By: Chris Dellen On: January 11, 2017 In: CPI Comments: 0
By: Chris Dellen On: September 30, 2016 In: Contact Center Comments: 0

What is Web RTC? Simply, Web RTC stands for “Web Real-Time Communications.” In other words, it is an open framework for the web that enables real-time communications in a web browser. Currently, Web RTC is supported in Chrome, Firefox, Opera, Android, and iOS. I know we have started out a […]

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

Recently, I led a CX journey mapping session for a client. I was helping them map their customer survey process. For many organizations, this is a giant black hole. During the session, one of the participants shared an incredible experience she had with a well-known restaurant chain. After receiving outstanding […]

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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: 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: Chris Dellen On: December 29, 2015 In: Contact Center Comments: 0

One of the most interesting areas in analytics these days (at least for me) is determining revenue attribution – or what specific actions an organization takes that actually impacts revenue. Today, most of the credit goes to marketing or sales, but in all honesty, that’s only a piece of the […]

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By: Chris Dellen On: November 04, 2015 In: Contact Center Comments: 0

I had the opportunity to present at an IT Symposium for CIOs recently on a topic that is plaguing many organizations today – the “battle” between IT and business units. It’s a problem that is not only holding many businesses back, but causing some to completely be disrupted. Unfortunately, there […]

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By: Chris Dellen On: June 16, 2015 In: Contact Center, Queued IN Comments: 0
By: Chris Dellen On: March 26, 2015 In: Contact Center Comments: 0

When I visit contact centers and bring up the metric, Average Handle Time (AHT), I receive many different reactions. In one camp, there are those that are completely focused on squeezing every drop of efficiency out of their contact center. In the other camp, there are those who don’t even bother […]

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By: Chris Dellen On: March 12, 2015 In: Contact Center Comments: 0

In an effort to continually improve the content we deliver to you, we looked back over the years and compiled our reader’s top 9 most popular contact center blog posts. We invite you to take a minute and explore these 9 posts then share with us in the comments which […]

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