Articles in CX and Contact Center

Enterprise Connect 2014: Val Matula on How Video Will Change Contact Centers Forever

  • Luke Stangel
  • March 19, 2014 | Estimated reading time: 9 minutes to read
  • WebRTC is new, hot, and not terribly well-understood by many. Thankfully, Val Matula, Avaya’s Senior Director of Multimedia Technologies, knows the ins-and-outs, where it came…

Enterprise Connect 2014: Mark Massingham on Innovation in IP Office Contact Centers

  • Luke Stangel
  • March 18, 2014 | Estimated reading time: 4 minutes to read
  • At Enterprise Connect 2014, Avaya has focused on solutions into the midmarket--roughly defined as businesses with 5,000 employees or less. As part of our ongoing…

Avaya IP Office Helps TLC's "Cake Boss" Grow his Business 14x

  • Luke Stangel
  • March 18, 2014 | Estimated reading time: 2 minutes to read
  • Carlo's Bakery is a century-old Hoboken, New Jersey shop. Owned by the Valastro family, Carlo's Bakery makes artistic confections like this: And this: And this: When the TLC's "Cake…

The Case Against Being Timid: American Express and Home-Based Agents

  • Luke Stangel
  • March 18, 2014 | Estimated reading time: 2 minutes to read
  • In countless conference presentations and webinars, I've advised attendees to "put a toe in the water," by gradually expanding their home agent programs. And now…

Why Tablets Should Be Part of Your Customer Service Strategy

  • Luke Stangel
  • March 11, 2014 | Estimated reading time: 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,…

The High Cost of Customer Inconvenience: Gradual (Then Sudden) Failure

  • Laura Bassett
  • March 10, 2014 | Estimated reading time: 2 minutes to read
  • Seth Godin might not be a household name for most people, but in the marketing world, he's widely-known through his books, speaking engagements and blog.…

Enterprise Connect 2014 Preview: What to Expect from Avaya in Customer Experience Management

  • Mark J. Fletcher, ENP
  • March 7, 2014 | Estimated reading time: 1 minute to read
  • FLETCH: Hey. It's Fletch with the Avaya Podcast Network and welcome to TechTalk. We're talking with Lindsay Parker, who is the Senior Director for Enterprise…

Customer Experience Management: Don't Just Measure, Measure What Matters

  • Laura Bassett
  • March 3, 2014 | Estimated reading time: 3 minutes to read
  • The old management adage says “You can’t manage what you don’t measure,”–i.e., if you don’t track performance, how can you improve? When it comes to…

Q&A: Carousel Industries on How to use Big Data in your Contact Center

  • Mark J. Fletcher, ENP
  • February 26, 2014 | Estimated reading time: 3 minutes to read
  • Nick Colintsis is Vice-President of engineering operations at Carousel Industries, one of Avaya's leading partners (and its 2013 Customer Experience Management partner of the year),…

Big Data, Big Value, Big Leap Forward for Customer Experience

  • David Butler
  • February 18, 2014 | Estimated reading time: 3 minutes to read
  • In the 2002 neo-noir thriller Minority Report, technology has as big a role as the film's star, Tom Cruise. In one scene, as Cruise's character…

4 Ways to Build a Better Support Experience With Crowdsourcing

  • Pat Patterson
  • February 12, 2014 | Estimated reading time: 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…

3 Ways to Solve Your Customers' Problem the First Time

  • Laura Bassett
  • January 28, 2014 | Estimated reading time: 2 minutes to read
  • I'm often asked how to deal with problem customers--customers who call back over and over with the same issue or with related issues. A clue…

Maximize Customer Lifetime Value by Improving all 360 Degrees of a Customer's Experience

  • Luke Stangel
  • January 28, 2014 | Estimated reading time: 5 minutes to read
  • The customer experience is changing ever faster today due to new technologies. The habits of customers are shifting as companies broaden when and accelerate how…

Social Government - Connecting with the Masses

  • Mark J. Fletcher, ENP
  • January 23, 2014 | Estimated reading time: 4 minutes to read
  • In the great words of Abraham Lincoln, our government is one that is “of the people, by the people, for the people”. In a two-minute…

Hiding in Plain Sight: A Modern Customer Communications Paradox

  • Laura Bassett
  • January 6, 2014 | Estimated reading time: 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…