Articles in CX and Contact Center

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…