33 Articles Tagged Call Center

Avaya Article Thumbnail

3 CX Stats That May Change How You Think About Digital Transformation

  • Laura Bassett
  • May 23, 2017 | Estimated reading time: 2 minutes to read
  • Technologies like Artificial Intelligence, automation, big data, and the Internet of Things have made digital transformation an absolute necessity for organizations. With people, processes, services…
Avaya Article Thumbnail

3 Key Steps to Starting Your Company-wide Digital Transformation

  • Laura Bassett
  • May 16, 2017 | Estimated reading time: 2 minutes to read
  • Stats show that 80% of companies identify “digital transformation” as their top strategic priority—but only 5% feel they’ve mastered it. Why the gap? Achieving a…
Avaya Article Thumbnail

When it Comes to Your Customer Experience: Ditch Legacy, Go Digital!

  • Laura Bassett
  • May 9, 2017 | Estimated reading time: 3 minutes to read
  • The future of business, indeed the future of customer experience, is life as we know it—here and NOW. Organizational success right now, however, depends on…
Avaya Article Thumbnail

Check out the Cool Avaya Omnichannel Contact Center Demos at ICMI

  • Bernard Gutnick
  • April 27, 2017 | Estimated reading time: 3 minutes to read
  • Sometimes you travel to Orlando to really fun destinations. But this May 22-25, when you arrive in Orlando for the 2017 ICMI Contact Center Expo…
Avaya Article Thumbnail

Winning the CX with Apps, Integrated Data Views, Custom Agent Desktops

  • Laura Bassett
  • April 3, 2017 | Estimated reading time: 5 minutes to read
  • An estimated $6 trillion in global revenue is up for grabs due to dissatisfied customers constantly switching providers, seeking a better customer experience—CX. From finance…
Avaya Article Thumbnail

Call it what you will: Multi-channel, Omnichannel—It isn’t about the Contact Center!

  • Karen Hardy
  • March 24, 2017 | Estimated reading time: 4 minutes to read
  • At this point, we know that most companies are competing exclusively on the customer experience (83%, according to Dimension Data). McKinsey Insights shows that effective…
Avaya Article Thumbnail

Get out of the Queue: Drive Your CX with Attribute Matching

  • Laura Bassett
  • March 23, 2017 | Estimated reading time: 4 minutes to read
  • At this point, nearly every company is working overtime to realign around two simple words: customer experience (CX). So much so that nearly 90% of…
Avaya Article Thumbnail

Every Week is Customer Service Week for this Credit Union

  • Sandra Thomson
  • October 4, 2016 | Estimated reading time: 3 minutes to read
  • It’s not easy for credit unions to compete these days. Many need to win against neighboring big banks, with nearby branches, billions in operating expenses,…
Avaya Article Thumbnail

How Workforce Optimization Tools Positively Impact Your Business, Clients, and Bottom Line

  • Jeff Kerslake
  • August 24, 2016 | Estimated reading time: 3 minutes to read
  • Founded in 1962, Common has been delivering best-in-class accounts receivable management programs throughout Canada for decades. With an unwavering commitment to excellence, Common’s leadership team…
Avaya Article Thumbnail

New Age, New Requirements, More Innovation: 3 Ways to Keep Up (Part 1)

  • Jean Turgeon
  • August 17, 2016 | Estimated reading time: 4 minutes to read
  • When we talk about what has changed within the last 25 years in technology, communications and business, it feels only possible to scratch the surface.…
Avaya Article Thumbnail

Four Reasons Your Social Customer Care Belongs in the Contact Center

  • Laura Bassett
  • November 7, 2014 | Estimated reading time: 5 minutes to read
  • I have had the great opportunity for much of the last 4 years to speak with CMOs and social media Managers of companies across the…
Avaya Article Thumbnail

Why 9-1-1 may NEVER work

  • Mark J. Fletcher, ENP
  • July 31, 2014 | Estimated reading time: 5 minutes to read
  • After a brief hiatus spanning the past few weeks, I have had some time to reflect on the existing problems with emergency calling, and refocus…
Avaya Article Thumbnail

Know Your Customers: Customer-Centric vs System-Driven

  • Luke Stangel
  • April 24, 2014 | Estimated reading time: 4 minutes to read
  • The success of a business is measured by its bottom-line profitability and the number of satisfied customers. Although these two factors seem contradictory at first…
Avaya Article Thumbnail

Avaya IP Office Helps TLC's "Cake Boss" Grow his Business 14x

  • Luke Stangel
  • March 18, 2014 | Estimated reading time: 2 minutes to read
  • Carlo's Bakery is a century-old Hoboken, New Jersey shop. Owned by the Valastro family, Carlo's Bakery makes artistic confections like this: And this: And this: When the TLC's "Cake…
Avaya Article Thumbnail

What's Avaya's Aura Virtualization Roadmap?

  • Mark J. Fletcher, ENP
  • February 7, 2014 | Estimated reading time: 5 minutes to read
  • Tac Berry is a senior product marketing manager at Avaya, with 3 decades of experience in marketing and business development in the voice and data…
Avaya Article Thumbnail

Maximize Customer Lifetime Value by Improving all 360 Degrees of a Customer's Experience

  • Luke Stangel
  • January 28, 2014 | Estimated reading time: 5 minutes to read
  • The customer experience is changing ever faster today due to new technologies. The habits of customers are shifting as companies broaden when and accelerate how…