Articles in CX and Contact Center

Coming Soon @IAUG #Converge2013: Avaya Labs Review of Consumer Technology Trends 2013

  • Guy Clinch
  • May 22, 2013 | Estimated reading time: 2 minutes to read
  • Avaya Tech Talk 011: A Conversation with Dr Valentine C Matula of Avaya Labs. Listen now! Download your copy: Synopsis: During this edition of my…

An Insider's Guide to Avaya's Customer Service Transformation - People, Processes, and Technology

  • Pat Patterson
  • May 21, 2013 | Estimated reading time: 5 minutes to read
  • In a previous blog Gail Kibbe touched on the evolution of the Avaya Support Website (ASW), which has been key to improving Avaya customer support.…

How We Built Avaya's Own Version of Khan Academy

  • Carl Knerr
  • May 15, 2013 | Estimated reading time: 11 minutes to read
  • 974 videos, 2,159 subscribers, 272,211 video views - all in just 17 months. Those are the key stats around the Avaya Mentor program, our fast-growing…

A Path to Profitability in the Contact Center? Definitely!

  • Laura Bassett
  • April 23, 2013 | Estimated reading time: 3 minutes to read
  • Today I have the privilege of introducing to you our newest guest blogger: Steve Hofer. Steve has been evangelizing Customer Experience Management and contact center…

Digging Deeper Into Customer Experience Management

  • Laura Bassett
  • April 8, 2013 | Estimated reading time: 5 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…

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…