By: The CPI Team On: November 07, 2013 In: Contact Center Comments: 0

The Contact Center Association fall, 2013 conference had another great day of sessions today.  I’ve been trying to bring you a taste of the different things I’ve been hearing in the sessions I’ve attended.  However, today, one of the sessions I attended today was SO very good that I wanted to […]

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By: The CPI Team On: November 06, 2013 In: Contact Center Comments: 0

It’s Day 1 of the full Contact Center Association Conference in Phoenix, AZ (www.contactcenter2013.com).  After yesterday’s site tours, today the sessions began in earnest.  If you saw yesterday’s blog post, you know that during the site tours, I was struck by the emphasis on the people of the contact centers…and […]

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By: The CPI Team On: November 05, 2013 In: Contact Center Comments: 0

Have you ever had someone say something to you and you think, “Well, of course! I knew that!”?  That’s been my very good experience repeatedly today. I am attending the Contact Center Conference sponsored by the Contact Center Association this week (www.contactcenter2013.com).  Day one is all about site tours.  This […]

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By: The CPI Team On: April 09, 2012 In: Contact Center Comments: 0

CPI enabled the SBHC contact center to provide extraordinary service to Super Bowl fans from around the globe. CPI was honored to be on the team with the SBHC Control Center to ensure that the fans could get quick and easy access to all of the resources that Indianapolis had […]

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By: The CPI Team On: July 11, 2011 In: Contact Center Comments: 0

We are pleased to bring you a guest blog post today. This article was written by Lori Bocklund, President of Strategic Contact. The article was originally published in the July 8 edition of the National Association of Call Centers “In Queue” newsletter. Lori is a leading expert in the Contact Center […]

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By: The CPI Team On: June 29, 2011 In: Interactive Intelligence Comments: 0

Here’s an important announcement we received this week from Interactive Intelligence: “Interactive Intelligence Customer Interaction Center® (CIC) 2.4 and Enterprise Interaction Center® (EIC) 2.4 products were scheduled to reach end of life (EOL) on June 26, 2011. Interactive Intelligence has extended the EOL date to December 31, 2011. ‘End of […]

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By: The CPI Team On: June 27, 2011 In: Interactive Intelligence Comments: 0

Interactive Intelligence released SU12 for its CIC 3.0 platform on Friday. We wanted to get a quick blog post out to let you know what you will find in SU12. Here are some highlights: For Interaction Process Automation (IPA) The product has been enhanced to support multi-page work items. This […]

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By: The CPI Team On: April 25, 2011 In: Contact Center Comments: 0

I am in training to run the Indianapolis 500 Festival mini-marathon this year. I’ve never run a half-marathon before – actually, I’ve never run anything before. A friend asked if I would join her in this adventure and, in a moment of weakness, I agreed! There have been lots of long […]

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By: The CPI Team On: April 01, 2011 In: Contact Center Comments: 0

Call center leaders are always measuring something. We’re buried in data and reports. One of the things we struggle to measure is “CSat” – customer satisfaction. We try post-call surveys to assess this; but privately, I think most of us would admit that we’re not sure those reports really amount […]

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By: The CPI Team On: March 24, 2011 In: Contact Center Comments: 0

The Contact Center 2011 conference continued on Wednesday. Many more great speakers presented. Here are a few of the highlights I picked up from the day. Change thought for the day: “Home agents – if you’re not doing it, do it. If you are doing it, it’s time to expand it. […]

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