Articles in CX and Contact Center

Optimize Outbound Customer Care and Agent Productivity

  • Jon Alperin
  • February 18, 2019 | Estimated reading time: 3 minutes to read
  • As a consumer, we’ve probably all had the experience of listening to a voice message only to realize that the automated system didn’t catch it…
How to Design Interactions that Produce Elated Customers

How to Design Interactions that Produce Elated Customers

  • Guest Contributors
  • February 13, 2019 | Estimated reading time: 3 minutes to read
  • This blog is authored by Robin Gareiss, President and Founder, of Nemertes Research. Ms. Gareiss leads Nemertes Digital Transformation research. She also is a widely…
Avaya IX Workforce Engagement

Avaya IX Workforce Engagement – Transforming Employee Productivity and Customer Experience

  • Mike Butts
  • January 29, 2019 | Estimated reading time: 4 minutes to read
  • For most contact centers, the agent workforce is one of the biggest expense lines on the budget. In fact, the agent talent pool can account…
The focus on customers is more intense than ever—and for good reason.

Are You Obsessed With Digital Customer Experience? Here’s Why You Should Be

  • Guest Contributors
  • January 14, 2019 | Estimated reading time: 2 minutes to read
  • This blog is authored by Robin Gareiss, President and Founder, of Nemertes Research. Ms. Gareiss leads Nemertes Digital Transformation research. She also is a widely…
Where in the world is Santa

Where in the World Is Santa?

  • Jerry Dotson
  • December 18, 2018 | Estimated reading time: 3 minutes to read
  • ‘Twas the night before Christmas, the contact center was quiet, Not an agent was stirring, not even a pilot. The vacation requests were logged by…
What Difference Does 5 Years Make?: Millennial Channel Preference

What Difference Does 5 Years Make?: Millennial Channel Preference

  • Guest Contributors
  • November 15, 2018 | Estimated reading time: 3 minutes to read
  • This blog is authored by Krista Capone, Sr. Manager, Corporate Marketing at C3i Solutions. Krista has over 10 years' experience leading marketing, branding, lead generation…
CX Being Led by Humans, Not Bots—Hear More from Avaya at AI & Big Data Expo

CX Being Led by Humans, Not Bots—Hear More from Avaya at AI & Big Data Expo

  • Bruce Rosen
  • November 14, 2018 | Estimated reading time: 2 minutes to read
  • I’ve been on the road the past several weeks, listening to organizations describe the digital transformations they are trying to implement to improve their customer…
Next-Gen Unified Communications & Collaboration is All About Convergence

Next-Gen Unified Communications & Collaboration is All About Convergence

  • Dino Di Palma
  • November 7, 2018 | Estimated reading time: 4 minutes to read
  • I’m a big fan of “The Office,” both U.K. and U.S. In season 7 of the U.S. series, temp-turned-boss-turned-con Ryan (portrayed by the ever-talented B.J.…
AI isn’t Artificial in the Contact Center—Here’s Why it Works

AI isn’t Artificial in the Contact Center—Here’s Why it Works

  • Paul Lang
  • November 6, 2018 | Estimated reading time: 4 minutes to read
  • I recently had the pleasure of co-hosting a webinar with leading Communications Industry Analyst Sheila McGee-Smith titled “How AI Drives Results in the Contact Center”…
Three Frightening Contact Center Problems Solved with Cloud

Three Frightening Contact Center Problems Solved with Cloud

  • David Rollison
  • October 25, 2018 | Estimated reading time: 2 minutes to read
  • It’s the spookiest time of the year, and not just because contact centers like yours are about to head full bore into the holiday rush.…
Channel Surfing: How Do Consumers Engage with Your Brand?

Channel Surfing: How Do Consumers Engage with Your Brand?

  • Guest Contributors
  • October 25, 2018 | Estimated reading time: 3 minutes to read
  • This blog is authored by Dale Conwell, Vice President, C3i Solutions. Dale's primary focus is developing innovative solutions for companies in consumer packaged goods, food…
5 Ways Virsae Keeps Your Avaya Infrastructure at Peak Performance

5 Ways Virsae Keeps Your Avaya Infrastructure at Peak Performance

  • Jon Alperin
  • October 3, 2018 | Estimated reading time: 3 minutes to read
  • We recently welcomed UC service management provider Virsae as a new DevConnect Partner. Virsae is now compliant with a range of Avaya unified communications and…
Why Artificial Intelligence Now—and Why in Customer Care?

Why Artificial Intelligence Now—and Why in Customer Care?

  • Guest Contributors
  • September 19, 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…
Customer Grievances Beyond the Grave: Why Experiences Matter

Customer Grievances Beyond the Grave: Why Experiences Matter

  • Chris McGugan
  • September 18, 2018 | Estimated reading time: 4 minutes to read
  • I recently chipped away at the issue of companies poorly incorporating voice of the customer (VoC) insights into the experiences they deliver (according to Gartner,…
Use VoC—Voice of the Customer—Insights to Blow Your Customers’ Minds

Proactively Use VoC Insights to Blow Your Customers’ Minds

  • Chris McGugan
  • September 6, 2018 | Estimated reading time: 5 minutes to read
  • They say that by 2020, customer experience (CX) will overtake price and product as the No. 1 brand differentiator. I say it already has. Every…