14 Articles Tagged multichannel

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Make or Break: The Customer Experience Imperative for Midsize Businesses

  • Karen Hardy
  • December 1, 2016 | 5 minutes to read
  • According to the Wall Street Journal, 2016 Thanksgiving and Black Friday sales have already accounted for more than $3 Billion in “desktop spending”—aka, e-commerce. While…
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The 5 Reasons Why I Joined Avaya Global Support Services

  • Carl Knerr
  • February 3, 2015 | 4 minutes to read
  • A couple months ago, I found myself around the family kitchen table attempting to explain to my wife why I was considering leaving my current…
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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…
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Get Callers Off Hold With Avaya Innovations Award Winner Webtext

  • Mark J. Fletcher, ENP
  • September 12, 2014 | 9 minutes to read
  • Avaya Tech Talk host Mark Fletcher interviews Guy Clinch, a member of the board of advisors of Webtext (An Avaya DevConnect company and two-time winner…
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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…
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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.…
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The Top 7 Communication Trends of 2014 (Mid-Year Scorecard)

  • Pat Patterson
  • July 9, 2014 | 4 minutes to read
  • The Summer Solstice has come and gone. We have reached the second half of 2014. Now makes for a particularly good time to take a…
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Look In the Mirror: Do You See Your Customer?

  • Laura Bassett
  • April 7, 2014 | 2 minutes to read
  • In my recent travels, I was having dinner with a client and experienced an epiphany: Many businesses may be turning customers away and not even…
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5 Things I Learned About Customer Experience Management While Refinancing My Mortgage

  • Luke Stangel
  • March 24, 2014 | 3 minutes to read
  • I recently took advantage of low interest rates to refinance my mortgage with my original lender, a large, national bank. For all the stories of…
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Why Tablets Should Be Part of Your Customer Service Strategy

  • Luke Stangel
  • March 11, 2014 | 2 minutes to read
  • Consumers in the digital age want it all. Not only do they expect brands to provide the traditional service platforms of call answering and email,…
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The Doctor Will Text You Now

  • Sanjeev Gupta
  • March 6, 2014 | 2 minutes to read
  • I recently missed a call in the middle of a busy day from my physician’s office, which had called to tell me that my son’s…
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Hiding in Plain Sight: A Modern Customer Communications Paradox

  • Laura Bassett
  • January 6, 2014 | 3 minutes to read
  • In this age of customer centricity and customer experience, many businesses face a growing conundrum: Customers are much more accessible through non-traditional channels, but at…
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Today's Asian Consumers *DO* Demand Great Customer Service

  • Luke Stangel
  • November 20, 2013 | 3 minutes to read
  • I spent most of the 90s in Asia - Taiwan and Hong Kong - so I can say with some authority that customer service back…
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"Dude, Communicate With Me On MY Terms!"

  • Laura Bassett
  • October 28, 2013 | 2 minutes to read
  • Among 16- to 24-year-old consumers, 48% would rather shop at your brick-and-mortar store than on your web site (compared to the average of 42%). Online,…