By: Chris Dellen On: January 06, 2014 In: Contact Center Comments: 0

Do you know what has become #1 investment priority by CEOs is? If you guessed Customer Experience Management, you are exactly right. Why is that? Last year my wife and I decided to save every single credit card offer we received throughout the course of the year. There wasn’t any rhyme or […]

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By: Chris Dellen On: October 12, 2012 In: Contact Center, Queued IN Comments: 0

We, at CPI, are thrilled to be hosting a new quarterly Lunch & Learn event, Queued IN, for contact center professionals.  There are so many exciting things happening right now in the contact center world.  We want to help give you an edge with powerful and current industry information to […]

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By: Chris Dellen On: May 15, 2012 In: Contact Center Comments: 0

Guest Post by: Roger Collings, Managing Director of RDC Communications Ltd in the UK and a telecoms consultant specializing in business VoIP. In today’s business world, customer service is of paramount importance and a number of organizations turn to in-house or third-party contact centers to deliver the same. While the […]

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By: Chris Dellen On: March 16, 2012 In: Contact Center Comments: 0

One of the biggest challenges I see in the IT world today is the inability for techies/analysts/managers to be able to make meaningful change happen in their organization.  The typical story goes something like this, in a moment of brilliant insight; you come up with an idea to make a […]

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By: Chris Dellen On: November 18, 2011 In: Interactive Intelligence Comments: 0

I had the pleasure of listening to technology visionary Don Brown, M.D. (Founder and CEO of Interactive Intelligence) speak on the future of customer service at the Indiana Chapter of SOCAP International on September 22, 2011. Below are my takeaways from his presentation. Bottom Line – Customer Service as we […]

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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 […]

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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 […]

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By: Chris Dellen On: February 25, 2011 In: CPI Comments: 0

CPI was recently named as one of the 2011 Best Places to Work in Indiana – for the second year in a row. The awards program was created in 2006 and is a project of the Indiana Chamber of Commerce, BizVoice®, Inside INdiana Business, the Indiana Economic Development Corporation and Best Companies […]

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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 […]

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By: Chris Dellen On: February 01, 2011 In: CPI Comments: 0

On January 19, I had the privilege of attending the award ceremony for the National Center for Women and Information Technology’s (NCWIT) Award for Aspirations in Computing. At the event, 20 high-school women from around the state were honored for their achievements in technology. They were selected for their computing […]

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