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Cisco IT’s User Experience Playbook: Deliver a Consistent, Unified Experience

In my last blog, I introduced Cisco IT’s Playbook for Ensuring a Pervasive User Experience. We consider user experience (UX) a strategic priority that requires cultural change. The playbook is our guide for ensuring that this priority becomes part of our DNA. Each chapter of the playbook lays out ways that we can improve UX, and make it a pervasive, positive experience for users across the company.
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Cisco Live 2015: The Millennial Perspective

Cisco Live is a yearly event where customers and partners come together to experience Cisco technology and interact with experts to learn how to take the next steps for their company. In the IT Management track, we, as part of the IT Millennial Program, had the unique opportunity to tell Cisco IT’s story to hundreds of those attendees throughout the week. Read More »

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Let’s Build Tomorrow Today: The Growth, Passion and Reality of IT Management

In my pre-Cisco Live US blog, I talked about my excitement and how I was greatly anticipating the event. I was both excited and nervous to present, wanting to participate in everything, and network with as many customers as possible. The week left me absolutely drained, but it was unlike any experience I have had in my 15 years at Cisco. Read More »

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Contact Center Technology Answers for Mobile Customer Care

Has your company adapted the contact center environment for mobile customers? What are you waiting for? Fast IT is the new sheriff in town and mobility should be right at the top of corporate IT roadmaps. Agile methodologies are quickly becoming standard practice utilized across all facets of organizations to adapt and survive the fast changing technology landscape. According to a reputable industry source (Gartner, June 2014) mobile devices have long surpassed traditional desktop and laptop computer sales. Smartphone and tablets are no longer a niche industry.  Adapting your contact center to respond quickly to the mobile customer will require a new way of doing business and adding new tricks to your customer care magic act to maintain success.  Read More »

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Should you think about moving your Contact Center to the Cloud?

In the world of Fast IT, the “Cloud” is a hot topic and standard conversation in roadmap meetings across all IT domains. Unless you have been away on a spiritual retreat with monks in a cave for the past year, it has been a subject that you could not have avoided. “When will it be available”? “How fast can our system be migrated”? “What are the features and functionality the cloud contact center offers”?

These are often the questions that are asked at the executive level. All of them are great questions and should be researched and addressed by your IT Experts. Contact Center IT teams looking to get a head start will need to get a big picture view of the fast changing technology landscape from their vendors and independent research. With the above questions in mind I’ll attempt to provide some answers and food for thought. Read More »

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