Due to a middle school crush, I became a fan of Elton John during the most prolific point in his career, releasing a series of records I still enjoy today.
Always looking to impress, I’d listen to the albums again and again looking to memorize the lyrics if the chance for a sing-along ever presented itself. If a verse was hard to understand, I’d take my best shot, which occasionally produced comic results.
Little did I realize there’s a cottage industry of misheard song lyrics, with one of the most common being, “Hold me closer Tony Danza” from Elton’s song “Tiny Dancer”. Wow, talk about ruining the context of a song!
Context is an increasingly critical element of customer experience. The historical process of identifying and qualifying a customer during a real-time experience can backfire without context. Take my friend who called to report an outage on his cable service and was repeatedly upsold for an “enhanced” package during his queue time and agent interaction. We call this “doing the wrong thing right.”
Context provides the foundation for more personal, relevant and differentiated service – the battleground in the Experience Era. Read More »
Tags: Call Center, collaboration, contact center, Context Service, customer experience, customer service, IVR
Have you ever imaged what your company would look like if you only employed the best and the brightest employees? Midsize business leaders, just like enterprise companies, need to recruit and retain the most capable employees. They recognize that because today’s talent is on the move, the best employees may not be local.
There is a new understanding for midsize organizations: To remain competitive, they need new ways to support engaging face-to-face virtual interactions. Midmarket organizations also recognize that as employees juggle their time to have fulfilling careers, simplifying their ability to maintain a work-life balance is also important. Let’s face it: Connecting people on a very personal level is good for business.
So how will this help my business be more successful? Collaboration technology can amplify the value of each participant’s talents and contributions. It is this thinking that has led many midsize organizations with which I’ve spoken to use collaboration technologies to engage more personally with their customers, stakeholders, partners, and others (suppliers, consultants, or specialists) regardless of their location.
To put the cherry on top, it is now easier than ever to enable your dynamic workforce wherever they are. I’ve seen midmarket companies use Cisco collaboration technologies such as Sub-Zero and Vital Images to help improve their customer and employee engagements to drive revenue and success. Read More »
Tags: Call Center, Cisco, collaboration, Customer Care, customer service, midsize businesses, online meetings
Did you know these corporate travel facts?
- On average, companies spent more than 10% of their total annual budget on expenses related to business travel in 2014, according to Aberdeen.
- Non-compliance with corporate travel policies is a top-three challenge for 57% of executives surveyed by Travelport.
- Nearly 85% of respondents to the Travelport survey say rising airfares and hotel rates have negatively affected their corporate travel programs.
One of my favorite things in life is to travel and to explore new places. It’s inspiring and gives me perspective on different regions and lifestyles. That said, business travel can be a far cry from leisure travel.
It’s great to meet customers and partners, and I enjoy dinners with colleagues on the road. But when I travel, my work week gets jumbled by the diversion from my routine. Time changes, the lack of veggies in my diet, and missing my oh-so-comfy bed. There are times when we all have to meet in person. But business travel sometimes exacts a high cost from project deadlines and time-sensitive work.
Honestly, and I know I am not alone, spending time in security checkpoints, then sitting on a plane for hours trying to get comfortable and be productive can be a nuisance.
Travel itself is expensive. Read More »
Tags: collaboration, cost reduction, online meetings, training, travel, video conferencing, WebEX
Over the past five years, we’ve seen an incredible shift in the way that organizations all over the world are using video every day. From an engineering team conducting their weekly meeting from multiple locations around the globe, to an employee being able to join an all-hands meeting from an iPad while on their balcony in Beijing, video has become a critical part of the workplace.
And it’s not just real-time video; more and more employees are demanding ways to keep that video content, to record and share it for later playback on any device. As a market leader in enterprise video, Cisco developed our Capture-Transform-Share portfolio to enable customers to get more out of their video collaboration investments and extend the life and the value of video with solutions for video recording, streaming and playback. Today, we’re excited to announce that as part of our Capture-Transform-Share strategy, we are working with VBrick to offer their enterprise webcasting solution, VBrick Rev, to our customers.
A Cloud-based offering for enterprise webcasting
First and foremost, VBrick supports some of the most popular use cases of video – from delivering live video streaming over Read More »
Tags: Cisco, cloud, collaboration, VBrick, video
Let’s step into the “way back machine.” It’s 1985, and my friends and I are waiting in a long line to purchase U2 concert tickets. We are beyond excited; they are coming to the Worcester Centrum and we are determined to score tickets for this momentous event! It’s a very, very long line at the local record store, the only one in town that sells concert tickets.
Remember those days? Not many choices and lots of in-person interactions that were time-consuming, but we didn’t know the difference back then.
It took a long time to make it to the front of that line, and you never knew if the tickets were going to be sold out before you got there. It was a wait-and-see game with very few choices.
In 2015, most of us couldn’t imagine dealing with that. We have grown accustomed to having many choices on how and when we communicate. This has greatly changed the research and purchase process, which in turn has driven the need for the highly-responsive customer care companies are starting to provide.
How does this relate to Enterprise Connect 2015? Read More »
Tags: Cisco, cloud, cloud collaboration, collaboration, contact center, Context Service, Enterprise Connect 2015