Natalie Petouhof

SEPTEMBER 1, 2015

But what about when customer wants to get help from an customer service agent? But what about when customer wants to get help from an customer service agent? Companies struggle to deliver on these expectations because their company and contact centers are filled with technology from 20 years ago.

Average Handle Time 63

Average Handle Time Connections Metrics Customer Service 63

UJET

JUNE 9, 2020

Now that consumers fully engage in digital-first experiences, modern customer support won’t survive within the walls of a physical contact center. Now that consumers fully engage in digital-first experiences, modern customer support won’t survive within the walls of a physical contact center. Growth With Experience.

Customer Success 96

Customer Success Contact Center Omnichannel 2020 96

Avaya

AUGUST 31, 2016

As I watched the performances from some of today’s most gifted athletes, I couldn’t help but think about this blog series on business innovation and the need to push further. If you take away only one key point from this series, I hope it’s related to this need to continually innovate within your business. Think about it: U.S.

Innovation 47

Innovation Sports Hospitality 2016 47

Avaya

MARCH 24, 2017

Looking back five years ago, 92% of organizations were already working to integrate multiple interaction channels —call it multi-channel, omnichannel, digital transformation—to deliver more consistent, contextualized experiences. That’s right, the customer experience is NOT about the contact center. In fact, it never was.

Multi-Channel 53

Multi-Channel Contact Center Omnichannel Customer Journey 53

Avaya

JUNE 27, 2017

This year’s show kicked off yesterday at the Metro Toronto Convention Center, and Avaya is in on all the action. This year’s show kicked off yesterday at the Metro Toronto Convention Center, and Avaya is in on all the action. Over 80% are working to roll out mobile apps within the next five years.

2017 53

2017 Hospitality Guest Experience Hotels 53