Video as a Knowledge Sharing Medium
I got my first Apple laptop this year and was quickly in a situation where I did not know exactly how to do everything I wanted to do. Working at a company that uses a HTTP proxy, I immediately needed...
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Smiles = Dollars
Did you know we can hear smiles? Think about it next time you’re on the phone with a colleague, your teenager, or your significant other. If they’re happy, you know it. If they’re not – you know it....
View ArticleWill Technology Kill the Call Center?
Today I’m taking the opportunity to tell you about a great opportunity to learn more about consumer preferences around communications – from several different perspectives at the same time…come and add...
View ArticleMore on the Question: Will Technology Kill the Call Center? Debate Results!
Last month, I told you about a live Google+ debate called “Will Technology Kill the Call Center?” Event moderator Software Advice chose Avaya Inc. as one of the participants in the event. Speakers,...
View ArticleGreen Agents are Good PR
“Green” can mean inexperienced. That’s not what I’m talking about here! If you’ve implemented your home agent program, chances are good that you’re seeing significantly lower attrition – which...
View ArticleYour Holiday Wish List
Amidst preparations for the holidays, we’re all juggling a plethora of activity – baking, partying, and sending cards. We’re shopping for kids, family, and friends – and some of us are making our own...
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Why Social Media is the New Customer Service Channel (Part 1)
This is the first in a series of three posts about protecting the brand by providing customer service through social media. The second can be found here. The third can be found here. When the NFL...
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“Dude, Communicate With Me On MY Terms!”
Among 16- to 24-year-old consumers, 48% would rather shop at your brick-and-mortar store than on your web site (compared to the average of 42%). Online, 68% of those consumers would like the option of...
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Why Should You Make a Business out of Customer Privacy?
Thousands of businesses across the United States handle various kinds of consumer intelligence. While it’s imperative that credit card numbers remain protected, it’ not uncommon for customers to...
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Top 6 Communications Services Trends of 2015 – Midyear Review
In October 2014, we assembled a team of five service experts led by Mike Runda, Senior Vice President and President, Avaya Client Services, and asked them to predict services-related technology trends...
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