Customer Contact Blog
Posted by BrendanRead; on Apr 12, 2017
In the wake of the recent United Airlines incident, while industries may not be able to change core conditions that create poor CX, they can take steps to minimize customer annoyance
Posted by BrendanRead; on Apr 11, 2017
Automation tools like chatbots and virtual assistants can successfully reduce live agent costs if implemented correctly
Posted by BrendanRead; on Mar 27, 2017
Expert panel will discuss how and why the digital era is transforming the customer journey, the ways in which utilizing contextual data can delight customers on any channel, and how to perfect the CX.
Posted by BrendanRead; on Mar 10, 2017
Amazon is reportedly planning to offer chatbots while at the same time Avaya has freed up resources to strengthen its contact center market through its networking solution sale to Extreme Networks.
Posted by BrendanRead; on Mar 08, 2017
Businesses have been focusing on customer personalization in order to provide an excellent Customer Experience. But there is also strong value in permitting customers to be anonymous.
Posted by njamison; on Feb 19, 2017
Thoughts on Avaya Engage
Posted by BrendanRead; on Jan 13, 2017
Obtaining the Voice of the Customer is more than surveys. Effective CX-supporting VoC requires paying attention to all customer interactions.
Posted by njamison; on Jan 03, 2017
2017 Contact Center Trends