The explosive growth of mobile offers the greatest opportunity for contact centers. If the consensus among those at ICMI’s Contact Center Expo and Conference is any sign, mobile is the place to focus.
But while there’s consensus about mobile, there isn’t consensus on a standard definition of mobile customer care. Many consider mobile to be just another device to support or another channel into the contact center. However, participants and speakers at ICMI did not have a standard definition of mobile customer care. Many consider mobile to be just another device to support or another channel into the contact center.
I talked to Nemertes Research Analyst Lisa Durant to get her perspective. She agrees there is a dramatic evolution in the industry as mobile interaction continues its explosive growth as a contact method. Durant takes a broader view of mobile customer care to include “any interaction using a mobile device.” Whether a customer makes a voice call to a contact center, completes a transaction online, or engages via social media, she points out that the user is most likely on a mobile device.
As a silver sponsor at ICMI, the Cisco team experienced that strong interest in mobile. Attendees kept the booth staff busy demonstrating Remote Expert Mobile. Armed with iPads and Cisco DX80 endpoints, Cisco engineers Brian Cole and Doug King demonstrated products in the Cisco Customer Collaboration portfolio, including Cisco Unified Contact Center Enterprise, Cisco Unified Contact Center Express, Remote Expert Mobile, and Context Service.
The Evolving Mobile Customer Experience
Despite continued growth in mobile, Read More »
Tags: Cisco, collaboration, contact center, customer service, ICMI
In case you missed it, here a summary of Karen Walker’s latest blog on the IoE Blog site that reaches out to all those in the Oil and Gas Industry:
“…we recently published a new report that shows a global oil and gas (O&G) industry awash with disruption, and primed for digital transformation. Low oil prices have upended the sector, spurring an urgent rethinking of strategy by oil and gas executives—and accelerating the adoption of IoE.”
Karen Walker, Senior Vice President of Marketing at Cisco and interim CMO, highlights some of the key findings from the report:
“To become agile enough to compete in the IoE Era, the oil and gas workforce must possess a mix of technical skills, industry knowledge, and business acumen. With talent shortages due to massive numbers of professionals retiring over the next few years—and a lack of necessary digital skills among those who remain— O&G firms need to make bold moves to transform their workforce strategy:
- Extend the reach of existing expertise –Video-based collaboration can help bridge the expected talent gap by making the most of professional expertise that is spread too thin, as well as providing ongoing training throughout the organization.
- Attract digitally-savvy talent – As up to 50 percent of oil and gas workers prepare for retirement in the next five to 10 years, who will be the next generation of workers that replaces them? An earlier Cisco report showed the next wave of digital transformation will be all about capturing timely, actionable insights from the deluge of data being generated by the Internet of Things (IoT), a key enabler of IoE.
- Bridge the silos – In addition to analytics expertise, O&G companies will need employees who can see and work across the boundaries between IT and operational technology (OT).
- Create a culture of innovation – O&G companies don’t compete just with each other for top talent, they compete with the likes of Google and Facebook. The best and brightest data scientists and software engineers want to be on the leading edge of innovation, not mired in “the way we’ve always done it”.”
Read the full blog to find out further insights here:
…and, as always, let us know what you think!
Tags: analytics, CERAWeek, Cisco, collaboration, Data Science, digital, Disruption, future workforce, IIoT, Internet of Everything, IoE, IoT, Karen Walker, marketing, oil and gas, oil prices, operational technology, OT, transformation
Many of the products that make up the Cisco collaboration core infrastructure are “best-in-class” solutions that deliver significant benefits in their own right. Used together, their benefits become amplified. Together, they create a comprehensive and powerful end-to-end collaboration solution.
Designed to work together, the components complement and extend the value of the other components, creating a “one plus one equals three” scenario. Some of these advantages include:
A consistent user experience, regardless of your location or device. This allows you to focus on what you’re doing instead of the technology you’re using. Focus on the discussion rather than how to join the meeting or view content and video. We’ve optimized the views and quality for each device so everyone has the best experience their device can support.
Tremendous flexibility for any-to-any collaboration. Connect from anywhere, with anyone, from the applications you use and the device of your choice. This removes barriers. Mobile and teleworkers can work as easily, effectively, and securely as if they were in the office. This flexibility extends to:
- Business-to-business and business-to-consumer interaction
- Secure connectivity to the cloud
- Interoperability with third-party endpoints and systems
- Public-switched-telephone-network (PSTN) connectivity options
Read More »
Tags: Cisco, collaboration, hybrid solution, infrastructure
Cisco Live in San Diego is fast approaching. Here in the world of Cisco Collaboration, we’re getting ready to share all our latest and greatest products and content with you. Meanwhile, we’re making sure we have our official boothwear, slideware, and convention-center footwear ready to go.
I challenged my teammates to help me tell you why should be sure to see all the Cisco Collaboration activities we have to offer at this year’s event. (Yes you, looking at a screen of some sort right now and reading these words.) After a purely unofficial, nonscientific process filtered by my somewhat skewed sense of humor, here are 13 compelling reasons to check out all that Cisco Collaboration has to offer from June 7th to 11th in San Diego.
- Choose from 75+ technical breakout sessions, 30 hands-on technical labs, and more than 25 engineers available for 1:1 sessions.
- Ride in a Cisco Spark bus or pedicab to get there and snap selfies ’til you drop
- Cloud, on premises, hybrid, oh my: Hear experts unravel mysteries and answer your questions in Meet the Engineer sessions.
- More than 200,000 companies using Cisco Collaboration can’t be wrong.
- “Walk this way, talk this way.” Follow AeroSmith’s instructions and come see us live in action.
- Spark, Spark, Spark, baked beans, and Spark
- The Customer Connection Program gets you access to NDA content (and nifty giveaways).
- Don’t just see it, do it. Find out how and meet the experts.
- Get coding. Hear the latest from our DevNet team and learn why we are buying Tropo.
- Join the conversation, don’t just observe.
- Bored with your humdrum work life? Try new Cisco Collaboration.
- Spark is the new black.
- The Cisco Hat.
Check out the Cisco Collaboration events as you build your schedule make sure you catch the latest great information.
Special thanks to Alexis Doherty, Barnaby Meadows, Jillian Zimmerman, Ross Daniels, Fran Blackburn, Chris Wiborg, Angela Murphy, Kirk McNeil, Jeff Marusak, Lauren Colson, Marcus Gallo, Patty Medberry.
Tags: cisco live, Cisco Spark, collaboration, Customer Connection Program, hat
After too long, business is becoming more immediate and visual.
Think of it this way – a couple of thousand years ago business was often done in a market place or trading post, face to face in person. Technology meant supply lines and trade was able to extend geographically so business had to be conducted in part, with asynchronous delayed communication by post and then the telegraph. Read More »
Tags: Cisco IT, cisco on cisco, coc-collaboration, collaboration, Collaboration Edge, jabber, video