By: Christy Green On: April 20, 2015 In: Contact Center Comments: 0

While traveling recently, I had to call my credit card company to notify them that it was actually me making those charges outside the country. After wading through their IVR, I put in the requested info to identify myself. Then I was transferred to an agent. Guess what the first […]

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By: Christy Green On: February 23, 2015 In: Contact Center Comments: 0

Live chat is one of the best ways to get instant communication with a company. In a survey of 2,000 consumers for a 2014 Customer Service Benchmark report from eDigitalResearch, 26% of the survey respondents had used live chat to communicate with a brand within the last 12 months and […]

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By: Christy Green On: January 06, 2015 In: Contact Center Comments: 0

The start of a new year often brings new initiatives or other opportunities for transformation. But how often have you seen the effort not bring about the desired results, or even worse, fizzle out completely? How can we implement new processes and procedures and get the change to stick, and […]

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By: Christy Green On: December 09, 2014 In: Contact Center Comments: 0

Today, customer experience is at the forefront of company strategy across industries worldwide. According to a recent Gartner survey, 89% of companies surveyed plan to compete primarily on the basis of the customer experience by 2016. However, fewer than half the companies surveyed rated their customer experience as exceptional today, […]

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By: Christy Green On: July 14, 2014 In: Contact Center Comments: 0

“I know what I want and I want it now”, the lyrics of the 90’s song popped into my head as I browsed fruitlessly through a cable company’s website (to protect the guilty, I won’t give their name). All I wanted to find out was how much it would cost […]

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By: Christy Green On: May 05, 2014 In: Contact Center Comments: 0

These days, most goods and services are commodities, making product differentiation a challenge. However, top companies are realizing in this customer-centric era, the best way to differentiate their company is by the experience they deliver to customers, not on the products they sell. Customer experience has emerged as the single […]

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By: Christy Green On: November 18, 2013 In: Contact Center Comments: 0

“Knowledge is power”, wrote Sir Francis Bacon in the 17th century. Today we might say “Retrievable knowledge is power”. Even though we have access to a tremendous amount of information from a variety of sources – print, files, our own experience, the challenge faced by corporations (and individuals) is how […]

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By: Christy Green On: September 12, 2013 In: CPI Comments: 0

Congratulations to the CPI team for becoming the first Oracle Gold Partner in the US specialized in Oracle RightNow CX Cloud Service! Achieving this specialization required fulfilling Oracle’s stringent education competency requirements as well as receiving multiple customer endorsements.                         […]

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By: Christy Green On: August 26, 2013 In: Contact Center, Queued IN Comments: 0

Queued IN, CPI’s annual event geared specifically for contact centers, was held Aug. 20 at Maggiano’s. There were 41 registered attendees representing 13 different contact centers. Steve McKinney, CPI’s Customer Experience Solution Designer, shared 5 Practical Steps to Catapult your Contact Center through the Next Wave of Customer Expectations, including: […]

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By: Christy Green On: July 25, 2013 In: Contact Center, Queued IN Comments: 0

Learn 5 Practical Steps to Catapult your Contact Center through the Next Wave of Customer Expectations. “By 2020, the customer will manage 85% of the relationship with an enterprise without interacting with a human.” (Source –Gartner). You’ve heard the term “look where you’re going”, referring to someone who isn’t paying […]

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