By: Chris Dellen On: January 11, 2011 In: Contact Center Comments: 0

In the early 1900s the workforce as we knew it went through a major disruption. We went from artisans producing masterpieces to factories that produced similar goods, but much cheaper and a lot faster. That change completely re-engineered the skill sets employees needed to be successful during that time period. […]

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By: Chris Dellen On: December 10, 2010 In: CPI Comments: 0

I just finished watching John Kotter (Professor of Leadership, Emeritus Harvard Business School and author of an entire bookshelf full of books on change) talk about his new book Buy In. There are some takeaways for IT. In the IT realm, change is one of the few constants that we […]

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By: Chris Dellen On: December 06, 2010 In: Interactive Intelligence Comments: 0

CPI’s engineering team have developed a series of Interactive Intelligence enhancements that are designed to help you get the most out of your system. Today we will be talking about CPI’s True Queue – an enhancement that ensures that ACD queues have agents that are ready and available, before distributing […]

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