By: David Currier On: October 22, 2011 In: Contact Center Comments: 0

In many cases, the first thing a customer hears when calling into your phone system is a recorded prompt – perhaps something like “Thank you for calling XYZ! For sales, press 1. For support, press 2.” This relatively simple prompt creates a first impression of your organization that may be […]

Read more
By: David Currier On: October 17, 2011 In: Contact Center Comments: 0

Something important crashes to the floor from the desk in the rush to get to your phone for the executive conference call you were supposed to join three minutes ago. After looking up the number and quickly punching it into the handset, you hear “bee-Bee-BEE. Your call cannot be completed […]

Read more
By: David Currier On: August 10, 2011 In: Contact Center Comments: 0

A quick Google search for call troubleshooting tips returns a few possible first steps: Everything is true, look for what isn’t Keep an open mind Maintain complete objectivity] Trust your data But my favorite is “Assume nothing.” Today, my wife called me on my cell phone just as I was […]

Read more
By: Chris Dellen On: July 19, 2011 In: Contact Center Comments: 0

Last week, on a sweltering, sun-filled afternoon, I happened to be driving through a small town and noticed this hole-in-the wall restaurant… I couldn’t help but notice “FINE FOODS” emblazoned on the awning. As a self-proclaimed food connoisseur I expert certain things when entering a restaurant that says they serve […]

Read more
By: The CPI Team On: July 11, 2011 In: Contact Center Comments: 0

We are pleased to bring you a guest blog post today. This article was written by Lori Bocklund, President of Strategic Contact. The article was originally published in the July 8 edition of the National Association of Call Centers “In Queue” newsletter. Lori is a leading expert in the Contact Center […]

Read more
By: The CPI Team On: June 29, 2011 In: Interactive Intelligence Comments: 0

Here’s an important announcement we received this week from Interactive Intelligence: “Interactive Intelligence Customer Interaction Center® (CIC) 2.4 and Enterprise Interaction Center® (EIC) 2.4 products were scheduled to reach end of life (EOL) on June 26, 2011. Interactive Intelligence has extended the EOL date to December 31, 2011. ‘End of […]

Read more
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