What if you can predict the future? How do you determine that a particular customer will remain in queue for 47 seconds? During their time in queue, do you play music or do you offer productive options? If you have enough information, why not complete 60% of the agent transaction during the hold time? Maybe you only have 20 seconds, why not offer them an option to enable automated SMS notifications of their billing statement? More
So many things in our daily world have been changed by technology, and mostly for the positive. Advancements in radio technologies paved the way for the mobile telephone; research in compression technologies helped usher VoIP to our desktops and ultimately laptops; and now we have combined the best of each of these on the supercomputers we each carry in our pocket – the smart phone. "Why does this matter for the contact center?" you ask. More
Chris McGugan is the vice president of marketing for the Contact Center Solutions group at Avaya. His teams are responsible for delivering market-driven solutions for global contact center users. Prior to joining Avaya, Chris led the products and engineering organizations for Belkin, a leader in the consumer products market. He brings nearly 20 years of experience from leadership roles at Cisco Systems, Motorola, Symbol Technologies, and Belkin to the Avaya executive team.
Chris is active in many technology standards bodies and industry associations, helping drive the advancement of networking technology.