Don’t Leave Customer Experience to Chance

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Customer Experience

I was able to escape the blizzard-like conditions of New England winter for three sunny days in Las Vegas to attend the Avaya International User Group. Despite the recent restructuring announcement by Avaya, more than 2500 people registered to attend and hear about the latest and greatest that Avaya has to offer. Some highlights of […]

But That’s the Way We’ve Always Done It…

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Have you ever heard that phrase muttered in response to the question, “Why are we doing it this way?” If so, you are probably not alone. In fact, you may have even heard the “Five Monkeys and a Ladder” story, loosely based on social experiments with monkeys, that is used to emphasize the need to question the status quo and embrace new processes rather than holding tightly to existing ones just because they have always been there.

Top 5 Communications Trends of 2013

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Communication Trends

2013 has been a year of ginormous communications changes, from the mind-blowing growth of smartphone usage to the game-changing addition of WebRTC. Organizations have been increasingly focusing on improving customer service, recognizing that while voice is still king, customers need to know that they can reach companies in other ways too, like through social media or video chat or instant messaging. Big data has made it possible to begin anticipating issues and improving and personalizing communications.