Articles in CX and Contact Center

Three Ways to Get More From a Workforce Optimization Platform - Avaya

Three Ways to Get More Value from Your Workforce Optimization Platform

  • Mike Butts
  • June 18, 2018 | Estimated reading time: 4 minutes to read
  • It used to be that a brand consisted of a logo and a visual or verbal impression. Today, there are many factors making up—and impacting—your…
Connect Employees & Customers How You Want, When You Want - Avaya

Connect Employees & Customers How You Want, When You Want

  • Fadi Hani
  • June 4, 2018 | Estimated reading time: 2 minutes to read
  • Sometimes it pays to look around you, to take stock of what has changed and what is changing. Today, businesses the world over are transforming,…
Why a World Record-Setting Mentality is Critical in Customer Experience

Why a World Record-Setting Mentality is Critical in Customer Experience

  • Abdullah Ali
  • June 1, 2018 | Estimated reading time: 3 minutes to read
  • Less than four seconds separated gold from silver in the 4x100m women’s freestyle relay final at the 2018 Commonwealth Games, but only just over half…
Artificial Intelligence in Contact Centers—How to Know Your Customers

Artificial Intelligence in Contact Centers—How to Know Your Customers

  • Ahmed Helmy
  • May 31, 2018 | Estimated reading time: 3 minutes to read
  • A customer could once walk into a local shop and be personally greeted by the sales assistant who very often had a one-to-one, direct—and therefore…
Using Blockchain Technology to Measure CX—See Your Happiness Scores

Using Blockchain Technology to Measure CX—See Your Happiness Scores

  • Ahmed Helmy
  • March 20, 2018 | Estimated reading time: 2 minutes to read
  • Today, many of us are celebrating the International Day of Happiness, which is focused on making happiness a greater priority for all of us. We…
Connected Health: The Digital Transformation of Care Innovation

Connected Health: The Digital Transformation of Care Innovation

  • Alison Nicole Haughton
  • March 16, 2018 | Estimated reading time: 3 minutes to read
  • All around the world, across the spectrum of disease, IT is changing our approach to chronic conditions and how we approach connected health. Text messages…
Proactive Patient Engagement for Driving Value-based Care

Proactive Patient Engagement for Driving Value-based Care

  • Tara Mahoney
  • March 8, 2018 | Estimated reading time: 3 minutes to read
  • As healthcare plans increase in complexity in addition to a growing number of chronic health conditions (healthcare organizations are expected to spend close to $6…
Why Next-Gen Omnichannel is the Catalyst for Value-Based Healthcare - Avaya

Why Next-Gen Omnichannel is the Catalyst for Value-Based Healthcare

  • Kannan Sreedhar
  • March 5, 2018 | Estimated reading time: 3 minutes to read
  • There’s no denying that value-based healthcare is revolutionizing how healthcare is delivered and paid for. In a way, it is the perfect storm: a shortage…
Using AI in Contact Centers to Create Better Customer Engagement

Using AI in Contact Centers to Create Better Customer Engagement

  • Laura Bassett
  • February 13, 2018 | Estimated reading time: 5 minutes to read
  • I’ve been through quite a few technology trends in my career, and to say Artificial Intelligence (AI) is one of the hottest may be an…
A Closer Look at MiFID II Recording Requirements

A Closer Look at MiFID II Recording Requirements

  • Laura Bassett
  • January 26, 2018 | Estimated reading time: 4 minutes to read
  • The Markets in Financial Instruments Directive II (MiFID II)—arguably the greatest reform to hit Europe’s financial industry—is finally in effect as of January 3, 2018.…
MiFID II: What Do You Need to Know?

MiFID II: What Do You Need to Know?

  • Guest Contributors
  • January 24, 2018 | Estimated reading time: 3 minutes to read
  • Sheila McGee-Smith is a leading communications industry analyst and strategic consultant with a proven track record in new product development, competitive assessment, market research, and…
10 Key CX Predictions for Success in 2018 - Avaya Blog

10 Key CX Predictions for Success in 2018

  • Laura Bassett
  • January 16, 2018 | Estimated reading time: 9 minutes to read
  • New year. New goals. New CX Predictions. 40% of executives recently polled by Avaya rate their company’s customer experience as “poor” or “average,” and 93%…
Customer Experience Starts Here – Avaya Connected Blog

Customer Experience Starts Here

  • Laura Bassett
  • December 13, 2017 | Estimated reading time: 2 minutes to read
  • At this point, you know customer experience is the competitive battleground in today’s smart, digital world. When done right, customer engagement can increase revenue and…
Balancing High Tech and High Touch to Maximize Customer Experience - Avaya

Balancing High Tech and High Touch to Maximize Customer Experience

  • Laura Bassett
  • December 6, 2017 | Estimated reading time: 2 minutes to read
  • What does every industry have in common? The critical need to balance high tech and high touch to deliver extraordinary customer experience. Consider hospitality: 70%…
Keeping Up with “NORAD Tracks Santa”—Could Your Contact Center Do This?

Keeping Up with “NORAD Tracks Santa”—Could Your Contact Center Do This?

  • Jerry Dotson
  • December 4, 2017 | Estimated reading time: 4 minutes to read
  • It’s that time of year again! It’s when an Avaya industry-leading contact center solution is put to its ultimate test. Every day, Avaya contact center…