Articles in CX and Contact Center

Customer Service Brings the Holiday Spirit to the Hearts and Minds of Children

  • Laura Bassett
  • December 27, 2013 | Estimated reading time: 3 minutes to read
  • Avaya supports the NORAD Santa Tracker every year, to help children around the world know what Santa's up to! Last year, nearly 114,000 children across…

5 Reasons Why You Should Call 1-877-HI-NORAD On Christmas Eve

  • Luke Stangel
  • December 20, 2013 | Estimated reading time: 2 minutes to read
  • 'Twas the night before Christmas and all through the house, everyone was on their smartphones trying to figure out when Santa would arrive... I'm not…

Two Airlines Whose Customer Service Delivered Christmas Early

  • Luke Stangel
  • December 16, 2013 | Estimated reading time: 4 minutes to read
  • For the amount of flying I've done in my life, my airline loyalties were, until recently, fairly weak. I was more loyal to my favorite…

Mayday and Drones: How Amazon Wins and Loses At Customer Service

  • Luke Stangel
  • December 16, 2013 | Estimated reading time: 4 minutes to read
  • Amazon is ending 2013 on a curious note. Just a few months ago, they wowed customers and garnered praise for their launch of Mayday, an…

How WebRTC Could Usher in the Era of Video-Enabled Customer Service

  • Luke Stangel
  • December 2, 2013 | Estimated reading time: 3 minutes to read
  • Simple, near-instant customer service still eludes most Internet retailers (maybe you are experiencing that frustration this Christmas shopping season). This is a shame. At Avaya,…

Today's Asian Consumers *DO* Demand Great Customer Service

  • Luke Stangel
  • November 20, 2013 | Estimated reading time: 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…

Understanding Where Your Customers Went (and How to Win Them Back)

  • Laura Bassett
  • November 7, 2013 | Estimated reading time: 4 minutes to read
  • Technology never stops progressing. What's great for users isn't great for companies who must confront their customers' increased expectations. Ignore this, and your customer base…

How Mediocre Customer Service Is Driving Your Customers Away

  • Luke Stangel
  • November 5, 2013 | Estimated reading time: 2 minutes to read
  • Some companies drive away loads of customers with one big move. Like that department store chain that got rid of coupons and sales promotions. Its…

Take a Quick Test - Does Your Browser Know Where You Are?

  • Luke Stangel
  • November 4, 2013 | Estimated reading time: 2 minutes to read
  • You *are* being followed. Not just by the NSA, but also by your browser. Here's a quick test to show a bit about how much…

"Dude, Communicate With Me On MY Terms!"

  • Laura Bassett
  • October 28, 2013 | Estimated reading time: 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,…

Who's the Real Number One in Business Telephony?

  • Luke Stangel
  • October 28, 2013 | Estimated reading time: 4 minutes to read
  • The telephone is far from dead. You know who still loves to call people? Family members, close friends and...the Pope. No joke: 76-year-old Pope Francis…

Drinking Our Own Champagne: How We Got Even Smarter About Customer Service at Avaya

  • Luke Stangel
  • October 23, 2013 | Estimated reading time: 2 minutes to read
  • Alotta's is a busy little sandwich shop in the heart of Silicon Valley, run by Mike and Joanne Mansch. They work behind the counter six…

Why Customer Experience Transcends Customer Service

  • Luke Stangel
  • September 26, 2013 | Estimated reading time: 5 minutes to read
  • Kimpton Hotels is a luxury chain famous for its customer experience. Among their many unusually generous amenities, they allow dogs in all their hotels. Photo…

Contact Centers are NOT Cost Centers - They're Your Best Money Makers

  • Luke Stangel
  • September 18, 2013 | Estimated reading time: 3 minutes to read
  • The name of the customer service game used to be efficiency and costcutting. Not anymore. Today's companies increasingly recognize that the chances they have to…

Social Media Relevance @ 35,000 Feet

  • Mark J. Fletcher, ENP
  • September 14, 2013 | Estimated reading time: 7 minutes to read
  • This Avaya CONNECTED Blog is also available as an MP3 Audio File Can you actually calculate the payback and Return on Investment (ROI) from Social…