The contact center is the front line for handling customer inquiries. Corporations large and small understand that it’s important to respond to inquiries quickly and effectively. A lot of money is budgeted for customer care departments to meet this growing need and respond via one or more customer contact channels. As evidenced by many stories in the news recently, one small, wrong move and your company could end up on the wrong side of a social media story gone viral. How many times have you heard of someone tweeting about being stuck in a plane on the runway for a few hours? It can make the nightly news and stir up bad publicity for the airline, potentially resulting in customer service headaches for months or years to come.
Many variables affect a contact center ecosystem including the underlying technology, staffing resources, real estate, etc. If your corporate contact center infrastructure is transforming or needs to transform, here are ten top issues you should consider: Read More »
Tags: Cisco IT, cisco on cisco, coc-collaboration, collaboration, contact center, Customer Care
We use a lot of video at Cisco. A recent tally shows that Cisco totals over 24,000 video calls every day, which raises a pretty big question: why do we use so much video at Cisco? Read More »
Tags: Cisco IT, cisco on cisco, coc-collaboration, collaboration, UC, unified communications, video
How can a global company make the most of its talent all over the world? How can teams of people collaborate productively no matter where they live and work? While email helps and phone calls help even more, video is critical.
Cisco IT supports our global teams with a successful integrated suite of video options. Cisco employees made nearly 6.5 million video calls this year. What are the most popular video solutions for calls or meetings, and how it has changed Cisco culture? Find out in my short video.
Tags: Cisco IT, cisco on cisco, coc-collaboration, coc-unified-communications, collaboration, UC, unified communications, video
I have to envy my colleagues in the Cisco IT ACE program: they get to play with the latest toys. For several months now they’ve been playing with the newest Cisco releases of video phones while the rest of us looked on. Just recently though, they’ve started showing up on Cisco desks – lots of desks. They’re sleek and look a little like Apple iMacs have taken over the workplace. The Cisco DX70 and DX80 have arrived and I’m certain if you could see them you’d be impressed. And you’d probably want to play with them, too. But what are they for?
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Tags: Cisco IT, cisco on cisco, coc-collaboration, collaboration, dx series, TelePresence, video
Cisco TelePresence is designed to create a virtual reality, to make you feel like you’re face-to-face with people, no matter how far away you are in the world. That used to take a lot of complex, standardized, in-room design, color, lighting and deployment. We had to custom-build the rooms, put in special lighting and tables, and more. Each new room was an added expense. I have to admit, though, the end result was awesome. Working with people over immersive telepresence, I pretty much forget the technology after a few minutes, and I’m not really aware of anything but being in the same room with the people in front of me.
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Tags: Cisco IT, cisco on cisco, coc-collaboration, collaboration, mx series, TelePresence, video