My mom…one of the best moms out there in my book. She plans our fun family reunions, plays a mean game of golf, and keeps a busy household in order. And she’s also a successful businesswoman with a very full plate. She runs marketing and advertising for a small business and is an active member of the community. She is constantly multitasking – jumping between projects and meetings on a host of different topics. She is “collaborating” all the time.
As a marketer of collaboration products, I can’t help but analyze how people work – especially folks that may not know about all the great collaboration technology out there. My mom happens to be one of those people. I’ve actually seen her drive to the office to review some creative designs or spend an hour composing a long email when some simple messaging could have helped her get to the point faster. And despite her ability to multi-task as any good mom can, I’ve noticed that she often puts small tasks on hold while over-rotating on a key deliverable, later ending up behind schedule because she’s “catching up.” But all of this is not for a lack of familiarity with technology. She definitely holds the role of the Chief Technology Officer for our family (sorry dad)!
Until we launched Cisco Spark, Read More »
Tags: Cisco, collaboration, meeting, Rooms, Spark
Cisco positioned highest in “ability to execute” among Leaders in the first ever Gartner Magic Quadrant for Unified Communications for Midsize Enterprises, North America.
Many midsize organizations are seriously exploring solutions to replace maxed-out, expensive-to-maintain, and/or end-of-life PBXs. They’re weighing what they may need to support their future communications. This new Magic Quadrant from Gartner, published in May, is the first to look specifically at the unified communications requirements of midsize organizations with between 100 and 999 employees.
Phone System or Full UC&C Suite?
Many midsize organizations talk to us about deploying a new phone system. But most I talk to are balancing a much wider range of evolving challenges. For example, those may include how to:
- Empower an increasingly mobile workforce
- Transform team working
- Increase employee engagement
It’s important to consider vendors that not only fulfill your initial needs, but enable you to evolve. You need a solution that will scale as you grow and your priorities change. We feel that Cisco Business Edition 6000, which Gartner evaluated, features all the essentials. Read More »
Tags: Cisco, cloud, collaboration, Gartner Magic Quadrant, midsize, Spark, unified communications
Just before setting off for Cisco Live I heard an economist on the radio talk about the relative performance of leading countries. The key measure was productivity: GDP per worked hour. Certainly historic outcomes are important but they do tend to provide a historic view.
As we accelerate into the digital revolution, I started to think about the best way to measure company performance. Critically, what might indicate future market leadership? Where should a company focus when it comes to communications and collaboration? What is core and what will enable leaders to set themselves apart from competitors?
I decided to spend some time at Cisco Live asking customers for their perspectives. I arrived in San Diego with a long list of potential items. But after John Chambers spoke about market disruption brought about by digitization, I came away with a simple model: The Modular Enterprise. Read More »
Tags: cisco live, cloud, collaboration, digitization, Disruption, technology, unified communications, video, virtualization, WebEX
Drummer Bernard Purdie has played on over four thousand recordings in his fifty-year career. The self-proclaimed “Hitmaker”, he has recorded with Steely Dan, B.B. King, Hall and Oates, Miles Davis, and Louis Armstrong among many others. Included in his many contributions to music is his famous half-time “Purdie Shuffle”. You’ll hear it featured in such songs as Led Zeppelin’s “Fool in the Rain” and Toto’s “Rosanna”.
Check out Purdie explaining how he created his unique shuffle:
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Tags: Cisco, collaboration, contact center, customer service
You don’t win customer loyalty solely by the “wow!” factor. You win simply by delivering on customer promises and resolving everyday issues.
According to research from CEB’s book, The Effortless Experience: Conquering the New Battleground for Customer Loyalty, two major factors affect customer loyalty during an interaction:
- The first is how much effort is required from the customer to resolve an issue.
- The second is the skills and efficiency of the customer-service agent.
To positively affect customer loyalty, you need to influence these factors during the interaction, not after it.
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Tags: analytics, contact center, customer loyalty, Internet of Everything, internet of things