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Project Squared: You Asked, We Listened

When we launched Project Squared in November of 2014, one of the things that was really important to us was to listen to our customers, and to use the things we heard to adjust the experience. We established several “listening posts” – ways for us to get feedback. Analytics and metrics were one way. Another way was a feedback capability right within the application. We encouraged our users to use the feedback feature to report problems, but to also make feature requests or generally tell us what they think.

Within a few weeks of launch, we already started to see some trends in the feedback we were receiving. The number one requested feature that we got – by a long shot – was the ability to leave a 1-1 room. For the engineering team, this was an unexpected request. Why do users want to leave a 1-1 room? After all, if a 1-1 room has no activity, it will downwards in the room list and you won’t see it anymore. So, what is the issue? Read More »

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Cisco Partner Weekly Rewind – February 27, 2015

Partner-Weekly-Rewind-v2Each week, we’ll highlight the most important Cisco Partner Ecosystem news and stories, as well as point you to important, Cisco-related partner content you may have missed along the way. Here’s what you might have missed this week:

Off the Top

CRN announced their annual Channel Chiefs awards this week. Cisco was honored with six executives being named to this year’s list.

Bruce Klein kicked things off this week by congratulating the recipients. I followed up with short features on each of the named Channel Chiefs from Cisco. In case you missed it, there are short features this week on:

Join me in congratulating this year’s Channel Chiefs from Cisco!

Jimmy Kimmel debuts Wall of America

In case you missed Jimmy Kimmel’s show after the Oscars last Sunday, he introduced the “Wall of America.” Built by Cisco, the Wall of America is a giant video collaboration board he used to speak directly with people across America who watched the Academy Awards. For a more in-depth look at the Wall of America, check out Rowan Trollope’s blog Jimmy Kimmel Live Reimagines the Fane Experience with Cisco.

Check out the video and you can learn how to sign up to be on Jimmy’s show via Cisco’s Wall of America! Read More »

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The Steely Dan Contact Center: When “Do It Again” Isn’t a Hit

In 1973, the group Steely Dan burst onto the music scene with two hits from their first album “Can’t Buy A Thrill.” Setting the standard for obscure lyrical references, a loyal following for the band endures even in 2015.

One of the hits, Do It Again raced up the charts as a pop-music rarity – a hit song in a minor key. Most Steely Dan fans have concluded that it’s about a gambler that must return to the tables. For a vintage rendition of the song, check out this link:

I had a recent experience that highlights just how much Do It Again resides in today’s contact centers. After being unable to locate the answer to my question on their web site, I engaged a long-time financial-service provider supplier for live help. Read More »

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Off the Shelf and into Production – grow your lifecycle services business now!

There has never been a better time to take inventory with your customers. By asking them if you can help them assess their software investments to turn dormant “shelf-ware” into “productive-ware, you will begin to discover new business, and new opportunities to sell services that support the entire software lifecycle.

Every customer wants to be as effective with the software investments they make and wants to quickly realize the return on their investments. Your work to discover activation opportunities or adoption and usage increases is just the beginning of adding value to your customers!

There are a lot of reasons why this is important – but here are my top three: Read More »

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Prove Your Collaboration Expertise with Cisco Certifications

The way we work – and where we work – has changed immensely in the past decade alone. That transformation will continue with the ongoing proliferation of communications devices.

According to Gartner, an estimated 40% of the workforce will be mobile by 2016. In addition, more organizations have employees in different buildings, cities, states, and even countries.

Collaboration is critical to business success and innovation, but the changes in the workplace require new ways to collaborate. No longer can you rely on being able to huddle at the cubicle down the hall.

Fortunately, advancing technologies have empowered people to engage and innovate anywhere, anytime.

To support this transition, today’s IT staff must wear multiple hats. Gone are the days when you’d have a dedicated voice guru, a specialized video expert, and someone else to support collaboration tools. Multiple trends are converging and with them, IT job roles are blending. In many organizations, video and voice specialist roles have converged to become a single specialty.

As a network engineer, how do you convey and prove that you have the skill set to deliver business value using Cisco collaboration solutions? Through Read More »

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