13 Articles Tagged CC

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…
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?"…
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…
3 Predictions about The Future of Customer Experience

3 Predictions about The Future of Customer Experience

  • Laura Bassett
  • October 10, 2016 | Estimated reading time: 4 minutes to read
  • Sometimes I know what the fictional Rip Van Winkle must have felt like when he woke up from his 20-year slumber. It seems like only…

The Future of Intelligent Headsets: Avaya, Plantronics Expand Strategic Partnership

  • Luke Stangel
  • December 3, 2015 | Estimated reading time: 3 minutes to read
  •   In the age of the Internet of Things (IOT), it’s all about intelligence: smartphones, smart watches ... and, thanks to Avaya and Plantronics, smarter…

Toll-Free Text: Let Your Customers’ Thumbs do the Talking

  • Andrew Prokop
  • November 4, 2015 | Estimated reading time: 5 minutes to read
  • Technology is a lot like the music business. You can be on top of the charts one day and completely irrelevant the next. The public…

How to Make Your Self-Service Experience More Customer-Friendly

  • Laura Bassett
  • March 9, 2015 | Estimated reading time: 3 minutes to read
  • This post concludes my recap of a three-part podcast series on self-service design with Judi Halperin, principal consultant in speech engineering at Avaya. In two…

WebRTC: Winning the Zero Moment of Truth

  • Laura Bassett
  • February 23, 2015 | Estimated reading time: 5 minutes to read
  • Most smartphone users check their phones 150 times a day. This behavior, as well as growing high-speed Internet penetration, have changed how consumers create shopping…

The Role of Proactive Customer Engagement is Changing… Are You?

  • Laura Bassett
  • February 5, 2015 | Estimated reading time: 5 minutes to read
  • If you’ve worked in the contact center world over the past few decades, you’ve undoubtedly seen firsthand the evolution of how customers engage with organizations--from…

Self-Service Customer Engagement: To Automate or Not?

  • Laura Bassett
  • January 27, 2015 | Estimated reading time: 3 minutes to read
  • This post continues my recap of a three-part podcast series on self-service design featuring Judith Halperin, principal consultant in speech engineering at Avaya. My first…

Start the New Year Right with Can't-Miss Expert Advice on Self-Service Design

  • Laura Bassett
  • January 6, 2015 | Estimated reading time: 3 minutes to read
  • Achieving a strong ROI on your self-service systems--such as Interactive Voice Response and enterprise voice portals--depends on having customers use them. Whether that happens is…

Are Your Agents Driving the Best Results for Your Contact Center?

  • Laura Bassett
  • June 5, 2014 | Estimated reading time: 3 minutes to read
  • Are your agents driving the best results for your contact center? An interesting question perhaps! But here’s a thought: Engaged agents equal happy customers, and…