Contact Centers
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Contact Centers
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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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A Path to Profitability in the Contact Center? Definitely!
Making It Real: In the Customer Experience Management team here at Avaya we've come up with a workshop, (yes, workshop) designed to take the principles of Customer Experience Management and help folks apply them to their businesses. Consider this: Increasing Profitability Through Customer Experience Management - Farce or Reality? According to Forrester research, companies that prioritize the Customer Experience generate 60% higher profits than their competitors. This is just one of the things we'll ponder together as we discuss transforming the traditional Contact Center into a true Customer Experience Management environment. ...more
Enhanced Avaya Automated Chat means Enhanced Customer Support
Continuing the theme of last month's post on Tools Helping To Reduce The Complexity of Today's Communications Technology, I have asked Gail Kibbe, Director Avaya Global Support Services, to provide an inside view of the evolution of one of Avaya's most impressive tools, the Avaya Support Website. ...more
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In the old days, you had a phone on your desk at work. It was a necessity but purely a cost. Nowadays, communications comes in......more
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Delivering the Connected Enterprise at Enterprise Connect
What is the connected enterprise? Well - it's gone way past connecting tin cans together with a string! It's certainly about making sure your employees are accessible and "hooked in", but it's also gone beyond people having smart phones with email access. Being a connected enterprise means transforming business with communications and collaboration. The bottom line is, while you're enabling your employees to remain connected and productive, regardless of their environment or situation, be sure that you're also staying connected to your customers! ...more
How Speech Analytics Helped These Three Contact Centers
WebRTC and cloud felt like the belles of the Enterprise Connect 2013 ball (read about Avaya's new Collaborative Cloud and involvement in WebRTC here). No......more
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I've probably been to 50 tech conferences in my career. So things have to be pretty....different in order to surprise me. So the failed keynote......more
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Kennedy at Enterprise Connect: Avaya is Taking Control of the Middle
In games as varied as football and chess, to actual warfare, controlling the middle of the field is not only vital - it begets a......more
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