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Services | By Pat Patterson | 21 May 2013
An Insider's Guide to Avaya's Customer Service Transformation - People, Processes, and Technology
In a previous blog Gail Kibbe touched on the evolution of the Avaya Support Website (ASW), which has been key to improving Avaya customer support. If you are responsible for Customer Support at your company the following may hold some ideas on how to improve the quality of your customer support as well as employee engagement. In 2012, Avaya Client Services (ACS) embarked on a new management strategy to transform the culture of customer (or as we call them clients) care. It worked! In just one year, we saw the following phenomenal results from our efforts....more
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By Jon Alperin | 21 May 2013
The End Users' Lament: Give me something new, but don't change what I love
End users have a love/hate relationship with software applications. On one hand, software never seems to do exactly what we want it to do. And on the other, any attempt to change an applications user experience once we've managed to master it's intricacies and quirks is met with almost universal annoyance. According to the user experience experts at Macadamian, however, there is a better way to approach an overhaul of an application that won't completely alienate the current user base. Whether you are an IT or commercial software developer, I invite you to join DevConnect for a special, no-cost "First Wednesday" seminar with Macadamian on 5 June at 12 noon EDT, where we'll explore How to Overhaul a UI Design Without Upsetting Current Users....more
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A recent blog post by John Cassidy in the New Yorker posed an interesting question - "What happened to the internet Productivity Miracle?". The author......more
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Sending live tweets from the York Regional Police, Ontario, Canada based helicopter crew provides a "virtual ride along" that would be almost impossible to re-create without the involvement of a camera crew, and the postproduction editing. All of that equals time spent producing, and not delivering content. ...more
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Last week I had the pleasure of presenting at the semi-annual Technology Services World (TSW) Conference, hosted by the Technology Services Industry Association (TSIA) on the Avaya Mentor program, which I had also written about last August. This was a conference focused on services transformation and TSIA asked that I talk about how we at Avaya put together this video knowledge base, including challenges we faced. The breakout session was well attended and so I thought I would share this presentation with you here. Below is a YouTube video of me doing the presentation (not at TSW), which I've also summarized, along with more success metrics, for those who prefer to read....more
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Collaboration | By Robin Raulf-Sager | 14 May 2013
7 Simple Truths about Desktop & Mobile Video Conferencing
Desktop and mobile video are all the rage right now. Every video vendor claims they have a viable solution, and there is a seemingly endless string of new entrants to the market. In such a crowded space, it's sometimes difficult to stand out - and for those outside the industry, it's probably even harder to cut through all the noise. The purpose of this blog is to highlight the truth about the applications available today and call out some of the most important desktop and mobile video conferencing features. ...more
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Last year, we took a look at how the Canadian consumer has been leading the way in driving the technology evolution into social media, broadband......more
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By Guy Clinch | 10 May 2013
Another Chapter in the Ongoing Debate Started by Joshua Millsapps' Question "Is remote work, too remote?"
In January Joshua Millsapps asked "Is remote work, too remote?" In March, Marissa Mayer Yahoo's CEO caused a firestorm when she outlawed telework at the company. Debate rages across social media and other venues about the role of telework in today's economy. This is especially true for governments. Guy interviews Rebecca Kay Phelps Contact Center Segment Manager at Jabra. Listen and learn more ......more
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