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7 Ways to Use Social Collaboration to Improve Efficiency and Drive Growth

Social - 1Imagine that all the knowledge held by your global organization was easily accessible and actionable by employees — anywhere, on any device, and at any time.

  • How much faster could you drive the outcomes that you and your customers expect?
  • How much more effectively could your employees perform their jobs?
  • How much could you reduce costs with a comprehensive strategy that includes internal and external communities?
  • How much could you increase customer wallet share and market penetration?

If these sound like areas you’d like to improve, consider these seven elements as you develop and deploy an enterprise social collaboration.

Employ a passionate, dedicated community manager. Managing a community isn’t a part-time, add-on responsibility. Community managers are more than policy enforcers looking for bad language or undesirable behaviors. Effective community managers lead, moderate, teach, support, write, advocate, design, and much more.  Considering the many hats that they must wear, select someone with the experience, energy, and credibility to wear them!  Read More »

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Effortless School Holidays Thanks to a Great Customer Experience

customer experience blog AJ 11_2014Last week I was at Westminster Central Hall in London for the EMEAR and UK&I Customer Collaboration Sales Summit.   It was great to hear about some of the successes that our partners and customer are having, and some of the new developments in Cisco Customer Collaboration solutions.

One of the highlights of the summit was listening to my colleague, Zack Taylor talking about customer experience.  He outlined some of the ways businesses are measuring customer satisfaction and building cross-functional programs in which the contact center plays a key role.  In his session, Zack discussed three popular metrics that business leaders are tracking:

  • Effortless Experiences: Proponents of the Low-Effort measure argue that customers will become loyal to companies that deliver low-effort interactions over those who strive to provide a dazzling experience but are more difficult to engage with.
  • Net Promoter Score: Developed by Frederick Reichheld of Bain & Company, the Net Promoter Score provides a simple way to measure a company’s performance. It provides qualitative data that can help companies improve their customer experience by assessing the willingness their customers to enthusiastically promote (or not) their product and services to friends, colleagues, or family members. Read More »

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A-E-I-O-U: The Nucleus of Video Collaboration

I’ve been on a journey with my team over the last 18 months to redefine our approach to video collaboration. Vowels form the nucleus of any word, so I call this the A-E-I-O-U approach as it represents the core principles of video collaboration.

Every product we introduced this year has these principles as its backbone. If a product idea doesn’t meet this requirement, it doesn’t even make it to blueprint. The feedback we’ve received from customers and partners tells me we are exactly on the right track.

So what does A-E-I-O-U stand for?

  • A – Affordable
  • E – Easy
  • I – Innovative
  • O – Outstanding Design
  • U – User Centric 

Sounds pretty rudimentary, but it’s not easy to do in reality. It’s like producing a performance engine that’s easy on the eyes with do-it-yourself sensibility, a bunch of really cool features and pragmatic pricing – all in one product. A handful of companies have been able to do this, and Cisco has joined that short list with our latest video collaboration products.

How do we know A-E-I-O-U is working?

Affordable: Read More »

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Connecting Basketball Fans with Teams at the NBA D-League Draft

It’s almost November, which means we’re about to begin what is now an annual basketball tradition. For the fourth year in a row, the NBA Development League Draft will be conducted entirely via WebEx!

On November 1, beginning at 3:30 p.m. Eastern, all 18 teams will make their picks from the D-League draftee talent pool to boost their 2014-15 season rosters.

D-League Draft FinalInstead of making the teams travel across the country to one place, or attend a long, tedious audio conference call, D-League teams will participate from the comfort of their team offices as if they gathered together in the same room. Through the use of the built-in video conferencing in WebEx each team will link to all the other team representatives and they will see, hear and interact with each other in real-time. By combining all the tools the teams need – voice, video and content sharing – in one place, we’re giving each of the 18 teams the best opportunity for a great draft experience from anywhere in the country.

One of the many cool things about my job is seeing all the fascinating ways customers use Cisco’s products. And it’s especially exciting when I get to see customers use our technology with something everyone is avid about – sports! Whether you are a basketball, baseball or football fanatic, managing a fantasy team, or keeping up with the latest prospects, or watching the up and coming players it is all part of the excitement. Through the use of WebEx conferencing, we get to bring these worlds together even more. Read More »

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Getting a Different Perspective on a U.S. Navy Embark

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Approaching the iconic Golden Gate Bridge from the deck of the U.S.S. Kidd.

Fleet Week in San Francisco. It’s when the ships come to town and the focus moves to the waterfront.

For many on the civilian side, the highlight may be the air show and the Blue Angels. But more important to the U.S. Navy is the opportunity for the general public to learn about what U.S. naval forces are all about. Meet people, dispell myths, and show off some big ships.

For me, the highlight was closer to sea level and the learning opportunity was a unique one. Actually, it was precisely at sea level. I was privileged to participate as a social media ambassador in an embark upon the U.S.S. Kidd, an Arleigh-Burke class guided missile destroyer.

I gladly found my way to the San Francisco waterfront at o’dark-thirty (that’s military time for really darn early). Our small contingent included a mix of people from the technology and nonprofit communities. We boarded and gathered in the officer’s dining room, where several of the ship’s officers and the commanding officer, Commander T.J. Zerr, greeted us. Read More »

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