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The Role of the Dynamic Contact Center Within the Executive Suite

June 28, 2007

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In the past, the contact center was viewed by C-level executives as a “necessary evil” focused on cost containment. These contact centers were limited to a single location, targeting basic frontline support, with minimal financial justification to the overall organization. Today C-level executives recognize the contact center’s unique role as the gateway to existing and […]

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The Tyranny of Service Level

June 28, 2007

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Figure 1: Industry Categories and Service Level

Figure 1: Industry Categories and Service LevelHow do you run a call center efficiently and effectively to maximize caller satisfaction given the resource and budget constraints that most businesses face? What are the critical variables in providing efficient and effective call center management? Service level is used in virtually every call center (for a solid discussion of what a service level is, see [1]).

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Avaya Customer Interaction Suite and Enhanced Self-Service Keep Race Fans in the Driver”s Seat

June 28, 2007

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With centralized contact center reporting across all locations, you can learn about the business – how to improve a revenue stream, how to run the business more efficiently and how to appeal to various customer needs. When powerful NASCAR® racers roar around the dramatically banked turns of Daytona International Speedway each February, race fans are […]

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Transform Customer Data Into Profit

June 28, 2007

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Customer-first. Customer-focused. Customer- driven. Customer-centric. Customerobsessed. The words have been bandied about in the management lexicon in the last few decades as though each new wave of strategists were the first to realize that revenue comes … from customers. That fact seems self-evident, but what has been less clear is how to fully capitalize on […]

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Transforming Contact Centers Through Intelligent Communications

June 28, 2007

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Avaya is a leading global provider of business communications applications, systems and services focused entirely on serving the needs of businesses large to small. Our unique combination of communications applications, systems and services help simplify complex communications and work with existing technologies from other vendors, enabling customers to unlock value and potential from their network. […]

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Content-Centric Solutions That Transform Your Online Business

June 28, 2007

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Content drives your business. It sharpens your competitive edge. It connects people and opportunities. Harnessed well, it fuels business growth. Unlocking the value of content is what we do better than anyone. Content Drives Your Business Offers on your website, gains posted to an investment portfolio, new product descriptions for the fall catalog, critical client […]

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The Intelligent Contact Center: Using Predictive Analytics to Generate Growth

June 28, 2007

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Three customer communications experts discuss analytics for identifying and developing mission-critical customer contact strategies.

Are you under the gun to drive profitable new growth? Are you exploring new ways to meet your revenue targets while at the same time deepening customer relationships and improving loyalty? Are you interested in turning your contact center into a profit center to better leverage this underutilized asset?

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Improve Agility in Contact Centers With Service-Oriented Architecture

June 28, 2007

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Figure 1: Integrated View of the Customer Information and Flow to Agent Desktop Highest Priorities

Providing superior customer service across all interaction channels is essential for all organizations. When a customer contacts the company, the business must manage that customer interaction quickly and accurately across any touch point. A poor service experience will have a negative ripple effect on customer satisfaction. Over time, it could potentially: Increase costs by potentially […]

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CASE STUDY: O.C. Tanner

June 28, 2007

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"With Avanade as our implementation partner we were able to quickly reap the benefits of a truly integrated CRM solution that supports our commitment to customer excellence." Company description For 80 years, O.C. Tanner has been an innovative force helping organizations around the world achieve the business benefits of strategic, high-impact recognition. Customer challenge O.C. […]

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