By: The CPI Team On: June 27, 2011 In: Interactive Intelligence Comments: 0

Interactive Intelligence released SU12 for its CIC 3.0 platform on Friday. We wanted to get a quick blog post out to let you know what you will find in SU12. Here are some highlights: For Interaction Process Automation (IPA) The product has been enhanced to support multi-page work items. This […]

Read more
By: Chris Dellen On: June 23, 2011 In: Contact Center Comments: 0

It wasn’t very long ago that I was shopping for a very specific product and learned that a specialty retail outlet had just what I needed. Three days later, I had an opening in my morning schedule, which made it possible for me to go and pick it up. I […]

Read more
By: The CPI Team On: April 25, 2011 In: Contact Center Comments: 0

I am in training to run the Indianapolis 500 Festival mini-marathon this year. I’ve never run a half-marathon before – actually, I’ve never run anything before. A friend asked if I would join her in this adventure and, in a moment of weakness, I agreed! There have been lots of long […]

Read more
By: David Currier On: April 12, 2011 In: Interactive Intelligence Comments: 0
By: The CPI Team On: April 01, 2011 In: Contact Center Comments: 0

Call center leaders are always measuring something. We’re buried in data and reports. One of the things we struggle to measure is “CSat” – customer satisfaction. We try post-call surveys to assess this; but privately, I think most of us would admit that we’re not sure those reports really amount […]

Read more
By: The CPI Team On: March 24, 2011 In: Contact Center Comments: 0

The Contact Center 2011 conference continued on Wednesday. Many more great speakers presented. Here are a few of the highlights I picked up from the day. Change thought for the day: “Home agents – if you’re not doing it, do it. If you are doing it, it’s time to expand it. […]

Read more
By: The CPI Team On: March 23, 2011 In: Contact Center Comments: 0

Tuesday was the first full day of the Contact Center Conference and Expo 2011 in Nashville, Tennessee. I’ve met a wonderful variety of contact center staff and leaders and I had the opportunity to attend several excellent sessions. I could write for a long time trying to recap the various sessions, but […]

Read more
By: The CPI Team On: March 22, 2011 In: Contact Center Comments: 0

We hear so much about customer satisfaction, but is “satisfaction” enough? Moving a step beyond to delighting – even astonishing — our customers helps build loyalty that keeps customers coming back. What does it take to create an astonishing experience? I had one of those experiences recently and I saw […]

Read more
By: Chris Dellen On: February 25, 2011 In: CPI Comments: 0

CPI was recently named as one of the 2011 Best Places to Work in Indiana – for the second year in a row. The awards program was created in 2006 and is a project of the Indiana Chamber of Commerce, BizVoice®, Inside INdiana Business, the Indiana Economic Development Corporation and Best Companies […]

Read more
By: Chris Dellen On: February 21, 2011 In: Contact Center Comments: 0

Unified Communications is a somewhat abstract term that is used in the IT world to describe the linking of several different types of communications together such as your phone, email, instant message, faxing, video conferencing, mobility and most important of all presence (the ability to see the “status” of another […]

Read more