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 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
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. […]

Read more