By: Chris Dellen On: March 12, 2015 In: Contact Center Comments: 0

In an effort to continually improve the content we deliver to you, we looked back over the years and compiled our reader’s top 9 most popular contact center blog posts. We invite you to take a minute and explore these 9 posts then share with us in the comments which […]

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By: Chris Dellen On: August 28, 2014 In: Contact Center Comments: 0

I have been sitting in contact centers for years listening to calls, crunching numbers, speaking with everyone from CEO’s to agents. I am continually amazed at what is on an *agent’s desktop. On average, I see agents tabbing, clicking and dragging between 10 – 20 unique programs and windows (databases, […]

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By: Chris Dellen On: August 21, 2014 In: Interactive Intelligence Comments: 0

We have been implementing Interactive Intelligence solutions for over a decade and one of the common requests we have received during numerous implementations was a simple conference phone solution for CEOs, executives, project managers, and everyone else who uses their office as an ad-hoc conference room….like me. While we definitely […]

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By: Chris Dellen On: July 03, 2014 In: Contact Center Comments: 0

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, […]

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By: Chris Dellen On: June 05, 2014 In: Contact Center Comments: 0
By: Chris Dellen On: May 22, 2014 In: Contact Center Comments: 0

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 […]

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By: Chris Dellen On: April 07, 2014 In: Contact Center Comments: 0

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. 6. Branded Since I’m a marketer at […]

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By: Chris Dellen On: March 26, 2014 In: Contact Center Comments: 0

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 […]

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By: Chris Dellen On: March 11, 2014 In: Interactive Intelligence Comments: 0

It is exciting to me when technology profoundly impacts an organization! Today, I want to share with you one of our most recent success stories.         Marian University’s vision is to provide an education that profoundly transforms lives, society, and the world. In 2013, Marian University became home […]

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By: Chris Dellen On: January 27, 2014 In: Contact Center Comments: 0

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? At this quarter’s Queued IN event, Todd Marthaler (Contact Center Solutions Consultant with Interactive […]

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