By: Christy Green On: July 20, 2016 In: Contact Center Comments: 0

I got a new laptop for work a month or so ago and it came with Windows 10 and Office 2013. I’m sure there are some fantastic new capabilities that came along with that upgrade, but…. it’s different. Different enough that some of the functionality that I used without even […]

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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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