I once had the amazing opportunity to interview Jack Welch at a Cisco event. For 60 minutes we sat side-by-side on stage, within a few inches of each other, but there was no doubt he was the only person in the room in the eyes of the audience. While his wisdom had the audience captivated, it was his extroverted personality that made the discussion truly fun and engaging. As an extrovert, Welch fed off the audience’s rousing responses to his thoughts – and his occasional finger-wagging at the leaders in the audience about the future of competition. The audience loved it.
Sometimes people mistake the behavior of extroverts as “showing off” or trying to command too much attention. What Jack Welch taught me about extroverts is that their energy rises when they’re connecting with people; extroverts get excited when other people are excited to be with them. As collaborators, extroverts can play a crucial role in group dynamics. Action-oriented by nature, extroverts can compel a group forward – especially at key points of agreement or action.
My colleague Carl Wiese and I decided to devote an entire chapter of our book, The Collaboration Imperative (www.thecollaborationimperative.com), to the importance of personal communication styles and how to accelerate authentic conversations by collaborating in your natural style. We even created a tool to help you improve your inter-personal communication profile: Read More »
Over the last few years, changes in computing, mobility, video and cloud have transformed the collaboration market profoundly and permanently. By listening to our customers and constantly innovating and improving on our market-leading Unified Communications platform, Cisco has been able to keep pace with these drastic market shifts. Our customers and the industry are recognizing these efforts, and as a result, I am pleased to announce that Cisco has been positioned as a Leader in Gartner’s recently released 2013 Magic Quadrant for Unified Communications and received an ‘Excellent’ rating, the highest rating given in the 2013 Critical Capabilities for Unified Communications report.
Choosing the right UC solution for your business is about more than responding to the latest trends in cloud, mobility or software applications. One of the most basic criteria customers use when choosing their UC vendor is around how the UC solution fits into their current environment. We’ve learned that there is no “one size fits all” approach for our customers. Read More »
In my recent No Jitter post, Innovation in Strange Places, I discussed the trends and challenges that are influencing the way we blend our physical and virtual environments to shape the future of the collaborative workspace. I pondered on everything from generational (GenX, GenY, and Baby Boomer) differences, to adaptive and intelligent user experiences, to truly pervasive and interoperable communication technologies. When these factors come together, I believe they will enable us to connect the unconnected and to make the vision of any device, any application, from any location a reality--not just a tag line. Read More »
With Cisco recently closing our fiscal year, I naturally started to reflect on the past year in our contact center business, and on our history in this market. Since Cisco entered the contact center market in 1999, the industry has changed in countless ways. We’ve seen technologies come and go. We’ve seen an explosion in the number of channels customers use to connect with companies. We’ve seen the mobile device become the primary entry point to many contact centers—regardless of channel. And we’ve seen start-ups, new business models, consolidations, and divestitures.
With all of these changes and inflection points over the last decade or so, Cisco has been able to make its mark in the contact center industry. We’ve grown steadily over the last several years. In fact, Cisco became one of the top three Contact Center vendors after only five years in the market. As we’ve continued to grow and lead in this industry, we have shipped nearly 3 million Contact Center agent seats, providing the front line personnel with the resources needed to maintain relationships with customers. Cisco shipped 900,000 seats in just the past two years – and the impact that Cisco contact center solutions are making on the level of customer care offered by businesses of all sizes shows no signs of slowing down!
Today, universities fielding more than 25,000 student calls daily, financial institutions using 10,000 customer service agents to answer customer calls and inquiries, and countless other businesses rely on Cisco’s leading Contact Center technology to provide outstanding service and easily manage customer relationships to improve business.
Have you heard about Flipped learning? It is transforming the world of education.
At the Denton Independent School district in Texas we wholeheartedly embrace technology education. Why? Because we understand the correlation between technology and student success. With over 26,000 students to serve, Denton ISD looked to “flipped learning” as a solution that would benefit students at all levels. With flipped learning, student’s take-in content before connecting with the teacher in the classroom. Often times, this takes the form of video based material recorded by the teacher and made available to students from any device or location outside of the classroom. In this way, students spend time with their instructors applying learned knowledge instead of acquiring content.