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The Changing Face of Customer Collaboration

Cisco recently co-sponsored a survey which asked over 1800 consumers from six countries (USA, Canada, UK, France, Germany, and Australia) a set of questions focused on their perceptions of Speech Recognition and Self-Service as used for customer care. Although this is the third annual edition of the survey, this year marks the first time consumers were asked about the different channels they use to contact a business or organization for customer service.I was struck by the result that 44 per cent of the consumers surveyed said that they use online methods first (e.g., the web, e-mail, user forums, click-to-chat, etc.) to obtain customer service, whereas only 20 per cent said that they would choose the phone first. Even more striking, 52 per cent of respondents in the 16 to 34 age bracket (the new generation of consumers) indicated preference for using online methods first.By Murali SitaramVice President and General Manager, Cisco Customer Contact Center Business Unit Read More »

Just Telecommute

How would the BART strike affect you? If you haven’t heard, people who work in the San Francisco Bay Area will possibly be dealing with nightmarish commutes come Monday morning. One of the largest pieces of our public transit system, BART, is set to go on strike, shutting down much of the rail access to San Francisco and surrounding areas. Read More »

Telecommuting Made Easy

Thinking a bout the possibility of a BART strike, I got to thinking about telecommuting and other flexible work situations. I am a full time telecommuter, as are several of my colleagues. For example, a salesperson must be very flexible, and be able to work in a hotel room, at an airport terminal, sometimes even in the car (not while driving, hopefully). There are many job situations in which workers need or simply want to work remotely, saving travel time and costs, or to be able to meet with the right people at a time that works for them. Read More »

Virtual Roundtables at Cisco Live 2009

At Cisco Live 2009 we hosted a series of virtual roundtables with executives, analysts and press around key topics. The goal was to use our collaboration solutions to give remote attendees the ability to engage with our executive team in an interactive online environment. Read More »

Cisco Customer Collaboration at Cisco Live: The Next Step in Customer Care

Over the last several years, I’ve watched with interest and excitement as the customer care industry has evolved from traditional, voice-only call centers to multichannel contact centers that utilize phone, e-mail, chat, the web, speech recognition, and video to communicate with callers. Speaking as a consumer, I like that I now have a rich variety of ways to obtain information and resolve issues. At the same time, however, I remain frustrated by the fundamental limitation that customer care is still predominantly provided by the contact center, which is typically only a small part of a business or organization. Cisco has led the way in expanding the scope of customer care with the introduction of ground-breaking products like Cisco Unified Expert Advisor, which allows presence-enabled experts anywhere in the organization to assist callers. Now, we’re taking another leap forward by applying a wealth of collaboration technologies that will enable businesses and organizations to forge real relationships with their customers and elevate customer care to the next level. Read More »