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Delivering in Customer Care

I recently watched the Belmont Stakes to see whether a thoroughbred named California Chrome could win horse racing’s coveted Triple Crown.  While viewing the race, I was struck by how it doesn’t matter how quickly you start, or how many competitions you’ve won before.  What matters is how you finish, or--in business terms--how you deliver.

Cisco is focused on delivering business-relevant customer care solutions that help companies succeed with their own customers.  That’s one reason why I was delighted to learn that, for the third year in a row, Gartner rated Cisco highest in “Ability to Execute” in the 2014 Contact Center Infrastructure Magic Quadrant.  Gartner bases vendors’ “Ability to Execute” on a number of criteria--including the quality, overall breadth, and maturity of their applications, customer support capabilities, and their ability to deliver solutions that enable contact center operations in formal contact centers in companies, outsourcers, and service providers.

What does this mean for you?  It starts with Read More »

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One meeting, One experience, for Global Collaboration

Do you ever get to the end of your working day, and realize that you have no idea whether the sun has been shining, or it has been pouring with rain all day?  Sometimes, it is only when I’m in video meetings that someone else will actually notice for me that the sun is shining outside my window! Talking to colleagues in the U.K. while I was visiting San Francisco for Cisco Live brought this point home.  In the U.K., the persistent cloud cover had disappeared, giving way to one of the UK’s rare heatwaves. Meanwhile, in San Francisco, temperatures dropped, and we huddled in jackets and sweaters. It wasn’t meant to be this way!

Did you make it to Cisco Live?  If so, I hope that you had a chance to get to some of the great keynote sessions. My favourite was from Rowan Trollope, in which he demonstrated Cisco’s new video collaboration endpoints.

The new products are making video collaboration simpler and more cost-effective than ever. His demo included an illustration of Read More »

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Cisco and Microsoft Lync Content Sharing

Cisco has a proven track record of supporting open standards, designed for maximum scalability and effectiveness.  Our mission is to enable any to any collaboration – in a simple, intuitive and user friendly way. Unfortunately not all vendors are adapting to open standards. And customers that have already made significant investments in proprietary technologies are asking Cisco to help them bring these worlds together. To solve our customers’ challenges, Cisco has decided to expand our industry leading interoperability to include two way content sharing with Microsoft Lync 2013. This will be a software upgrade to existing solution. Stay tuned for more information as we get closer to a release.

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Partner with IT to Build the Workplace of the Future

I’m a huge advocate for flexible work practices including the ability to work from wherever and whenever you want, and think those who attempt to run businesses the ‘old fashioned’ way will fall behind if they fail to recognize the effects of mobility in both their workforce and their bottom lines.

The impact of mobility became clear to us when we discovered that space utilization of our own 22.5Mft2 global property was just at 50 percent. And it’s not just happening at Cisco. According to a CoreNet study, nearly 60 percent of a company’s desks are vacant at any given time and the growing mobility trend is a major reason why. Taking all of this into consideration, I think the question that corporate real estate and facilities leaders need to focus on is, “why aren’t we working with IT leaders to build the workplace of the future?”

Mobility and the Changing Landscape

Most employees can now work from anywhere on any device and have access to most content.  We’re seeing this “wherever you are is your office” trend actually increases productivity and I would even argue that employees who don’t commute actually work more hours on company business. With mobility and bring your own device (BYOD) taking such a strong hold within the workplace, data collection has been accelerating at an exponential rate – so much so that by 2018, Read More »

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Work is What You Do (Not Where You Go)

June 5, 2014 at 10:31 am PST

As I wrapped up my monthly forecast call last week, it struck me just how drastically work has changed in the last decade. It was 10 p.m. and I was in my hotel room in Macau, face-to-face with sales team leads in Singapore, the U.K., Switzerland, and the U.S., over video. Ten years ago, mobile phones were just phones, and for many, the office was where you met with co-workers and got your work done.

Today we’re mobile. Our workforce is globally distributed. Deadlines are shorter than ever. We need to make decisions faster. With multiple generations in the workforce, we must accommodate a wide range of behaviors, outlooks, expectations, and work styles. To stay competitive, we need to look beyond commute distance to find the best talent.

I’ve said before that embedding collaboration technology into workplace design is critical to the success of any workplace transformation effort. Our activity-based  work spaces must give employees secure, seamless access to the information they need to get their jobs done. But this must also extend beyond the walls of our offices so we can collaborate no matter where we are – at home, at a customer site, inflight at 30,000 feet, or in a hotel room in Macau.

And we’re not the only ones who think so.

  • Almost half of professionals worldwide are already working remotely at least some of the time
  • Globally, the world’s mobile worker population will reach 1.3 billion by 2015
  • 61% of employees globally believe they don’t need to be in the office to be productive and efficient
  • 70% of aspiring executives who plan to manage large teams say they will rely more heavily on video in the next 5 to 10 years

Work Is What We Do, Not Where We Go

At Cisco, our own work profile surveys show that among Cisco employees: Read More »

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