Earlier this year, I wrote about 3 Important Lessons from an Interactive Intelligence CIC 4.0 Upgrade. It was a post inspired by an upgrade I had walked a customer through. Now we’re on to our first Dialer upgrade. I’ve learned three more lessons that I want to share with you […]

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By: The CPI Team On: July 22, 2014 In: Interactive Intelligence Comments: 0

My mom went back to college after I graduated from college. She loves to learn and she studied hard. However, when it came time to take tests, she froze up – she had a major case of test anxiety. She struggled to communicate what she knew in a testing format. […]

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By: The CPI Team On: June 10, 2014 In: Interactive Intelligence Comments: 0

What an exciting week it was! Interactive Intelligence held their annual conference for customers, analysts and partners June 2-5 here in Indianapolis. There were 192 sessions, plus keynote addresses plus an expo hall, plus lots of good hallway conversations, plus several very good meals shared together! We saw SO many […]

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By: The CPI Team On: May 13, 2014 In: Interactive Intelligence Comments: 0

In less than 3 weeks, Interactions 2014 begins! This is the Interactive Intelligence global conference that brings together customers, partners, analysts and the Interactive team for several days of learning, discussion and some fun. If you haven’t signed up yet, there’s still time – click here! Recently, I was going through […]

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By: The CPI Team On: April 22, 2014 In: Contact Center Comments: 0

I admire people who do spring cleaning. I barely have time for “regular” cleaning – let alone the super-enhanced “Spring Cleaning.” I think, “If only I could get “Spring Cleaning” done with some help and without a big hassle.” Sigh…. When was the last time your call center revised your […]

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By: The CPI Team On: April 01, 2014 In: Interactive Intelligence Comments: 0

The deadline is April 4. No, the IRS didn’t change the deadline for filing your taxes.  I’m talking about the deadline for Early Bird Registrations for Interactions, 2014 – Interactive Intelligence’s annual conference. “Create the Experience” is this year’s theme.  The focus of the sessions will be on turning Customer […]

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By: The CPI Team On: March 18, 2014 In: Interactive Intelligence Comments: 0

This past weekend, I finished project-managing my first customer 4.0 upgrade. We’ve done new customer installations on 4.0, and our office has done a 4.0 upgrade, but this was the first customer upgrade I’ve walked through. I learned three things from this project that I want to share with you. Lesson […]

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By: The CPI Team On: February 25, 2014 In: Contact Center Comments: 0

You Need to Read This! I’ve never told folks who read our blog that you have to do something. I’ve made suggestions, recommendations and hopefully, a few thought-provoking statements. But this time, I’m telling you. You need to read the book “High-Tech, High-Touch Customer Service” by Micah Solomon.  This is a […]

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By: The CPI Team On: February 18, 2014 In: Interactive Intelligence Comments: 0

Make 2014 the year you move to Four.0 You’ve been holding off on your CIC 4.0 upgrade waiting until the time was right.  If 2014 is the year for your business, there are several things to consider.  In parts 1 and 2 of this series, I talked about the Top […]

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By: The CPI Team On: February 05, 2014 In: Customer Interaction Center, Interactive Intelligence Comments: 0

Make 2014 the year you move to Four.0 – Here’s why. It’s the time of the year when we begin to look ahead. In my last blog post, I began laying out the Top 10 things you can look forward to in Customer Interaction Center (CIC) release Four.0. I got […]

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