Consider what percentage of the full meaning of communication is derived from verbal communication? Para-verbal (such as the tone of voice)? Non verbal (such as gestures)? Various research provides percentages that vary, but the general consensus is that the Verbal — the words — count only for approximately 10%, the para-verbal for 40% and the non verbal for 50%.

KUBA refers to a four-step process everyone can use to make their communication more effective and influential. When you consider engaging in communication you should take a moment and think through the KUBA process and the intention of your communication. Do so from the receiver’s perspective as well as your own.

In today’s complex world there is a plethora of business and people challenges. If one discipline, one school of thought, or one grandiose solution was the panacea for all, we would all adopt it in a heartbeat.

Unfortunately, such a single, powerful solution does not exist. If one thinks there is such a solution, it is likely that this person is part of the problem rather than part of the solution! When scanning and looking at trends worldwide, it seems that many current challenges are a bunch of C’s. C is for Complexity. Competitiveness. Change. Customer-Centric. Creativity. Collaboration. Culture. So many common challenges that make the top list of critical consideration in the management of 21^st century organizations. No pun intended toward our healthcare professionals, but to illustrate the immensity of the previous C list, we could almost call it “C. Difficile”!

So, now that we’ve discussed who the major players are, let’s take a closer look at why it’s really such a big deal that we can now deploy our Unified Communications products as part of our virtual infrastructure, using the Cisco UCS.

Modern business communication capabilities have evolved tremendously from the days of analog and digital telephony. Back then, we relied on Private Branch Exchanges (PBXs) located physically at each site to control the analog and digital signaling for local phones and other devices, such as fax machines and overhead paging solutions. Likewise, the PBX also defined and controlled the signaling of external trunks to the telephony carrier’s central office (CO).

In the second of this two part series, we continue to look at the fundamentals of Avaya Aura Contact Center Scripting, specifically these two sections:

The Cisco UCS is truly a “unified” architecture that integrates three major datacenter tech­nologies into a single, coherent system:

Computing
Network
Storage

Instead of being simply the next generation of blade servers, the Cisco UCS is an innova­tive architecture designed from scratch to be highly scalable, efficient, and powerful with one-third less infrastructure than traditional blade servers. The net effect of this is dramat­ically reduced power and cooling costs and easier, centralized management.

In this two part series, we look at the fundamentals of Avaya Aura Contact Center Scripting. Scripting design can be classified into four primary components:
Call Sorting/Filtering
Closed Condition Check
Basic Treatment
Loop Function

One of the really obvious qualities of a good boss is his ability to run a “good” meeting. Everyone who’s been to a good meeting usually remembers it as a pleasant experience.

Facilitating meetings between people for status updates, analysis, brainstorming sessions, emergency conferences, customer meetings, executive meetings and all the other get-togethers required in business is an art that needs to be understood and followed.

When your staff comes to you for help, what do they really want from you? Do they want a glib, pat answer that mimics the corporate doctrine or are they better served when you allow them to bounce ideas and issues around with you (listening skills!)?