August 29, 2008 | Author: Vickie McGovern Differentiation Is Calling Forrester Research recently reported that the firms it surveyed increasingly view the customer experience as vitally important to their overall strategy, and that “91% of respondents feel that customer experience will be either critical or very important in 2008.” More >> Permalink | Comment Now >>
June 27, 2008 | Author: Vickie McGovern When the Economy Turns, Turn Up Customer Service Gasoline prices are at an all-time high. Food prices are also on the rise. In fact, we feel the impact of a stressed economy every day. For businesses, this means competing for consumers’ ever-shrinking wallets.
So what do you do? How do you keep consumers from passing on your business? Exceptional customer service is the answer. More >> Permalink | Comments (1)
May 15, 2008 | Author: Vickie McGovern Opportunities Abound One major eye opener for me during my recent trip to Kuala Lumpur, Singapore and Bangkok was the wealth of opportunities available for communications enabled business processes and even simple improvements in personal productivity using unified communications tools. People are hungrier than ever for information on the business impacts of these solutions. It seems that much of the technological adversity is melting away – use of IM, web conferencing, chat and even email responses to customers is being discussed much more than it was in the past.
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April 28, 2008 | Author: Vickie McGovern Video...again? Will it really take off this time? It must have been the early nineties when I started talking to customers about video phones and such, but even though people thought it was cool, it never really took off. More >> Permalink | Comment Now >>
March 24, 2008 | Author: Vickie McGovern Do people that work from home really work? In a world where global warming, carbon emissions and the dreaded "R" word are uttered almost daily, one trend businesses are noticing now more than ever is working from home. An estimated 150 million people around the world either work from home on a part-time basis or call home their primary office. But if your business hasn't taken that leap yet, you're not alone. I mean, people that work from home don't really work, right? Wrong. Yes, it takes the right kind of person, but there are many of us out there. I should know — I'm one of them. More >> Permalink | Comments (9)
About Vickie
Vickie McGovern is Vice President of Global Customer Service and Communications Enabled Business Processes Solutions at Avaya. She and her team are responsible for leading the development and release of market-driven solutions. With over 20 years of experience, Vickie has held leadership positions at Cisco Systems, Nortel and Aspect Telecommunications. Vickie is a sought-after industry speaker and author and is also co-creator of several patent-pending ideas around communications technologies.
With experience in systems engineering, product management, professional services and marketing, Vickie has a broad perspective on the changing world of communications and its integration into companies' business processes.
