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Championing the Case for Contact Center Analytics!

Contact centers have always been awash in data and data crunchers. But based on progress in data science, there is a renewed focus on analytics and how you can use it to differentiate your customer engagement strategy. When competitors offer similar products and use comparable technologies, your customer service strategy can offer meaningful advantage to your brand.

Using analytics appropriately, forward-looking companies can wring every last drop of value from their contact center processes.

Traditionally contact centers have used metrics like Average Hold Time (AHT), First Call Resolution (FCR), Abandon Rate, Occupancy, Adherence to manage the operation.

However, now they want to leverage additional data; what are the upsell opportunity, how much customers will pay; how many items each will buy in a lifetime; and what triggers will make people buy more.

Many contact centers now want to use additional data to answer more strategic questions, such as:  Read More »

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An Impromptu Meeting With A TechWomen Delegation

Not to long ago I was at the Cisco Executive Briefing Center (EBC) presenting to a customer with a co-worker of mine named Bob. It’s not uncommon for us to present together and I enjoy the dual role of going back and forth as I think it makes for a much better experience with customers combining the story of collaboration with real world examples of video. This EBC presentation was the last of the day and on our way out we came across a group of women by the fishbowl. The fishbowl (so aptly named) is a large, round room with glass walls that houses the demonstrations.

We stopped to chat and came to learn that this was a delegation of women working in IT as part of the TechWomen ( program. TechWomen is a professional mentorship and exchange program developed in response to President Obama’s efforts to strengthen relations between the United States and the Middle East and North Africa. We spent a few minutes asking questions and learning about the program, where everybody was from, and what their interests were in the area of technology.
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Project Squared: You Asked, We Listened

When we launched Project Squared in November of 2014, one of the things that was really important to us was to listen to our customers, and to use the things we heard to adjust the experience. We established several “listening posts” – ways for us to get feedback. Analytics and metrics were one way. Another way was a feedback capability right within the application. We encouraged our users to use the feedback feature to report problems, but to also make feature requests or generally tell us what they think.

Within a few weeks of launch, we already started to see some trends in the feedback we were receiving. The number one requested feature that we got – by a long shot – was the ability to leave a 1-1 room. For the engineering team, this was an unexpected request. Why do users want to leave a 1-1 room? After all, if a 1-1 room has no activity, it will downwards in the room list and you won’t see it anymore. So, what is the issue? Read More »

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The Steely Dan Contact Center: When “Do It Again” Isn’t a Hit

In 1973, the group Steely Dan burst onto the music scene with two hits from their first album “Can’t Buy A Thrill.” Setting the standard for obscure lyrical references, a loyal following for the band endures even in 2015.

One of the hits, Do It Again raced up the charts as a pop-music rarity – a hit song in a minor key. Most Steely Dan fans have concluded that it’s about a gambler that must return to the tables. For a vintage rendition of the song, check out this link:

I had a recent experience that highlights just how much Do It Again resides in today’s contact centers. After being unable to locate the answer to my question on their web site, I engaged a long-time financial-service provider supplier for live help. Read More »

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Prove Your Collaboration Expertise with Cisco Certifications

The way we work – and where we work – has changed immensely in the past decade alone. That transformation will continue with the ongoing proliferation of communications devices.

According to Gartner, an estimated 40% of the workforce will be mobile by 2016. In addition, more organizations have employees in different buildings, cities, states, and even countries.

Collaboration is critical to business success and innovation, but the changes in the workplace require new ways to collaborate. No longer can you rely on being able to huddle at the cubicle down the hall.

Fortunately, advancing technologies have empowered people to engage and innovate anywhere, anytime.

To support this transition, today’s IT staff must wear multiple hats. Gone are the days when you’d have a dedicated voice guru, a specialized video expert, and someone else to support collaboration tools. Multiple trends are converging and with them, IT job roles are blending. In many organizations, video and voice specialist roles have converged to become a single specialty.

As a network engineer, how do you convey and prove that you have the skill set to deliver business value using Cisco collaboration solutions? Through Read More »

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