By: Christy Green On: June 30, 2016 In: Contact Center Comments: 0

For years we’ve been reading about the necessity of delighting our customers. The definition of delight is “to give great pleasure, satisfaction, or enjoyment; to please highly.” I’d say creating the state of delight is a high bar, and often unachievable because delight is subjective. For example, if you’re on […]

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By: The CPI Team On: June 17, 2016 In: Contact Center Comments: 0
By: Colin Doggett On: June 03, 2016 In: Contact Center Comments: 0

Like many children at an early age, I was fascinated by NASA, outer space and the speed of technology change. As an adult I continue to watch the industry and am blown away by the actions of one specific entrepreneur in the segment, Elon Musk and his company SpaceX. For […]

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By: Christy Green On: May 19, 2016 In: Contact Center Comments: 0

Recently I was able to attend Oracle’s Modern Service Experience, a three day event focused on best practices for delivering consistent and positive, cross-channel customer service. We’ve been hearing for a long time about the importance of customer experience, and that the notion of customer service is expanding to encompass […]

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By: Chris Dellen On: May 05, 2016 In: Contact Center Comments: 0

A concept that has always intrigued me is uncovering ways to reduce customer support costs and yet at the same time increase customer satisfaction. Or as I like to put it “double dipping”. Yes, it truly is possible. No, I’m not crazy! So how do you do it? Let’s walk […]

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By: Christy Green On: April 21, 2016 In: Contact Center Comments: 0

We have been talking about the future of self-service for years now, but guess what? The future is here. It’s right now. According to a Forrester December 2015 survey: Use of help or FAQs on a company’s website increased from 67% in 2012 to 81% in 2015 among US online […]

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By: Christy Green On: March 17, 2016 In: Contact Center Comments: 0

Just like 91% of Americans, I have my cell phone within arm’s reach at all times. (There’s no judgement here, I’m just stating a fact!). I also admit to personally contributing to the 23 billion text messages sent per day worldwide – that’s 16 million messages sent per minute! According […]

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By: Chris Dellen On: March 03, 2016 In: Contact Center Comments: 0

I recently ran across the notes I took at the last Gartner Customer 360 Summit. The summit was insightful and challenged my thinking by bringing radically new and disruptive business models to the forefront. I hope you find the insights as valuable as I have. I have broken down the key takeaways into […]

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By: Colin Doggett On: February 18, 2016 In: Contact Center Comments: 0

Are you in the data dungeon or in the clouds with how you use information gathered in the Contact Center? Throughout my career I have worked positions in IT and Contact Center organizations. It has been my pleasure to spend a majority of the time filling the job of Project […]

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By: Christy Green On: January 21, 2016 In: Contact Center Comments: 0

I just read an interesting article in Computerworld about the disruptive force of the digital business model. According to Michael Porter, a leading authority on competitive strategy, “In any industry, whether it is domestic or international or produces a product or a service, the rules of competition are embodied in […]

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