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White paper Title:

Delivering a Superior Customer Experience


Company Name: Avaya


Abstract:

Businesses know that customer service that meets expectations is important — 90% of customer service decision-makers think delivering good service is critical to their company’s success. With a tough economy and tight budgets, companies need a practical approach to achieving better service. Focusing on the contact center and available collaboration technologies is a realistic way to help improve customer service cost effectively.

This study examines the key steps that will help businesses improve the customer experience across four dimensions: strategy, process, technology and people management.

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