102 Articles Tagged Customer Service

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How Do You Create a Tech-Driven Guest Experience?

  • Robert K. Mitton
  • December 8, 2016 | 5 minutes to read
  • Hospitality, one of the world’s most prevalent and influential industries, is using tech-driven guest experiences to boost success. In addition to the usual business trips…
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Every Week is Customer Service Week for this Credit Union

  • Sandra Thomson
  • October 4, 2016 | 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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E911’s Fatal Flaw is Lack of Location Data—How Avaya Breeze Can Solve

  • Markus Bornheim
  • September 28, 2016 | 6 minutes to read
  • The night of her husband's death, Alison Vroome did everything she knew to be right. She grabbed her phone, called 911 and told the operator…
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How Workforce Optimization Tools Positively Impact Your Business, Clients, and Bottom Line

  • Jeff Kerslake
  • August 24, 2016 | 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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Kari’s Law Progress: Texas to implement new 911 Law

  • Mark J. Fletcher, ENP
  • August 10, 2016 | 2 minutes to read
  • 983 days. 983 days since a little girl lost her mother after a brutal stabbing, because the motel she was staying in required her to…
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Avaya Named a Leader in Gartner’s Magic Quadrant for Contact Center Infrastructure

  • Gordon Blackie
  • June 2, 2016 | 1 minute to read
  • Avaya is honored to be recognized as a leader in Gartner's Magic Quadrant for Contact Center Infrastructure worldwide. Avaya has been the only vendor having…
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Diligent Benefits Tackles Insurance Industry Customer Experience with Avaya Cloud

  • Luke Stangel
  • March 16, 2016 | 2 minutes to read
  • Diligent Benefits represents a new breed of financial services provider, armed with innovative technology to deliver a superior experience to consumers researching and purchasing life…
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Winning on the Customer Service Battleground

  • Luke Stangel
  • March 7, 2016 | 5 minutes to read
  • Think back to the last time you had a truly magical customer service experience. For me, it was a recent trip to an airport car…
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Transitioning from Cold Calling to Relationship-Building through the Contact Center

  • Iman Ghorayeb
  • March 1, 2016 | 3 minutes to read
  • How often does it happen that you are in the office, maybe exchanging a joke with colleagues or trying to get your head around a…
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Interview: What is Knowledge-Centered Support, and Why Is It the Future?

  • Carl Knerr
  • March 1, 2016 | 8 minutes to read
  • While Avaya is well known as the #1 contact center vendor for 15 years, what is less known is the best-in-class contact center that Avaya…
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Why Healthcare Providers Need to Deliver Uber-Like Service

  • Iman Ghorayeb
  • January 19, 2016 | 3 minutes to read
  • I have a confession to make: I’ve never used Uber. Personally, I like to order my taxis the old fashioned way – by calling the…
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Customer Retention: The Quiet, Potent Driver of Customer Lifetime Value

  • Laura Bassett
  • January 14, 2016 | 3 minutes to read
  • Smart investors love compound interest--the longer they can hold onto an asset, the more valuable their portfolio becomes. The same is true in business: Smart…
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6 Ways to Differentiate and Improve Customer Satisfaction Scores

  • Pat Patterson
  • January 13, 2016 | 5 minutes to read
  • What better way to mark a new year for service providers than by implementing best practices--in a world of self-healing IT equipment that will enhance…
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6 Curious Facts about NORAD’s Santa-Tracking Program

  • Laura Bassett
  • December 17, 2015 | 3 minutes to read
  • On Christmas Eve each year, hundreds of thousands of children around the world tune into their local TV news stations, search online and call a…
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Customer Lifetime Value: An Imperative in the Digital Era

  • Laura Bassett
  • November 19, 2015 | 2 minutes to read
  • For years, smart businesses have operated under the mantra "the customer is always right." In an article earlier this year, I wrote about research that…
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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…