CPI's Blog

How Does the Agent Experience Affect the Customer Experience?

Does AX=CX?

In a recent conversation with a customer, I was asked this question, "Is there any way to add some pizzazz to the agent workspace?” The short answer to the question is of course, “Yes."  

New Area Code Overlay for Indiana

Beth Fuson

I have had a few customers ask how to prepare for the new area code overlay for Indiana (beginning October 17, 2016). Specifically, they have asked how the change will impact their business and their current system configuration. Here are a few tips to help you be ready for the change:

Web RTC and the Transformative Impact on Future Real-Time Communications

Chris Dellen

What is Web RTC? Simply, Web RTC stands for "Web Real-Time Communications." In other words, it is an open framework for the web that enables real-time communications in a web browser. Currently, Web RTC is supported in Chrome, Firefox, Opera, Android, and iOS.

Does your Contact Center Technology Irritate your Customers?

Christy Green

Embracing new technology can be a great strategy for your business. It can help you attract and retain customers and increase revenue. There are many excellent solutions that can dramatically improve customer experience. But a note of caution, those same solutions, if deployed improperly, can provide the exact opposite results.

Preseason on the Field and in the Contact Center

As the summer begins to wind down, kids are going back to school, the air conditioning spends less time on, and preseason football is in full swing.

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.