Blog Entries

CPI Named One of Indiana's 2013 Top Places to Work

Tue, 16 Apr 2013 12:05:00 -0700

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.

CPI Unveils New State-of-the-Art Demo Facility at its Indianapolis Headquarters

Tue, 16 Apr 2013 12:05:00 -0700

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.

Queued IN - Free development series for contact center professionals in Indianapolis and Cincinnati

Fri, 12 Oct 2012 10:30:00 -0700

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.

The Top 7 Challenges for Contact Centers in 2012

Tue, 15 May 2012 11:30:00 -0700

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

How to Design Good Call Flows

Thu, 19 Apr 2012 10:11:29 -0700

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 Powers Super Bowl XLVI Host Committee Contact Center

Mon, 09 Apr 2012 10:28:14 -0700

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.

Getting Your IT Initiatived Funded (Introduction)

Fri, 16 Mar 2012 13:09:38 -0700

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.

4 Tips For Creating Great Prompts

Sat, 22 Oct 2011 06:08:00 -0700

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.

Dialing is Harder Than it Looks...

Mon, 17 Oct 2011 05:58:00 -0700

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…”

The First Rule of Call Troubleshooting

Wed, 10 Aug 2011 12:49:00 -0700

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

Is Your Customer Service Promise Giving You a Long Nose?

Tue, 19 Jul 2011 12:39:00 -0700

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.

Learnings From the 2011 ACCE Conference - Guest Post by Lori Bocklund

Mon, 11 Jul 2011 12:27:00 -0700

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 field and NACC is a great resource for the industry.

Delivering Exceptional Customer Service in the Twitter Era

Thu, 23 Jun 2011 10:58:00 -0700

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 called the store to make sure that they were open, no answer…

Motivated by Medals? 3 Ways to Keep Your Contact Center Agents Running

Mon, 25 Apr 2011 10:32:00 -0700

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 training runs to do. During those runs, I keep myself going by picturing what it will look like to receive my medal at the end of the race. I saw a shirt recently that said, “It’s all about the medal.” Yes, I am motivated by the medal!

3 Reasons Why Customer Loyalty Beats Customer Satisfaction - The Tale of Two Socks

Fri, 01 Apr 2011 08:52:00 -0700

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 to much of anything. If the customer is satisfied, they’ll keep coming back, right?

Ear to the Ground Part 2 at Contact Center Conference 2011

Thu, 24 Mar 2011 08:39:00 -0700

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. All of the excuses to not do it are gone.”

Ear to the Ground at Contact Center 2011

Wed, 23 Mar 2011 08:34:00 -0700

Tuesday was the first full day of the Contact Center Conference and Expo 2011 in Nashville, Tennessee. I’ve met a wonderful variety of contact center staff and leaders and I had the opportunity to attend several excellent sessions. I could write for a long time trying to recap the various sessions, but you’d get bored with that! Instead, I’ve pulled three things that stuck out to me today.

3 Steps to Creating Customer Astonishment - Lessons Learned at the Contact Center Conference & Expo

Tue, 22 Mar 2011 08:29:00 -0700

We hear so much about customer satisfaction, but is “satisfaction” enough? Moving a step beyond to delighting – even astonishing — our customers helps build loyalty that keeps customers coming back. What does it take to create an astonishing experience? I had one of those experiences recently and I saw 3 things I’d like to share with you.

CPI Named One of Indiana's Best Places to Work in 2011

Fri, 25 Feb 2011 08:10:00 -0800

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 Group.

Unifying Communications Throughout the Value Chain

Mon, 21 Feb 2011 07:51:00 -0800

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 person such as “away,” “in a meeting,” “on the phone,” “available,” etc.)

Indiana Aspirations for Women in Computing Competition

Tue, 01 Feb 2011 07:45:00 -0800

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.

Beware of the Coming Industrialization of the Modern-Day IT Person

Tue, 11 Jan 2011 07:16:00 -0800

In the early 1900s the workforce as we knew it went through a major disruption. We went from artisans producing masterpieces to factories that produced similar goods, but much cheaper and a lot faster.

CPI is a Proud Sponsor for Indiana Aspirations for Women in Computing 2011

Wed, 29 Dec 2010 07:05:00 -0800

Communications Products, Inc. (CPI) is pleased to be one of the corporate sponsors of the National Center for Women & Information Technology (NCWIT) / Indiana Aspirations for Women in Computing 2010-11 Competition. This competition will recognize 20 high school women from around Indiana for their accomplishments and aspirations in computing and technology.

What CIO's, IT Leaders, and even Network Administrators Can Learn from John Kotters new book, "Buy-In"

Fri, 10 Dec 2010 06:39:00 -0800

I just finished watching John Kotter (Professor of Leadership, Emeritus Harvard Business School and author of an entire bookshelf full of books on change) talk about his new book Buy In. There are some takeaways for IT.

Inspiring Innovation in IT - Lessons Learned from Thomas Edison

Fri, 19 Nov 2010 12:00:00 -0800

As I think back on one of the greatest innovators the world has ever known, I believe there is learning opportunity for IT professionals.

It is Time for CIO's to Act as a Proft Center... Not a Cost Center.

Fri, 05 Nov 2010 11:52:00 -0700

Today, CIOs have a very challenging position of balancing the strategy of the company, the operational impact of technology investments, and the cost of implementing it. Basically… helping the CEO and COO achieve their vision in a cost-effective way that will be acceptable to the CFO.

Impending Implication of Social Media in the Contact Center

Fri, 29 Oct 2010 11:37:00 -0700

The contact center has been responsible for frontline customer service for many years. As the communication mediums have proliferated (email, IM, etc.) they have been consistently integrated into the call center. Now, as social media continues to move through the technology maturity cycle, many organizations will naturally look to the call center to integrate social media as another communication medium.

21 Irrefutable Laws of Giving Superior Customer Service

Fri, 22 Oct 2010 11:06:00 -0700

1. It’s not the customer’s job to make your life easy. It’s your job to make the customer’s life easy.

2. Worst. Oversell / under deliver Best: Over Deliver Period

3. It’s your responsibility to understand what the customer really wants.

Process Automation and Overcoming the Fudge Factor

Wed, 06 Oct 2010 10:47:00 -0700

Why the fudge factor is eating process automation projects from the inside out.

In the last decade, the Business Process Improvement craze has overwhelmingly become an important directive from the C-Suite. Understandably so, the companies who are able to execute a successful business process improvement project have earned remarkable results… (Toyotay, GE, and Dell are some of the best-known examples of companies who successfully overcame the fudge factor). Can you?

How to Quantify the Value of Unified Communications - Using a Balanced Approach

Mon, 20 Sep 2010 08:54:00 -0700

How do you decide if implementing a Unified Communications (UC) solution will build on your organization’s core strategy or not? Drilling down even further, how do you determine what kind of system is the best strategic fit for the culture and strengths of your organization? Beyond that, how do you convince the CEO/CFO/Board that an investment in Unified Communications is a judicious way to build competitive differentiation?

Where are You on the Technology Continuum? Are You a 1, 2, or 3?

Mon, 23 Aug 2010 08:00:00 -0700

How do you know whether to buy the most expensive cutting edge technology… or, less expensive, slightly outdated technology? Do you have answer for your organization?

Contact Center Leader Challenge: Making Your Agents Game Count

Mon, 16 Aug 2010 06:58:00 -0700

I’d never been to an NFL game until a couple of years ago. CPI installed the phone system in Lucas Oil Stadium in Indianapolis. I was a member of the project team. As a result, I was awarded tickets to a Colts game. I also got to attend a game last season. Wow – what incredible experiences. The stadium was rocking – loud – enthusiastic – electric. People were screaming, stamping their feet, and standing for every Colt’s play. The fans even cheered for the silly little contests that were played by Blue, the Colt’s mascot, during time-outs! They were truly awesome events to attend!

Are Contact Centers Trend Setters?

Wed, 11 Aug 2010 06:54:00 -0700

This morning, I decided to see what the latest Google results for “Contact Centers” were. The results were a little overwhelming…Software, IVR, SaaS, Cloud Computing, Predictive Dialing, CRM, Outsourcing, Business Process Automation…just to name a few. I’ve been in the Contact Center world for 15+ years now and have watched and participated in the evolution of the technology that powers them… going from offering simple ACD Processing to now being able to automate business processes, there has been a huge leap in the technology. I personally think that Contact Centers are no longer a “cost” center; but a must have “value” center for end customers. Contact Centers are driving innovation for end customers who are more educated then they have ever been…customers want to do business-how THEY want to do business….on the phone, via email, text, web chat, etc….it’s a trend that is driving the contact center industry.

Are You Investing in the things that Truly Delight Your Customers?

Wed, 04 Aug 2010 06:51:00 -0700

I recently traveled to the windy city on an overnight business trip. After I checked into my hotel room I was astonished to discover that the room had unique breath mints that were designed to match the trendy hand soap. As a marketer, I appreciate the time and detailed effort that goes into building brand equity and the thought behind delighting customers. I was amazed. They had gone above and beyond what I expected from my hotel room… or so I thought…

Sharpening Your Contact Center Staff

Mon, 02 Aug 2010 06:45:00 -0700

When was the last time you used a good old #2 pencil? Remember those? They’re the preferred writing instrument of elementary school students and standardized test takers all over the country. (I clearly remember filling in those little circles with my #2 pencil.) It’s back to school season and packs of pencils are popping up in stores everywhere.

Infrastructure: the Heart of Your Office Communications System

Thu, 29 Jul 2010 06:39:00 -0700

In 1982, in the early days of the telecom industry, I sat at a teletype in an office in Indianapolis and programmed a PBX in Columbus, Ohio, over the phone lines, at 300 baud (a recent upgrade from 110, by the way). I’d type a three digit code then several seconds later the system would prompt me for the next code. (For you youngsters out there, 300 baud: 300 bits per second, which is equivalent to 37.5 characters per second, or 6.8 words per second. A 10,000 word file would crawl across the phone lines in 1,470 seconds, or 24.5 minutes! Forget about graphics or video). So maybe it took us all day to program a couple hundred phones, we were just happy to not have to travel to Ohio. It was amazing and fantastic!

Workshifting - How the Changing Face of "the office" Can Expand Your Business

Wed, 21 Jul 2010 06:31:00 -0700

Workshifting is a term coined by Citrix Online to define the growing trend of working from anywhere other than a traditional office. To me it’s a more descriptive term than telecommuting, virtual workers, home office or any of the other terms that are regularly used to describe working from somewhere other than “the office.”

Zappos's 7 Ways to Achieve Remarkable Contact Center Customer Service

Mon, 19 Jul 2010 06:25:00 -0700

I was leafing through the pages of the latest Harvard Business Review the other day and caught a glimpse of an article by Tony Hsieh, the CEO of Zappos on going to extremes for customers. In case you haven’t heard, Zappos’ remarkable reputation for extreme customer service has been key in taking in from 1.6M in revenue in 2000 to 1.2B in 2009, yes, that’s Billion with a “B”. Oh, and by the way, it’s harder to get a job at Zappos than it is to be accepted into Harvard University!

Ideas that will Make Your Contact Center More Efficient

Wed, 14 Jul 2010 06:21:00 -0700

How would you define an idea?…Wikipedia states that in the most narrow sense of the word, an idea is just whatever is before the mind when one thinks…in a popular sense, an idea arises in a reflex, spontaneous manner, even without thinking or serious reflection….how can this apply to your business, you ask?

Saving Your Assets: How to Save Money and Protect Your Small Business with IP Video Surveillance

Mon, 12 Jul 2010 06:14:00 -0700

For a small business, knowing what’s happening in your storefront, warehouse, or parking lot at all times can make all the difference in your company’s physical and financial security. In the past, securing your company with video surveillance would have been a daunting, and expensive prospect. But with today’s technology, small businesses can easily and inexpensively implement physical security systems to protect their businesses and employees.

How the Power of... the Pen can have a Profound Affect on Contact Center Agent Morale

Wed, 07 Jul 2010 06:09:00 -0700

We are such a technology focused society today. (Look at how many IPhone 4’s Apple sold in one week.) We want it fast. We want it to be slick. We want it now! I had an experience this week that reminded me that the power of “fast,” “slick” and “now!” can be balanced with a simple ballpoint pen.

Server Down? You've Just Lost Potential Customers... A Timely and Relevant Article by Rhonda Abrams.

Mon, 05 Jul 2010 05:55:00 -0700

I just read an interesting article in USA Today by Rhonda Abrams. Ms. Abrams is president of The Planning Shop, publisher of books for entrepreneurs. She makes some important points about how critical the network is for a small business. Her article was so timely and relevant I thought I’d re-post it in its entirety:

Mr. Watson, "Come Here" I want to see you.

Thu, 01 Jul 2010 05:50:00 -0700

It’s hard to comprehend the impact that Alexander Bell’s historic statement, made during his first experiment with the telephone in 1876, would impact the world’s communications.

Can You See Me Now? Leveraging Video In Your Small Business.

Wed, 30 Jun 2010 05:45:00 -0700

Are you looking for ways to make your remote employees part of the team? Or wonder how you can add a more personal feel to meetings with clients whose office is hundreds of miles away? Are you trying to reduce travel expenses and save time? Try adding video to your next conference call.

Disruptive Changes that are Happening in the Legal Field... Right Now.

Tue, 15 Jun 2010 05:34:00 -0700

A modern-day case study of disruptive change is happening in the legal field and it’s happening right now. And, the rest of the business world should be watching to see how the strong firms survive.

Blinking Lights

Fri, 04 Jun 2010 05:15:00 -0700

Admittedly, I get up at a ridiculously early hour of the morning…so early, that it’s always dark when I get up. This morning, as I got out of bed, I noticed blinking lights. It took me a minute, but I realized that my husband’s smartphone had a green light blinking on his nightstand, and mine had a red light blinking on my nightstand. I almost laughed out loud as I looked at the two of us with cell phones next to our bed – blinking – demanding our attention (at 4:30 in the morning!).

Creating an IT Vision...

Wed, 02 Jun 2010 05:08:00 -0700

Why vision isn’t a four-letter word BUT your most valuable tool for achieving IT success.

I was reading the book The Leadership Challenge by Kouzes & Posner the other evening and happened on a particular chapter that resonated with me, it was on vision. Yes, vision.

CPI Named One of Indiana's Best Places To Work 2010

Fri, 07 May 2010 11:07:00 -0700

May 6, 2010 – Companies with strong workplace practices – rooted in respect, teamwork and good communication – were recognized tonight at the Indiana Roof Ballroom as the Indiana Chamber unveiled rankings for the 70 companies from throughout the state that made the 2010 Best Places to Work in Indiana list (which was released February 22).

How to Leverage Your CRM Investment...

Wed, 28 Apr 2010 10:20:00 -0700

“Where do your employees spend most of their time?”…the response I hear most is on the phone or in email…CRM is usually not in the top 2….so how are companies making the most of their investment when they purchase a CRM product?

How to Put a Contact Center Game Plan Together

Wed, 31 Mar 2010 08:31:00 -0700

It’s March Madness and I’ve been talking about basketball. In my last post, I talked about wanting to win. Do your agents know your game plan? What do they have to do every day to win?