Articles in CX and Contact Center

Your First 90 Days with a Customer Will Make or *Break* Your Relationship

  • Luke Stangel
  • September 1, 2013 | Estimated reading time: 2 minutes to read
  • I remember when dating guides started taking a darker tone in the late 90s. First, there was "The Rules" to help desperate women boost their…

How This Florida County Sheriff's Office Solved Poor Call Quality and Slashed Costs

  • Luke Stangel
  • August 8, 2013 | Estimated reading time: 3 minutes to read
  • Christopher Nemeth has crawled under more desks in his career than he can count. As the systems administrator in charge of telecommunications at Florida's sprawling…

Chatting up more customers

  • Jon Alperin
  • August 5, 2013 | Estimated reading time: 3 minutes to read
  • I've written about conversations with Robin Foster before. As Avaya's Practice Leader for ROI/TCO Analysis, she's a great resource to help our customer and channel…

5 Essential Ways to Boost Your Customer Experience

  • Luke Stangel
  • August 2, 2013 | Estimated reading time: 4 minutes to read
  • photo credit: Phil Dowsing Creative via photopin cc Everyone knows that keeping your customers happy is key. "How customers perceive their interactions have been will…

Does the Shoe Fit?

  • Luke Stangel
  • July 30, 2013 | Estimated reading time: 2 minutes to read
  • Many of us have supported the contact center industry for years as managers, directors, executives, contact center solution vendors -- and yet have never spent…

Professors Agree: The Right Service Enhances the Customer Experience

  • Luke Stangel
  • July 30, 2013 | Estimated reading time: 8 minutes to read
  • Imagine that you manage a customer service center for a mobile service provider. Four different customers call in, their two- year contracts about to expire.…

Gone in 90 Days (or Less): How Bad Contact Centers Drive Away Your Customers

  • Luke Stangel
  • July 29, 2013 | Estimated reading time: 5 minutes to read
  • With the focus on revenue and improving customer experiences, the very notion of the role of the contact center and what it is designed to…

The Chief Executive of Customer Experience Management is You

  • Laura Bassett
  • July 24, 2013 | Estimated reading time: 2 minutes to read
  • When organizations first start looking into Customer Experience Management they soon discover it's not just a new twist on traditional customer service delivered by a…

Avaya Takes the Top Again in Gartner's Magic Quadrant for Contact Center Infrastructure

  • Laura Bassett
  • July 18, 2013 | Estimated reading time: 2 minutes to read
  • It's a great honor to be recognized as a leader in your market for the year, and even more of one to get to say…

When Apps Cross the Border from Delightfully Informative to Creepy

  • Luke Stangel
  • July 1, 2013 | Estimated reading time: 4 minutes to read
  • I'm awful at remembering names. It's so embarrassing to walk the hallway and be greeted by people that you know (like the guy down the…

Is your Social Media ADA Friendly?

  • Mark J. Fletcher, ENP
  • June 28, 2013 | Estimated reading time: 4 minutes to read
  • This Avaya CONNECTED Blog is also available here as an MP3 Audio File As we live our daily lives, many of us take for granted…

Infographic: Why Bad Customer Service Bleeds Your Company Dry

  • Luke Stangel
  • June 24, 2013 | Estimated reading time: 2 minutes to read
  • "Have it your way," has been Burger King's motto on-and-off for the past three decades. No matter what you think about the food (my thoughts:…

WebRTC is Bringing "Customer Service of the Future" to the Present!

  • Laura Bassett
  • June 19, 2013 | Estimated reading time: 4 minutes to read
  • Today we're bringing back one of our previous guest bloggers, Val Matula! Val is the Senior Director of Multimedia Research for Avaya Labs. His research…

Smile! You just Video called a Contact Center for Support

  • Pat Patterson
  • June 17, 2013 | Estimated reading time: 3 minutes to read
  • In the past, we have discussed the best of both clouds, how to select a managed service provider and Ava the avatar. Another fast growing…

Why is VDI such a hot topic in the Contact Center?

  • Laura Bassett
  • June 10, 2013 | Estimated reading time: 5 minutes to read
  • Today I have the privilege of introducing to you our newest guest blogger: Mike Harwell. Mike began his career as a contact center agent working…