CPI's Blog

The Office Olympian

Like many people around the world every night this week I have been drawn to my television to watch the Olympics. How every 4 years I can be drawn into watching sports that I show little interest in other than on a 4 year interval is beyond me.

What Happens to Your Customer Surveys - Management Metric or Transformational?

Chris Dellen

Recently, I led a CX journey mapping session for a client. I was helping them map their customer survey process. For many organizations, this is a giant black hole.

5 Steps to Improve Technology Adoption in Your Contact Center

Christy Green

I got a new laptop for work a month or so ago and it came with Windows 10 and Office 2013. I’m sure there are some fantastic new capabilities that came along with that upgrade, but…. it’s different. Different enough that some of the functionality that I used without even thinking about in the past is now something I have to figure out how to do, and that’s frustrating. To me, not only is it different, but I can’t see anything that seems better.

Do Customers Really Want to be Delighted?

Christy Green

For years we’ve been reading about the necessity of delighting our customers. The definition of delight is “to give great pleasure, satisfaction, or enjoyment; to please highly.” I’d say creating the state of delight is a high bar, and often unachievable because delight is subjective.

5 Tips to Boost Customer Experience

Carla Kraus

It only takes one poor customer experience to tarnish a company’s brand. Typically, it’s your front line employees (a receptionist, cashier or customer service agent) who will make or break a customer’s experience.

 

Rockets and Contact Centers

Like many children at an early age, I was fascinated by NASA, outer space and the speed of technology change. As an adult I continue to watch the industry and am blown away by the actions of one specific entrepreneur in the segment, Elon Musk and his company SpaceX. For those of us working within the service and customer support industry there is huge opportunity to grow through the experiences we see outside of our industry segment.

See What's New in Modern Customer Service

Christy Green

Recently I was able to attend Oracle’s Modern Service Experience, a three day event focused on best practices for delivering consistent and positive, cross-channel customer service.

Right Channeling – Simultaneously Reduce Cost and Increase Customer Satisfaction

Chris Dellen

A concept that has always intrigued me is uncovering ways to reduce customer support costs and yet at the same time increase customer satisfaction. Or as I like to put it “double dipping”. Yes, it truly is possible. No, I’m not crazy!

3 Reasons to Implement Web Self-Service

Christy Green

We have been talking about the future of self-service for years now, but guess what? The future is here. It’s right now. According to a Forrester December 2015 survey:

5 Reasons to Consider Adding SMS as a Support Channel

Christy Green

Just like 91% of Americans, I have my cell phone within arm’s reach at all times. (There’s no judgement here, I’m just stating a fact!). I also admit to personally contributing to the 23 billion text messages sent per day worldwide - that’s 16 million messages sent per minute!

According to a November 2014 Gallup survey, sending and receiving text messages is the most prevalent form of communication for Americans younger than 50. Based on my own personal survey, I’d say younger than 60.

With all that said, it’s time to consider text enabling your contact center. Here are 5 good reasons to do it now:

Top Takeaways from Gartner Customer 360 Summit

Chris Dellen

I recently ran across the notes I took at the last Gartner Customer 360 Summit. The summit was insightful and challenged my thinking by bringing radically new and disruptive business models to the forefront. I hope you find the insights as valuable as I have.

I have broken down the key takeaways into three sections:

  1. New mind-blowing business models enabled by disruptive technologies

  2. Key insights for contact center professionals

  3. Interesting stats/facts for the inner nerd in all of us

Stepping Out of Your Contact Center's Data Dungeon

Are you in the data dungeon or in the clouds with how you use information gathered in the Contact Center?

Throughout my career I have worked positions in IT and Contact Center organizations. It has been my pleasure to spend a majority of the time filling the job of Project Manager. Executing projects for organizations that have a number of focuses from Marketing to Operations. I have always found it interesting to see how one side of the organization can be 100% focused on analytics while the other side is focused on perceptions and gut feeling.

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.

CIO vs. CxO - Don't Be Disrupted...From the Inside Out

Chris Dellen I had the opportunity to present at an IT Symposium for CIOs recently on a topic that is plaguing many organizations today - the “battle” between IT and business units. It’s a problem that is not only holding many businesses back, but causing some to completely be disrupted.

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!

Avoid Customer Servitude - Part 2

Christy Green

Last time, I cautioned about turning your customers into indentured servants by making them have to work too hard to get the information they need when contacting your company.

One of the most important things an organization can do for their customers is help them save time. People want to get what they need quickly, in the manner in which they want to get it, then move on with their life. More than likely, browsing your website for 15 minutes to find the information they need, or waiting on hold to speak with a customer service representative is not considered one of their favorite hobbies!