Laura Bassett
Laura Bassett
Laura Bassett is the Director of Marketing for Avaya's Customer Experience, Unified Communications and Emerging Technologies groups, overseeing business planning & strategy, product marketing, support and managed services marketing, and sales enablement for next generation solutions. Additionally, Laura is a supporting author of Avaya's Social Media in the Contact Center for Dummies. Laura has over 20 years experience in applications consulting, development and delivery. She has a BSBA in Computer Science and an Executive MBA from the University of Florida.
Preparing for the onslaught of holiday shopping madness
Black Friday and Cyber Monday are two of the biggest days of the year for shoppers – particularly for online which last year broke...
3 Predictions about The Future of Customer Experience
Sometimes I know what the fictional Rip Van Winkle must have felt like when he woke up from his 20-year slumber. It seems like...
Personalized Tweets Mean Higher CSAT Scores
Many companies have already jumped onto Twitter to increase customer satisfaction, reduce operational costs and provide exceptional customer service, have you? If not, you should...
How to Make Your Self-Service Experience More Customer-Friendly
This post concludes my recap of a three-part podcast series on self-service design with Judith Halperin, principal consultant in speech engineering at Avaya. In...
Are You Missing Customer Expectations? Probably!
We all know that consumers are more demanding and more powerful than ever before. Consumers are spoiled for choice, with more information and a...
The Role of Proactive Customer Engagement is Changing… Are You?
If you’ve worked in the contact center world over the past few decades, you’ve undoubtedly seen firsthand the evolution of how customers engage with...
Self-Service Customer Engagement: To Automate or Not?
This post continues my recap of a three-part podcast series on self-service design featuring Judith Halperin, principal consultant in speech engineering at Avaya. My first...
Start the New Year Right with Can’t-Miss Expert Advice on Self-Service Design
Achieving a strong ROI on your self-service systems–such as Interactive Voice Response and enterprise voice portals–depends on having customers use them. Whether that happens...
What National Customer Service Week Means for Avaya
Did you know it’s National Customer Service Week? Yep, that’s right! It’s about raising awareness of customer service and the vital role it plays in...