Bob Bachman, Director of Customer Experience at Avaya, is one of the speakers at the Marcus Evans 8th Edition: Customer Experience Conference, July 17-18, 2012 in Chicago.
ESM: What cross-enterprise communication tools do you currently utilize? Why did you choose these tools over other options?
BB: Avaya currently uses a combination of enterprise-wide communication tools in our customer experience program. As Avaya reaches both an internal and external audience, we need to support both internet and intranet applications to support our communications, collaboration, and transfer of knowledge needs. Through the use of multiple communication forums, email, audio / web conferencing, collaborative document sharing, database sample management and real-time reporting tools, users are provided with needed capabilities for analyzing, implementing and managing their projects more effectively in order to improve the overall customer experience at Avaya.
ESM: How do cross-enterprise communication tools enhance employee engagement within the organization?
BB: By providing customer-facing employees with valuable and relevant “Voice of the Customer” information, we equip them with important insights into recent perceptions of Avaya, allowing them to take prompt corrective actions, when needed, to improve the customer experience. We also are able to provide information on future buying behaviors, which can lead to possible up sell opportunities to help generate revenue growth.
ESM: How does Avaya’s social media presence enhance your holistic customer experience?
BB: From an internal perspective, Avaya is leveraging social media tools to more effectively communicate our customer experience messaging to all employees quickly and easily.
ESM: What suggestions would you give to organizations looking to improve employee engagement through the use of cross-enterprise communications tools?
BB: Continue to align recognition programs, both internally and externally, with the customer experience program to acknowledge exceptional employee performance to improve the customer experience.
Avaya is a global provider of business collaboration and communications solutions, offering unified communications, contact centers, networking and related services to companies of all sizes around the world. Bob Bachman, Director of Customer Experience at Avaya, has a diversified background in customer loyalty, quality management, product reliability, project lifecycle management, manufacturing, high technology manufacturing and engineering. He has a proven track record of increased responsibilities based on achievements and effectively leading teams and projects to achieve positive results under adverse conditions. For more information on Marcus Evans conferences, go to www.marcusevans.com