Avaya Blog
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04/12/2012
Disruptions: The Predictable and the Unpredictable of IT OperationsTo really get your arms around total TCO, you need to consider the cost of the management tools, training for your resources and other supporting processes that you may have to put in place. |
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04/02/2012
Riding the 'Mobility Go-Round'?While too much IT department control over mobile devices can be bad, too little control and limited awareness can lead to chaos. |
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03/08/2012
Unplugging For Cancun?: Mobility Expectations Drive More FrustrationIn this world of 24/7, always-on communication, how do you handle it when someone you expect to reach is not making himself accessible? Do you try to find a better person or company to deal with instead? ... |
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02/20/2012
12 Communication Trends Worth Your Attention in 2012However you slice it, the pace of change, pressure of customer demands and innovation will be unparalleled. What support issues are creating the most nagging headaches for your business? ... |
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09/26/2011
Keys to Benchmarking Social Media Success in the Contact CenterCutting back in contact centers can have a devastating impact on relationships with customers, who can now broadcast compliments and criticisms instantaneously using social media. |
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09/07/2011
Barriers to Benchmarking: How One Company Solved the ProblemCompanies often make the mistake of measuring for the sake of measurement, and in the process they calibrate everything. Too many metrics can make it difficult, if not impossible, to develop meaningful conclusions from the mountain of data you collect. |
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08/18/2011
When It Comes to Benchmarking, Mind the Q’s – Qualitative and QuantitativeIn the current environment of conflicting pressures – that is, cost containment and growing customer demands – benchmarking, done well, can have a dramatic effect on contact center performance. |
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08/10/2011
5 Trends Making News and Driving Change in Contact CentersMillions, if not billions, of people each day are carrying on “conversations" that can influence any organization’s strategies. How effectively are you listening – and responding – through your contact center? ... |
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05/10/2011
5 Ways to Avoid the Collaboration ‘Bridge to Nowhere’You’ve done your due diligence, you’ve deployed the technology and you’ve trained your employees, and yet no one uses the solution and the desired benefits never accrue. Why? The reasons for this can vary widely. |
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03/31/2011
Video Collaboration: Lights, Camera, User Adoption?With price points for video technology dropping rapidly, CIOs are increasingly viewing video as a cost-effective and viable means of conducting business. Video collaboration in the enterprise is here, with only the ability and willingness of employees slowing it down. |
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