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Ten Things to Consider for a Better Contact Center

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 »

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Technology and its Power to Transform Society – Where do you Stand?

January 15, 2015 at 6:49 am PST

Educators are using technologies like Cisco Webex to deliver anytime, anywhere learning, bring experts from across the country and the globe into their classrooms, and provide ubiquitous access to an astounding amount of resources on the Internet.

Now, educators, along with their students across the country, are using it to have conversations that transform society.  Today, at 12pm Eastern Standard Time, Dr. Martin Luther King, Jr.’s birthday, students from nearly every region in the nation, with a broad spectrum of socio-economic and racial backgrounds, will use Cisco WebEx to participate in a discussion on civil rights issues.  This event is being led and facilitated by the Rochester School District in cooperation with districts from across the country. Read More »

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Moustaches and the Customer Experience

Tom_Selleck

Photo by Alan Light

Remember when moustaches were cool? For those who weren’t paying attention, it was back in the 1980s when Tom Selleck--sporting that signature facial hair--ruled the T.V. airwaves as private investigator Magnum, P.I. Most guys old enough to shave (or who thought they were) tried to proclaim their manliness with a Magnum-style moustache. We thought 128 kB of RAM and the 5 1/4″ floppy drives on our IBM XT personal computers were pretty neat, too.

The early 80s were also the last time many consumers thought that contact centers--or call centers, as they were known then--were cool. People appreciated being able to call businesses if they had a question about their bill or needed product information (remember, those were the Dark Ages before the internet). But as related in a noted white paper, contact centers soon became more about minimizing costs than providing exceptional customer care. And of course we started getting annoying telemarketing calls in the middle of dinner.

In the last couple of years, however, customer care has begun to swing back in favor of the customer.

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Ringing in 2015, the WebEx Way

Happy New Year! As I return from the holidays and begin the year ahead, I’m energized and excited about all the amazing accomplishments we achieved with WebEx in 2014. Many recollections come to mind that I’d like to share with you. And I have exciting news for 2015 — already! More on this in just a minute…

WebEx is really at the core of everyone’s work life. With over 60 million users and more than 1 million meetings a day, we really impact how people work and live. It was just a little over a year ago that I started leading the Cloud Collaboration Applications team at Cisco. When I started, I challenged the WebEx product team with a new goal to dramatically improve our already great web conferencing tool. A key element of this goal was a focus on simplicity. Making WebEx simple in addition to enhancing functionality was the target. Bottom line: It is our mission to delight every WebEx user and make their work life more productive.

The New WebEx

My team took this challenge to heart and made significant product changes in this direction. In October 2014, we launched the New WebEx that comes with a new clean intuitive interface, improved web landing pages that make it easier to join online meetings, much faster meeting load times, better video layout, and wideband VoIP audio for better audio quality. Read More »

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6 Ways HR Can Benefit from Video Conferencing

With the near year come new resolutions.  For many people, among those at the top of the list is getting a new job.

For human resources leaders, the resolutions may be to get more creative to find new talent, and to retain and grow the existing talent. This challenge is even greater when you are attracting a new generation of workforce.

By 2015, millennials will make up 36% of the American workforce. They are more mobile than previous generations; they want greater choice on how and where they work.  They feel comfortable with technology and they’re used to being connected and collaborating all the time.

Video conferencing is one of the best technologies HR can use right away to attract, retain, and develop millennial employees.  Once seen as a nice-to-have, video conferencing for business use has come a long way.  It’s no longer just a big, expensive system in a large conference room where you need IT’s help to get it to work, nor is it relegating to consumer-grade video chat, bypassing IT.  For businesses that use the right video conferencing solution as part of their overall communication tools, they see an immediate business impact.

Here are six top benefits we see from our customers:

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