Chris Dellen

VP Marketing

 

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.

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.

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!

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

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.

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.

Video: Meet Gen Y - An Intriguing Customer Service Presentation and Panel Discussion

Chris Dellen

Did you know that by 2017, Gen Y will outspend Baby Boomers? This year alone in the U.S., Gen Y will collectively shell out $240 billion. That incredible buying power from such an intriguing generation poses unique challenges for contact centers. How do we provide quick, personalized service to Gen Y? And which communication channels should we be using to serve them? These are real questions that you’re likely struggling with in your contact center. And if not yet, you will be soon!

Simple Technique to Reduce Average Handle Time and Increase Customer Satisfaction in Your Contact Center

Chris Dellen

When I visit contact centers and bring up the metric, Average Handle Time (AHT), I receive many different reactions. In one camp, there are those that are completely focused on squeezing every drop of efficiency out of their contact center. In the other camp, there are those who don’t even bother to measure AHT because they want to make sure that agents are empowered to solve their customers’ problems, even if it takes hours (literally) on a call to do it.

Reader's Choice: CPI's 10 Most Popular Contact Center Blog Posts

Chris Dellen

In an effort to continually improve the content we deliver to you, we looked back over the years and compiled our reader's top 10 most popular contact center blog posts.

We invite you to take a minute and explore these 10 posts then share with us in the comments which is your favorite. Every couple weeks when we send you an email, we want to make sure they're helpful and useful to you, today.

 

City of Richmond Improves Communication with Avaya IP Office

Chris Dellen

It is exciting to me when technology profoundly impacts an organization! Today, I want to share with you one of our most recent Avaya IP Office success stories.

Download the case study or watch the video below to see how the City of Richmond Improved Collaboration and Speed of Communication with the help of CPI and Avaya IP Office.