Articles in CX and Contact Center

Delivering the Connected Enterprise at Enterprise Connect

  • Laura Bassett
  • March 22, 2013 | Estimated reading time: 3 minutes to read
  • What is the connected enterprise? Well - it's gone way past connecting tin cans together with a string! It's certainly about making sure your employees…

How Speech Analytics Helped These Three Contact Centers

  • Luke Stangel
  • March 21, 2013 | Estimated reading time: 3 minutes to read
  • WebRTC and cloud felt like the belles of the Enterprise Connect 2013 ball (read about Avaya's new Collaborative Cloud and involvement in WebRTC here). No…

The Four Ways That Contact Centers Are Innovating

  • Luke Stangel
  • March 19, 2013 | Estimated reading time: 3 minutes to read
  • "The UC (Unified Communications) wave has passed; we're back in control," joked analyst Sheila McGee-Smith at the beginning of her Monday panel discussion on the…

Nine Hurdles That Call Centers Place In Front Of Their Customers

  • Luke Stangel
  • March 12, 2013 | Estimated reading time: 10 minutes to read
  • Note: This piece is adapted from a podcast by UK psychologist, Donna Dawson, that appeared in a magazine published by communications solution provider and Avaya…

The Value of Great Customer Service

  • Pierre-Paul Allard
  • March 12, 2013 | Estimated reading time: 2 minutes to read
  • Seventy-eight percent of consumers say that they only buy from businesses that make it easy for them to deal with, and a third believe convenience…

A Few More Thoughts About That New Red Dress....

  • Laura Bassett
  • March 8, 2013 | Estimated reading time: 4 minutes to read
  • As I mentioned in my last blog, I had a wonderful opportunity to gain valuable insight from many different individuals at the Evolutions Dallas event!…

It's Amazing What a New Red Dress Can Do!

  • Laura Bassett
  • February 20, 2013 | Estimated reading time: 3 minutes to read
  • There's nothing like what a new outfit does for you - you feel good, you walk upright, you are confident in every action. At the…

Avaya TechTalk 007: The City of Taylor

  • Guy Clinch
  • February 13, 2013 | Estimated reading time: 1 minute to read
  • By Guy Clinch Now Playing: Avaya TechTalk 007: The City of Taylor Avaya Tech Talk host Guy Clinch interviews Charlie Mitchell, account manager at SunTel.…

You Know Me So Well...It Creeps Me Out

  • Laura Bassett
  • February 8, 2013 | Estimated reading time: 3 minutes to read
  • Today's guest blogger is someone you've heard from previously here on my blog. Yvonne Ba provides the marketing force behind some of Avaya's leading Customer…

How Does This Thing Work, Anyhow?

  • Laura Bassett
  • January 31, 2013 | Estimated reading time: 4 minutes to read
  • ALL ABOARD! Proactive on-boarding to Ensure a Comfortable Customer Journey. Today our guest blogger, John Quaglietta, will be expanding on his thoughts from his last…

ALL ABOARD! The Customer Journey.

  • Laura Bassett
  • January 17, 2013 | Estimated reading time: 3 minutes to read
  • Today you'll be hearing from a guest blogger who I had the pleasure of introducing a few months ago. John Quaglietta has extensive hands-on learning…

Avaya Tech Talk Highlights MAC Source Communications, Inc.

  • Guy Clinch
  • January 17, 2013 | Estimated reading time: 4 minutes to read
  • By Guy Clinch Now Playing: Avaya Tech Talk #004 - MAC Source Communications, Inc. Avaya Tech Talk host Guy Clinch interview of Wayne Ianuario MAC…

Why Social Media is the New Customer Service Channel (Part 3)

  • Carl Knerr
  • January 11, 2013 | Estimated reading time: 12 minutes to read
  • In my first post of this three-part series, I covered the basics of customer service and social media. The second post made the case that…

Why Social Media is the New Customer Service Channel (Part 2)

  • Carl Knerr
  • January 9, 2013 | Estimated reading time: 7 minutes to read
  • This is the second in a series of posts about protecting the brand by providing customer service in social media. The first can be found…

Why Social Media is the New Customer Service Channel (Part 1)

  • Carl Knerr
  • January 9, 2013 | Estimated reading time: 5 minutes to read
  • This is the first in a series of three posts about protecting the brand by providing customer service through social media. The second can be…