9 Articles Tagged CC

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3 Predictions about The Future of Customer Experience

  • Laura Bassett
  • October 10, 2016 | 4 minutes to read
  • Sometimes I know what the fictional Rip Van Winkle must have felt like when he woke up from his 20-year slumber. It seems like only…
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The Future of Intelligent Headsets: Avaya, Plantronics Expand Strategic Partnership

  • Luke Stangel
  • December 3, 2015 | 3 minutes to read
  •   In the age of the Internet of Things (IOT), it’s all about intelligence: smartphones, smart watches ... and, thanks to Avaya and Plantronics, smarter…
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Toll-Free Text: Let Your Customers’ Thumbs do the Talking

  • Andrew Prokop
  • November 4, 2015 | 5 minutes to read
  • Technology is a lot like the music business. You can be on top of the charts one day and completely irrelevant the next. The public…
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How to Make Your Self-Service Experience More Customer-Friendly

  • Laura Bassett
  • March 9, 2015 | 3 minutes to read
  • This post concludes my recap of a three-part podcast series on self-service design with Judi Halperin, principal consultant in speech engineering at Avaya. In two…
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WebRTC: Winning the Zero Moment of Truth

  • Laura Bassett
  • February 23, 2015 | 5 minutes to read
  • Most smartphone users check their phones 150 times a day. This behavior, as well as growing high-speed Internet penetration, have changed how consumers create shopping…
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The Role of Proactive Customer Engagement is Changing… Are You?

  • Laura Bassett
  • February 5, 2015 | 5 minutes to read
  • If you’ve worked in the contact center world over the past few decades, you’ve undoubtedly seen firsthand the evolution of how customers engage with organizations--from…
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Self-Service Customer Engagement: To Automate or Not?

  • Laura Bassett
  • January 27, 2015 | 3 minutes to read
  • This post continues my recap of a three-part podcast series on self-service design featuring Judith Halperin, principal consultant in speech engineering at Avaya. My first…
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Start the New Year Right with Can't-Miss Expert Advice on Self-Service Design

  • Laura Bassett
  • January 6, 2015 | 3 minutes to read
  • Achieving a strong ROI on your self-service systems--such as Interactive Voice Response and enterprise voice portals--depends on having customers use them. Whether that happens is…
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Are Your Agents Driving the Best Results for Your Contact Center?

  • Laura Bassett
  • June 5, 2014 | 3 minutes to read
  • Are your agents driving the best results for your contact center? An interesting question perhaps! But here’s a thought: Engaged agents equal happy customers, and…