I struggled to think of a catchy title for my very first Avtex blog. This comes on the heels of my very first visit to Interactions 2013, the Interactive Intelligence Annual Conference for Partners and Customers. I heard comments at the conference about coming away feeling like you had “drank...
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Category Archives: Contact Center
Three Lessons on CX We Can Learn From Nurses
It is Nurses’ Week. A week for us to celebrate and honor those who have chosen to provide care and compassion for others. This is a week that I never thought very much about, until 3 years ago, when my life changed overnight. On the evening of April 28, 2010,...
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Breaking down contact center interactions – which system is primary?
With our focus on Contact Centers and all the technologies used to optimize them, one of the common questions Avtex gets relates to which system should be the system of record for incoming interactions. This is usually meant to delineate whether it is the CRM application or the ACD skills based routing...
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Concierge Service driven by Customer Experience Optimization
Have you ever used the hotel concierge to help you do something exciting in a city you’re unfamiliar with? I’ve had them be the primary contributor to some very memorable experiences. It’s not an easy job to know your city and people well enough to deliver a great experience regularly...
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Making Memories and My Hair… What both of these topics have to do with Customer Experience.
One of my favorite “guilty pleasure” movies is Legally Blonde 2: Red, White and Blonde (2003). While definitely not an Oscar-worthy performance for the high profile actors in this film, it did have a great message about one person being able to affect change in the world. I feel a...
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