37 Articles Tagged Call Center

5 Ways to Become an Omnichannel Customer Experience Pro

5 Ways to Become an Omnichannel Customer Experience Pro

  • Laura Bassett
  • September 7, 2017 | Estimated reading time: 4 minutes to read
  • Consider how much has changed over the last decade in terms of technology and the customer experience (CX). About 10 years ago, the first iPhone…
Six Steps to Take Before Hurricane Harvey Hits Your Communications | Avaya Blog

Be Ready! Six Steps to Take Before a Natural Disaster Hits Your Communications

  • Joey Fister
  • August 25, 2017 | Estimated reading time: 4 minutes to read
  • In what’s shaping up to be an unprecedented hurricane season for the U.S., Avaya wants to ensure that we all review our plans to keep…
In Digital Transformation, Initial Business Discovery is Key | Avaya Blog

In Digital Transformation, Initial Business Discovery is Key

  • Laura Bassett
  • August 2, 2017 | Estimated reading time: 3 minutes to read
  • We’ve all heard the saying: “If a tree falls in a forest and no one is around to hear it, does it make a sound?"…
Experience the Future of Customer Experience at Call Center Week | Avaya Blog

Experience the Future of Customer Experience at Call Center Week

  • Bernard Gutnick
  • June 22, 2017 | Estimated reading time: 5 minutes to read
  • The stage is set for Avaya customers and channel partners to see the future of customer experience (CX) at Call Center Week held at the…
3 CX Stats That May Change How You Think About Digital Transformation | Avaya Blog

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…
3 Key Steps to Starting Your Company-wide Digital Transformation | Avaya Blog

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…
When it Comes to Your Customer Experience: Ditch Legacy, Go Digital! | Avaya Blog

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…
Check out the Cool Avaya Omnichannel Contact Center Demos at ICMI | Avaya Blog

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…
Winning the CX with Apps, Integrated Data Views, Custom Agent Desktops | Avaya Blog

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

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…
Get out of the Queue: Drive Your CX with Attribute Matching | Avaya Blog

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…
Every Week is Customer Service Week for this Credit Union

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

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

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.…

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…

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…