8 Articles Tagged multi-channel

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…
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…
Multi-touch matters more than multi-channel and omnichannel solutions. Avaya Oceana is the answer.

Why Multi-Touch Matters more than Multi-Channel

  • Laura Bassett
  • January 3, 2017 | Estimated reading time: 6 minutes to read
  • When it comes to customer service, it seems that change is the only constant. I know you’ve heard it all before; how single channel service…

Four Business Ideas your Organization Should Consider in 2014

  • Luke Stangel
  • December 17, 2013 | Estimated reading time: 3 minutes to read
  • As 2013 draws to a close, many organizations are reviewing their results for the year and planning for 2014. With sectors of the global economy…

5 Essential Ways to Boost Your Customer Experience

  • Luke Stangel
  • August 2, 2013 | Estimated reading time: 4 minutes to read
  • photo credit: Phil Dowsing Creative via photopin cc Everyone knows that keeping your customers happy is key. "How customers perceive their interactions have been will…

Gone in 90 Days (or Less): How Bad Contact Centers Drive Away Your Customers

  • Luke Stangel
  • July 29, 2013 | Estimated reading time: 5 minutes to read
  • With the focus on revenue and improving customer experiences, the very notion of the role of the contact center and what it is designed to…