43 Articles Tagged omnichannel

Branch Banking vs. Mobile Banking: Is It Really An Either-Or Decision?

  • Luke Stangel
  • February 25, 2015 | Estimated reading time: 2 minutes to read
  • In a recent article, Dave Martin, EVP at Financial Supermarkets, talked about the future of branches as a differentiator for banks. He believes that branches…

The 5 Reasons Why I Joined Avaya Global Support Services

  • Carl Knerr
  • February 3, 2015 | Estimated reading time: 4 minutes to read
  • A couple months ago, I found myself around the family kitchen table attempting to explain to my wife why I was considering leaving my current…

4 Reasons Why a Complete Customer Experience Strategy Must Include a Unified Contact Center and Workforce Optimization Solution

  • Laura Bassett
  • October 14, 2014 | Estimated reading time: 2 minutes to read
  • We know that a huge shift in customer service is underway, driven, for the most part, by increasing consumer demands and expectations. The challenge is…

Get Callers Off Hold With Avaya Innovations Award Winner Webtext

  • Mark J. Fletcher, ENP
  • September 12, 2014 | Estimated reading time: 9 minutes to read
  • Avaya Tech Talk host Mark Fletcher interviews Guy Clinch, a member of the board of advisors of Webtext (An Avaya DevConnect company and two-time winner…

The First Step to Omnichannel is to ‘Channel’ Your Favorite Team of Superheroes

  • Laura Bassett
  • August 25, 2014 | Estimated reading time: 4 minutes to read
  • In our last blog, Omnichannel Customer Service: Function or Fad?, we defined omnichannel customer service and discussed what an omnichannel experience looks like. However, we…

Omnichannel Customer Service: Function or Fad?

  • Laura Bassett
  • July 28, 2014 | Estimated reading time: 5 minutes to read
  • The market has a new buzzword. A day doesn’t go by that I don’t see a webcast or event invitation that includes the term omnichannel.…

The Top 7 Communication Trends of 2014 (Mid-Year Scorecard)

  • Pat Patterson
  • July 9, 2014 | Estimated reading time: 4 minutes to read
  • The Summer Solstice has come and gone. We have reached the second half of 2014. Now makes for a particularly good time to take a…

3 Easy Ways to Add Flexibility to Your Nurse Advice Line

  • Luke Stangel
  • June 25, 2014 | Estimated reading time: 2 minutes to read
  • Have you ever sat up in the middle of the night with a sick child, and you weren’t sure what to do? Have you ever…

WebRTC: What It Is, and Why It's Coming to a Browser Near You Soon

  • Andrew Prokop
  • June 23, 2014 | Estimated reading time: 6 minutes to read
  • I have been working in the field of communications for a long time, and have witnessed many significant changes over the years. Some ideas, like…

The 4 Things You Should Do (And the 4 You Should Avoid) When Delivering Omni-Channel Customer Support

  • Pat Patterson
  • April 21, 2014 | Estimated reading time: 4 minutes to read
  • In our last blog, we disclosed the 8 key questions that mid-market should ask when picking a services partner. Just as important these days is…

Look In the Mirror: Do You See Your Customer?

  • Laura Bassett
  • April 7, 2014 | Estimated reading time: 2 minutes to read
  • In my recent travels, I was having dinner with a client and experienced an epiphany: Many businesses may be turning customers away and not even…