28 Articles Tagged Call Center

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Call it what you will: Multi-channel, Omnichannel—It isn’t about the Contact Center!

  • Karen Hardy
  • March 24, 2017 | Estimated reading time: 4 minutes to read
  • At this point, we know that most companies are competing exclusively on the customer experience (83%, according to Dimension Data). McKinsey Insights shows that effective…
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Get out of the Queue: Drive Your CX with Attribute Matching

  • Laura Bassett
  • March 23, 2017 | Estimated reading time: 4 minutes to read
  • At this point, nearly every company is working overtime to realign around two simple words: customer experience (CX). So much so that nearly 90% of…
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Every Week is Customer Service Week for this Credit Union

  • Sandra Thomson
  • October 4, 2016 | Estimated reading time: 3 minutes to read
  • It’s not easy for credit unions to compete these days. Many need to win against neighboring big banks, with nearby branches, billions in operating expenses,…
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How Workforce Optimization Tools Positively Impact Your Business, Clients, and Bottom Line

  • Jeff Kerslake
  • August 24, 2016 | Estimated reading time: 3 minutes to read
  • Founded in 1962, Common has been delivering best-in-class accounts receivable management programs throughout Canada for decades. With an unwavering commitment to excellence, Common’s leadership team…
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New Age, New Requirements, More Innovation: 3 Ways to Keep Up (Part 1)

  • Jean Turgeon
  • August 17, 2016 | Estimated reading time: 4 minutes to read
  • When we talk about what has changed within the last 25 years in technology, communications and business, it feels only possible to scratch the surface.…
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Four Reasons Your Social Customer Care Belongs in the Contact Center

  • Laura Bassett
  • November 7, 2014 | Estimated reading time: 5 minutes to read
  • I have had the great opportunity for much of the last 4 years to speak with CMOs and social media Managers of companies across the…
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Why 9-1-1 may NEVER work

  • Mark J. Fletcher, ENP
  • July 31, 2014 | Estimated reading time: 5 minutes to read
  • After a brief hiatus spanning the past few weeks, I have had some time to reflect on the existing problems with emergency calling, and refocus…
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Know Your Customers: Customer-Centric vs System-Driven

  • Luke Stangel
  • April 24, 2014 | Estimated reading time: 4 minutes to read
  • The success of a business is measured by its bottom-line profitability and the number of satisfied customers. Although these two factors seem contradictory at first…
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Avaya IP Office Helps TLC's "Cake Boss" Grow his Business 14x

  • Luke Stangel
  • March 18, 2014 | Estimated reading time: 2 minutes to read
  • Carlo's Bakery is a century-old Hoboken, New Jersey shop. Owned by the Valastro family, Carlo's Bakery makes artistic confections like this: And this: And this: When the TLC's "Cake…
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What's Avaya's Aura Virtualization Roadmap?

  • Mark J. Fletcher, ENP
  • February 7, 2014 | Estimated reading time: 5 minutes to read
  • Tac Berry is a senior product marketing manager at Avaya, with 3 decades of experience in marketing and business development in the voice and data…
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Maximize Customer Lifetime Value by Improving all 360 Degrees of a Customer's Experience

  • Luke Stangel
  • January 28, 2014 | Estimated reading time: 5 minutes to read
  • The customer experience is changing ever faster today due to new technologies. The habits of customers are shifting as companies broaden when and accelerate how…
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Understanding Where Your Customers Went (and How to Win Them Back)

  • Laura Bassett
  • November 7, 2013 | Estimated reading time: 4 minutes to read
  • Technology never stops progressing. What's great for users isn't great for companies who must confront their customers' increased expectations. Ignore this, and your customer base…
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How Mediocre Customer Service Is Driving Your Customers Away

  • Luke Stangel
  • November 5, 2013 | Estimated reading time: 2 minutes to read
  • Some companies drive away loads of customers with one big move. Like that department store chain that got rid of coupons and sales promotions. Its…
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5 Essential Ways to Boost Your Customer Experience

  • Luke Stangel
  • August 2, 2013 | Estimated reading time: 4 minutes to read
  • photo credit: Phil Dowsing Creative via photopin cc Everyone knows that keeping your customers happy is key. "How customers perceive their interactions have been will…
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Does the Shoe Fit?

  • Luke Stangel
  • July 30, 2013 | Estimated reading time: 2 minutes to read
  • Many of us have supported the contact center industry for years as managers, directors, executives, contact center solution vendors -- and yet have never spent…
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Infographic: Why Bad Customer Service Bleeds Your Company Dry

  • Luke Stangel
  • June 24, 2013 | Estimated reading time: 2 minutes to read
  • "Have it your way," has been Burger King's motto on-and-off for the past three decades. No matter what you think about the food (my thoughts:…