42 Articles Tagged CEM

Avaya Article Thumbnail

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…
Avaya Article Thumbnail

Are You Missing Customer Expectations? Probably!

  • Laura Bassett
  • February 17, 2015 | 2 minutes to read
  • We all know that consumers are more demanding and more powerful than ever before. Consumers are spoiled for choice, with more information and a stronger,…
Avaya Article Thumbnail

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…
Avaya Article Thumbnail

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…
Avaya Article Thumbnail

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…
Avaya Article Thumbnail

Avaya + Google: The Who, How, and What of an Exciting Alliance

  • Laura Bassett
  • December 11, 2014 | 2 minutes to read
  • Yep, that’s right, two of the best, bringing you the best. Here's the scoop on who, how and what: Who. You may not have heard…
Avaya Article Thumbnail

Four Reasons Your Social Customer Care Belongs in the Contact Center

  • Laura Bassett
  • November 7, 2014 | 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…
Avaya Article Thumbnail

4 Reasons Why a Complete Customer Experience Strategy Must Include a Unified Contact Center and Workforce Optimization Solution

  • Laura Bassett
  • October 14, 2014 | 2 minutes to read
  • We know that a huge shift in customer service is underway, driven, for the most part, by increasing consumer demands and expectations. The challenge is…
Avaya Article Thumbnail

What National Customer Service Week Means for Avaya

  • Laura Bassett
  • October 8, 2014 | 3 minutes to read
  • Did you know it’s National Customer Service Week? Yep, that’s right! It’s about raising awareness of customer service and the vital role it plays in…
Avaya Article Thumbnail

The First Step to Omnichannel is to ‘Channel’ Your Favorite Team of Superheroes

  • Laura Bassett
  • August 25, 2014 | 4 minutes to read
  • In our last blog, Omnichannel Customer Service: Function or Fad?, we defined omnichannel customer service and discussed what an omnichannel experience looks like. However, we…
Avaya Article Thumbnail

Omnichannel Customer Service: Function or Fad?

  • Laura Bassett
  • July 28, 2014 | 5 minutes to read
  • The market has a new buzzword. A day doesn’t go by that I don’t see a webcast or event invitation that includes the term omnichannel.…
Avaya Article Thumbnail

An Introduction to the Opus Codec

  • Andrew Prokop
  • July 15, 2014 | 4 minutes to read
  • This is my third article on audio codecs. The first two covered the common codecs such as G.711 and G.729, along with the relative newcomers…
Avaya Article Thumbnail

Life is a Journey – Don't Let Lack of Coverage Create a Detour

  • Luke Stangel
  • June 11, 2014 | 2 minutes to read
  • Are you married? Homeowner? Business owner? No matter which category we fall in to, we have probably had an insurance policy at some point in…
Avaya Article Thumbnail

Toddlers, Toys, Technology (and your Contact Center)

  • Laura Bassett
  • June 10, 2014 | 4 minutes to read
  • I was recently told a story by a colleague that really got me thinking about the customer experience and how the expectation of the consumer changes…
Avaya Article Thumbnail

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…
Avaya Article Thumbnail

Don’t Have a Pen? Don’t Worry, With Webtext and Avaya Aura®

  • Guy Clinch
  • June 4, 2014 | 3 minutes to read
  • In my recent post, Stop Wasting Your Time on Hold and Use Webtext with Avaya Aura, I showed how Webtext Call Directed to Text™ allows…