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A Day in the Life with Cisco Collaboration: Demonstrating how technology impacts performance

A recently released demo video from Cisco has generated tremendous interest from collaboration professionals on our website and is now posted on YouTube as well.  It’s called a Day in the Life of a Sales Professional.  In the video we hear a self-narrated 4 minute scenario in the life of a go-getter – Steve -- who utilizes collaboration tools from Cisco to win business for his company and deliver results for his customer.

What makes the demo scenario interesting is that rather than describing Cisco collaboration technologies or solutions, the scenario plays up how it makes an organization successful. A host of Cisco solutions, from Cisco Unified Communications to Cisco WebEx solutions to Cisco TelePresence, make timely appearances to string the story along.

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Collaboration Nations

As collaboration continues to change the way we do business, today we’re announcing the results of some third-party global research that looks at trends in the collaboration space.

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Speech Self Service Is Something to Consider

by John Hernandez, vice president and general manager, Cisco Customer Contact Business Unit

A well thought-out speech self service strategy can offload work from live agents, thereby lowering costs, and even increase customer and agent satisfaction. The concept—and technology—have been around for a number of years and usage is growing.

Customers calling from mobile phones in moving cars, where one is not supposed to be pressing buttons, for example, offer a great opportunity for use of this technology. Address changes are another scenario where pressing buttons just won’t work.  It also helps eliminate issues like customer key entry inaccuracies.

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The Future of Skills-Based Routing – Fasten Your Seatbelts

by John Hernandez, vice president and general manager, Cisco Customer Contact Business Unit

Call center agents have complex layers of skills that help them address specific customer questions and needs in order to deliver first contact resolution. Suppose, for example, that a customer requires a Spanish-speaking sales expert who knows Rhode Island auto insurance laws and code.

To make it more complicated, agents are constantly increasing their skill levels and adding new ones.  Suppose, for example, that the same agent has recently added new knowledge of Rhode Island boat insurance code, has added basic expertise in a service skill, and has increased his or her level of Spanish fluency.  Now multiply this by the thousands of agents that sizeable call centers employ.

 

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Discover the True Power of Recorded Calls

by John Hernandez, vice president and general manager, Cisco Customer Contact Business Unit

It’s important to capture conversations with customers, and simply recording those calls requires complex recording devices and massive amounts of expensive storage.  Then there is everything that needs to happen post-recording—sorting out calls that need scrutiny, and analyzing them for areas of improvement.

In the past, most of the resources, emphasis, and thought of a company about capturing calls went into developing or purchasing the upfront recording device. But what about the tools for employees who need to find and analyze these calls? What does all this massive data really say?

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