CPI recently held a ribbon cutting ceremony to unveil a new state-of-the-art conference/demo/training facility at its corporate headquarters in Indianapolis. Michael Hylton, Membership Manager of the Indianapolis Chamber of Commerce, and Mike Dickman, Senior Vice President of Construction at CitiMark were in attendance.

Communications Products, Inc. was one of 119 companies that recently took place in the WorkplaceDynamics  Central Indiana’s Top Workplaces 2013 survey. 22,981 employees responded to 20 statements covering areas such as company values, leadership, management, benefits, pay, growth opportunities, appreciation, work/life balance and retention.

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 empower your agents to provide a more remarkable customer experience.

Guest Post by: Roger Collings, Managing Director of RDC Communications Ltd in the UK and a telecoms consultant specializing in business VoIP.

Often, the first interaction that customers have with your company is with your phone system, and a good first impression is critical to the relationship with these customers. This requires great, well-designed call flows. There are many articles, videos, and classes devoted to this subject.

They cover topics such as the following:

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 to offer.

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 meaningful impact at your company. That idea could be anything from adding workforce management software in the contact center to simply hiring a developer.

In many cases, the first thing a customer hears when calling into your phone system is a recorded prompt – perhaps something like “Thank you for calling XYZ! For sales, press 1. For support, press 2.” This relatively simple prompt creates a first impression of your organization that may be difficult to change. Whether it is a greeting, menu, or compliance message, the prompts a customer hears should accurately reflect your business and give them a positive impression… even if they haven’t actually spoken to an employee.

Something important crashes to the floor from the desk in the rush to get to your phone for the executive conference call you were supposed to join three minutes ago. After looking up the number and quickly punching it into the handset, you hear “bee-Bee-BEE. Your call cannot be completed as dialed. Please check the number…”

A quick Google search for call troubleshooting tips returns a few possible first steps:

• Everything is true, look for what isn’t
• Keep an open mind
• Maintain complete objectivity]
• Trust your data