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INTERVIEW: Scott Taylor

June 28, 2007

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CRM: As technology fuels a growth in customer access points – IVR, the Web, interactive kiosks, wireless services, CTI and more – is the contact center’s role in customer care diminishing? Scott Taylor: Even as companies introduce more access points to meet growing consumer demand for convenient 24×7 information access and customer service, the contact […]

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Out of the Woods: Optimizing Service Center Operations

June 28, 2007

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Introduction Businesses have been advised for years to “get closer to the customer,” yet the only part of many businesses that connects directly and regularly with customers is the customer service center. Oddly, these centers have long been stigmatized as mere back-office functions – necessary evils – rather than leveraged as tools for delivering key […]

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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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Putting the Customer Back Into Customer Relationship Management

June 28, 2007

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Figure 1: Speech Intelligence Methodology

Recorded calls between the agent and customer are the definitive representation of how business is being handled in the organization. Although hours and hours of these customer calls are being recorded, very few companies are leveraging the vast amount of business intelligence hidden in these audio files. Not making the most of this intelligence can […]

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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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The Customer Service Challenge: Creating the ‘Perfect’ Customer Call

June 28, 2007

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Figure 1: Satisfaction Rate With Types of Customer Service

For many companies, seizing growth opportunities hinges on becoming more customer-centric while continuing to hold down operational costs. Unfortunately, achieving both goals simultaneously often proves difficult. Actions intended to lower service costs can severely compromise service quality, while high-quality, high-touch service may please customers but wreak havoc with the bottom line. In our experience, most […]

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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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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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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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