11 Articles Tagged Self-Service

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How to Explain Cloud Projects to a CFO

  • Michael Blake
  • June 1, 2016 | 5 minutes to read
  • As tensions continue to increase in cloud-related discussions at the executive level, so has the importance of effective communication. Much of the debate on cloud…
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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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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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What Our Predicted 2016 Trends Reveal About the Future of Business

  • Laurent Philonenko
  • December 14, 2015 | 6 minutes to read
  • At Avaya, we’re always looking forward. When creating a road map for the future of the company and the benefit of our customers, my team…
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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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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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Making Avaya Easier To Do Business With

  • Carl Knerr
  • April 7, 2014 | 6 minutes to read
  • This past summer, I started a new chapter in my career as the product management lead for Avaya’s Support Advantage maintenance offer. For the first…
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4 Ways to Build a Better Support Experience With Crowdsourcing

  • Pat Patterson
  • February 12, 2014 | 5 minutes to read
  • Who knew that a 2005 idea coined by writers at the New Yorker and Wired magazine would become a global support services trend? As you…
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Bringing "No Bullet Point" Presentations to IAUG Converge

  • Jon Alperin
  • May 7, 2013 | 2 minutes to read
  • Let's face it... While conferences can be fun, there's only so many presentations you can sit through before you start to see bullet points floating…
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How are CIOs Boosting the ROI of Collaboration?

  • Luke Stangel
  • April 9, 2013 | 4 minutes to read
  • In the old days, you had a phone on your desk at work. It was a necessity but purely a cost. Nowadays, communications comes in…