In the past, we have discussed the best of both clouds, how to select a managed service provider and Ava the avatar. Another fast growing trend is the incorporation of video in almost all facets of our life. What about calling a vendor for support on a product and talking to the contact center agent via video conference? If a picture is worth a thousand words, then what are moving images and audio commentary worth to day-to-day communications or to the resolution of a technical support issue? Psychologist Albert Mehrabian demonstrated that 93% of communication is nonverbal while 3M Corporation concluded that people process visuals 60,000 times faster than text. ...more
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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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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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Based on the interest that my Seven Questions to Help Pick your Managed Service Provider generated, I decided to continue the lists and service provider theme with an article on the Traits of Great Communications Services Providers by Michael Runda, President of Avaya Client Services. Do you agree with Mike's top 5? ...more
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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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Prior to AT&T's choice of 911 as a universal emergency number, there were separate numbers for the police, fire department, and ambulance services. Compounding the difficulty for citizens, these numbers also varied by city or state. Besides being a single nationwide number, what made 911 so special was its selective routing design. This provided the ability to route specific telephone lines to specific 911 centers based on the caller's address, as provisioned at the phone company central office....more
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Unified Communications Creates Security Holes. Here's How To Plug Them.
UC Exposes Security Gaps That Your Regular Firewall Can't Even Begin To Sew Up. But A Combination Of Smart Policies And The Right Hardware Can......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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