Jan
18
2013
Over the past few posts, I’ve written about various aspects of the contact center and how Unified Communications can improve operations. One of these areas is unification on a human scale – helping agents work better with each other, as well as communicate more effectively with customers. The main take away from that tangent is …
Permanent link to this article: http://blog.adtran.com/uc-and-the-contact-center-drawing-from-a-bigger-pool/
Jan
10
2013
By now, you should be familiar with the unification theme I’ve been using lately to illustrate another layer of value when deploying Unified Communications. Going beyond the notion of unifying applications – voice, text, video, etc. – there is an interpersonal element of UC that my research shows to be important as well. Communication is …
Permanent link to this article: http://blog.adtran.com/the-value-of-collective-competence/
Dec
27
2012
There’s a lot of ground to cover where UC intersects with the contact center, and I’ll continue here by being a bit more granular. My last post talked about how the “more is better theme” can be a unifying force between the contact center and customers. Even though talking on the phone is the best …
Permanent link to this article: http://blog.adtran.com/uc-and-the-contact-center-unifying-agents/
Dec
20
2012
The contact center has been late to the conversation, but I got that thread started in my last post. I’ll continue here by focusing on how UC can enable unification in the contact center. At a high level, nothing better personifies the change in language from “call center” to “contact center” than UC. Even if …
Permanent link to this article: http://blog.adtran.com/uc-and-the-contact-center-another-unification-theme/