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Back to the Future in 2015: Marty McFly’s Contact Center

In the 1989 movie Back to the Future II, Michael J. Fox’s character Marty McFly travels to the year 2015. He sees a future with hover boards, holograms, flat-screen TVs, and video calls. Not bad for predictions made over 25 years ago!

But the movie didn’t give us a glimpse of what a contact center might look like in 2015. Based on the trends over the last year, let’s consider what Marty may have seen had he traveled to a contact center in 2015 instead of Hill Valley.

Moving from Multichannel to Omnichannel

And 2015 will be the year that the “omni” will be cemented into omnichannel. Multichannel customer care has been around for some time now.

Customers can reach out to contact centers via the channel they choose: voice, video, web chat, email, or social. But what if a customer uses more than one channel to complete a single transaction over a period of time?

Each time the customer makes contact, all the information and context from previous contacts, regardless of channel, will be available. Each subsequent agent or resource can get right to the issue at hand to complete that customer’s journey and fulfill their request.

Speaking of customer journeys, omnichannel allows you to Read More »

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BYOD and Back to School…Already?

Popsicles, water balloon fights, fireflies and staying up past your bedtime. These summertime rituals haven’t changed since I was a kid. What has changed is technology and the buying cycle for back-to-school.  Last week in Target I saw an entire wall display of back packs.  My kids have been out of school for exactly one month and retailers are already pushing school supplies! 

Sunday I woke up brewed a pot of coffee and sat down with my iPad to check Facebook and peruse my email. Cisco has embraced Bring Your Own Device (BYOD), so I have secure access to my work email on my iPad at home. I checked a few work emails, but I just couldn’t resist the Red, White and Blue 20% off coupon in my inbox.  Had I not seen the back-to-school display last week and received the coupon in my inbox would I be buying khaki pants and blue shirts the 2nd week of July?  Shopping on a laptop is easy. Shopping on an iPad is just downright dangerous!  Consumerism was starting to take over, but in my mind I justified it as one less thing on my to-do list for August.

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