

If you already have a customer-facing knowledge base, I believe you'll find a couple of these insights helpful too.

Quantifying the Impact of Good Customer Service

Christy Green

These days, most goods and services are commodities, making product differentiation a challenge. However, top companies are realizing in this customer-centric era, the best way to differentiate their company is by the experience they deliver to customers, not on the products they sell.

Is it Time for Spring Cleaning in Your Contact Center?

Ruth Lochary

I admire people who do spring cleaning. I barely have time for “regular” cleaning – let alone the super-enhanced “Spring Cleaning.” I think, “If only I could get “Spring Cleaning” done with some help and without a big hassle.” Sigh….

When was the last time your call center revised your auto-attendant script? Does the thought of that remind you of “Spring Cleaning” – a big job that takes forever? I have two ideas to help you get this job done easily.


10 Tips to Managing Inbound Emails in Your Contact Center (Part 2)

Chris Dellen

As I mentioned in my last post, inbound email can be one of the most inefficient, disorganized and unmeasured channels of communication in the contact center.  

Here are the final 5 tips to help you reign in and better manage those inbound emails.


10 Tips for Managing Inbound Emails in Your Contact Center (Part 1)

Chris Dellen

Inbound email can be one of the most disorganized, inefficient, unsupervised, and unmeasured communication channels in the contact center. With our customers’ expectations climbing at an unprecedented rate, it is a communication channel that can’t be left behind. 

Through experience and research, I have discovered 10 effective ways to help contact center supervisors overcome the inbound email challenge. 

High-Tech, High-Touch Customer Service

Ruth Lochary

You Need to Read This!

I’ve never told folks who read our blog that you have to do something. I’ve made suggestions, recommendations and hopefully, a few thought-provoking statements. But this time, I’m telling you. You need to read the book “High-Tech, High-Touch Customer Service” by Micah Solomon. 


Culture vs Strategy in the Contact Center

Steve McKinney Have you ever heard the phrase, “Culture eats Strategy for breakfast”?  What does this really mean, and is it something you should worry about?

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?

The Power of Customer Experience, the Contact Center’s Growing Influence, New Years Resolutions and a Few Stats that will Blow Your Mind.

Chris Dellen

Do you know what has become #1 investment priority by CEOs is? If you guessed Customer Experience Management, you are exactly right. Why is that?

Last year my wife and I decided to save every single credit card offer we received throughout the course of the year. There wasn’t any rhyme or reason beyond the fact that we were just curious as to how many we would receive.

Knowledge Is Power - Thoughts on Empowering Your People with Knowledge

Christy Green “Knowledge is power”, wrote Sir Francis Bacon in the 17th century. Today we might say “Retrievable knowledge is power”. Even though we have access to a tremendous amount of information from a variety of sources – print, files, our own experience, the challenge faced by corporations (and individuals) is how to organize and locate the knowledge we need, when we need it.

Contact Center Association Conference 2013 Wrap-Up

Ruth Lochary It’s been a great week at the Contact Center Association’s fall 2013 conference.  As I’ve been blogging all week, many discussions have surrounded people – our agents and our customers.  I have a couple of closing thoughts.

The Next Generation of Customer Experience in Your Contact Center

Ruth Lochary The Contact Center Association fall, 2013 conference had another great day of sessions today.  I’ve been trying to bring you a taste of the different things I’ve been hearing in the sessions I’ve attended.  However, today, one of the sessions I attended today was SO very good that I wanted to just focus on that for you.

It's All About the People - Part 2 from Contact Center Association Conference 2013

Ruth Lochary It’s Day 1 of the full Contact Center Association Conference in Phoenix, AZ (www.contactcenter2013.com).  After yesterday’s site tours, today the sessions began in earnest.  If you saw yesterday’s blog post, you know that during the site tours, I was struck by the emphasis on the people of the contact centers…and the fact that I was reminded of very good, foundational practices that we as contact center leaders need to be doing in our businesses.

It's all about the People - Day 1 from Contact Center Conference 2013

Ruth Lochary

Have you ever had someone say something to you and you think, “Well, of course! I knew that!”?  That’s been my very good experience repeatedly today.

I am attending the Contact Center Conference sponsored by the Contact Center Association this week (www.contactcenter2013.com).  Day one is all about site tours.  This is a wonderful opportunity to see other contact centers, listen to their leadership share their experience and best practices, and be reminded of things you might have known but forgotten.  I’ve been walking around all day hearing all kinds of good things that I want to remind you of.  They’re fundamental to the work we do but in the daily frenzied routine, sometimes we forget.  Here are the top 5 things I was reminded of today.

CPI First to Achieve Oracle RightNow Specialization in the United States

Christy Green Congratulations to the CPI team for becoming the first Oracle Gold Partner in the US specialized in Oracle RightNow CX Cloud Service!

CPI's Queued IN Event For Contact Center Professionals a Success

Christy Green Queued-INQueued IN, CPI’s annual event geared specifically for contact centers, was held Aug. 20 at Maggiano’s. There were 41 registered attendees representing 13 different contact centers.

Join Us for Our Upcoming Contact Center Event at Maggiano's

Christy Green

 Learn 5 Practical Steps to Catapult your Contact Center through the Next Wave of Customer Expectations.

"By 2020, the customer will manage 85% of the relationship with an enterprise without interacting with a human." (Source –Gartner).

CPI Unveils New State-of-the-Art Demo Facility at its Indianapolis Headquarters

Christy Green CPI recently held a ribbon cutting ceremony to unveil a new state-of-the-art conference/demo/training facility at its corporate headquarters in Indianapolis. Michael Hylton, Membership Manager of the Indianapolis Chamber of Commerce, and Mike Dickman, Senior Vice President of Construction at CitiMark were in attendance.