By: Derrick Chin On: October 12, 2016 In: Contact Center Comments: 0

Does AX=CX? In a recent conversation with a customer, I was asked this question, “Is there any way to add some pizzazz to the agent workspace?” The short answer to the question is of course, “Yes.” Questions of this nature come up from time to time, and although this seems like […]

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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: Christy Green On: September 13, 2016 In: Contact Center Comments: 0

Embracing new technology can be a great strategy for your business. It can help you attract and retain customers and increase revenue. There are many excellent solutions that can dramatically improve customer experience. But a note of caution, those same solutions, if deployed improperly, can provide the exact opposite results. […]

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By: Derrick Chin On: August 29, 2016 In: Contact Center Comments: 0

As the summer begins to wind down, kids are going back to school, the air conditioning spends less time on, and preseason football is in full swing. I love when preseason football starts, it means that the real deal is just around the corner. It’s also fun to get a […]

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By: Colin Doggett On: August 17, 2016 In: Contact Center Comments: 0

Like many people around the world every night this week I have been drawn to my television to watch the Olympics. How every 4 years I can be drawn into watching sports that I show little interest in other than on a 4 year interval is beyond me. I am […]

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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: 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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