Do the names Linda Keith and Chas Chandler ring a bell? Well, without their influence, we may have never heard of Jim Hendrix.
In May 1966, Keith ran into the then-obscure Hendrix playing at the Cheetah club in New York. “He was astonishing – the moods he could bring to music, his charisma, his skill and stage presence,” she recalls. “Yet nobody was leaping about with excitement. I couldn’t believe it.”
Keith convinced Chas Chandler to come see Hendrix on August 2, 1966 in Manhattan. Chandler was the bass player for the hit group “The Animals” at that time. “He was the best guitar player I had ever heard.,” Chandler would later comment of the performance. Chandler became intent on making Hendrix a star – but to do that, Hendrix had to go to a new place to start fresh – the U.K.
Successful customer experience for contact center directors also means going to new places – organizationally. The contact center is a critical cog in the “Big 3” of customer engagement, where the propensity of customer interactions (vs. transactions) occurs between the web, the mobile device, and the contact center. In contrast, many businesses are not organized holistically across these three critical elements. And on occasion, each domain architects conflicting business outcomes.
Leading companies view the customer journey as a singularity from a mobile, web, and contact center perspective. Managers of these domains are beginning to exist under common organizational designs. Many are beginning to report into chief experience of digital officers.
Much like Jimi Hendrix needed to make some new friends to achieve success, so it is in business. If you’re operating in isolation, expand your organizational boundaries if you haven’t yet. Make some new friends in your mobile and web application teams. Customer experience stardom may be right around the corner for you also!
Discover more about how Cisco’s customer experience offerings can help make music for your customers here: http://www.cisco.com/assets/sol/coll/use_case_tool/outcome.htm#~customersatisfaction
Tags: Cisco, collaboration, contact center, customer experience, customer satisfaction
After twenty-five years in the same house, my wife and I will soon be living in a new place.
Moving isn’t fun. It’s not just leaving the home where we raised our two boys, but getting rid of all our unneeded items. We’re not hoarders or packrats, but it’s downright astonishing how much stuff (I won’t use the word junk) we gathered over the years.
Businesses can be like that, too, can’t they? Read More »
Tags: cloud-based, collaboration, contact center, context services, customer experience
One of the most enduring characters introduced in 1960’ television vas the venerable “Mr. Spock” of Star Trek fame. Leonard Nimoy played Spock after having only modest acting success before being cast as the half-human, half-Vulcan in 1964.
Among the many attributes Spock had, two relate to the modern contact center and customer experience paradigm.
First, Spock’s primary attribute was an extreme affinity for logic. No matter how far off the handle Captain Kirk had gone, he could always be counted on for a logical response to any situation His almost robotic responses were cold, even if they were effective.
The tides are shifting in the contact center world in this regard. Companies are revisiting the notion of scripted and tightly controlled customer conversations with contact center agents. Since most of the calls, chats, and texts come into contact centers as exceptions after customers have attempted other business processes, it is imperative agents use positive language and more conversational approaches. This is critical with customers who may be as “off the handle” as Captain Kirk could become!
The Human Focus
Second, Spock had an affinity for calling humans “carbon based units” Read More »
Tags: Cisco, collaboration, contact center, customer service, Spock, star trek
Dear Contact Center Marketing Director,
I’ve been thinking a long time about this and I wanted to write and mention a few annoying things about your contact center. I also have some great suggestions for you on how you can improve your customer service. I’m not saying I have all the answers but as a valued customer I thought you might like to hear from me. I believe these opinions are not just mine, but probably span a large part of your loyal client base. Read More »
Tags: Cisco, cisco on cisco, CiscoIT, coc-collaboration, contact center, unified communications
Last week, I had an opportunity to attend an event for small and medium-sized businesses. It was an amazing experience. The business leaders there shared a passion for their solutions and a desire to take their companies to the next level and “make it big”. In a technology-enabled world, the features and functionalities of a product or service typically do not provide a sustainable competitive advantage. It’s certainly possible to grow a company if planned well. So why do only a few small businesses succeed in “making it big”? What differentiates companies and how do certain small companies become large enterprises?
The answer lies in understanding the end-customer behavior of such businesses. Typically, small companies expand based on their initial customers, who become their “brand ambassadors”. This is especially true with social media. Typical buying behavior no longer depends only on a supplier’s marketing activity. It’s largely driven by word-of-mouth from happy or unhappy customers.
Total Customer Experience
Customers engage your business at multiple touchpoints – far more than ever before. And in the end, the total customer experiences across those touchpoints makes them happy or unhappy (Figure 1).
Figure 1 – Connecting the customer journey
The “Total Customer Experience” for a particular customer becomes Read More »
Tags: Cisco Unified Contact Center, collaboration, contact center, customer collaboration, midsize business, omnichannel, small business, smb