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Track the Customer Journey with Cisco Context Service

I was on a weeklong business trip to London last month, and as I made my way to purchase a ticket for Heathrow Express train, I realized that I had left my corporate credit card at home. It was close to midnight in London, and Heathrow Express was the perfect option because I was going to stay at Hilton Paddington.

I reached the hotel rather quickly and, like always, thought to myself, “Why don’t we have something like Heathrow Express in New York?” At check-in, I offered my personal credit card and within seconds of the swipe, I received a text message from my bank:

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I responded in affirmative and received a confirmation. I was very impressed that my bank was looking after me. Read More »

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Context is Everything in Customer Care

“Let’s eat grandma!”
“Let’s eat, grandma!”

Punctuation makes a difference, doesn’t it? So does context.

Photo by Takkk, Wikimedia Commons

Photo by Takkk, Wikimedia Commons

If you’re a basketball fan with March Madness on your mind, “Drive the lane!” might make you think of something a coach yells to his players. On the other hand, if you’re teaching your teenage son to drive, it means something else entirely. Context matters! (By the way, march madness also refers to the breeding season of the European hare; context is a tricky thing.)

What’s one of the most annoying things about calling a contact center? For me, it’s entering my account number to an interactive voice response (IVR) system and then having a customer service agent ask me to repeat it moments later. In his recent blog, Zack Taylor refers to this as a “Do It Again” moment. Come on, people! We put a man on the moon in 1969 (or not, if you’re a conspiracy buff), but we can’t get an IVR system to send account numbers to agents? Actually we can. But most businesses don’t because it’s been too difficult or costly. We’ll get back to that shortly. Read More »

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Context Matters: Announcing Context Service for Better Customer Care

“Hello, Mr. Famous, and thanks for calling 1-800-WeCanHelp! I see you bought three items from us last week, and you IM’d with our agent Chet yesterday when you had some questions about set-up. Are you calling about that same issue, or can I help you with something else?”

Calling customer service is never this painless or this easy. I usually start what can become a long, frustrating phone call by entering my account number into an interactive voice response (IVR) system. Typically, a customer service agent asks me to repeat it moments later. My call becomes a painful process of repetition. I provide numbers, ordering history, past calls to customer service, and loads of other information. And that’s before ever getting to how to solve the problem I called about in the first place.

But fast, painless, personal customer service is no longer just a dream.

Introducing Context Service for Cisco Contact Center

Today, we’re announcing Context Service for Cisco Contact Center, a cloud-based solution that tracks a customer’s critical contextual data and immediately delivers it to the service agent. Context Service integrates data from the various ways a customer can interact with your business – such as voice, chat, social media, email and web – to help the agent be better informed and make that service experience more appealing.

Context Service Diagram

With Context Service for Cisco Contact Center, a customer service agent has Read More »

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Championing the Case for Contact Center Analytics!

Contact centers have always been awash in data and data crunchers. But based on progress in data science, there is a renewed focus on analytics and how you can use it to differentiate your customer engagement strategy. When competitors offer similar products and use comparable technologies, your customer service strategy can offer meaningful advantage to your brand.

Using analytics appropriately, forward-looking companies can wring every last drop of value from their contact center processes.

Traditionally contact centers have used metrics like Average Hold Time (AHT), First Call Resolution (FCR), Abandon Rate, Occupancy, Adherence to manage the operation.

However, now they want to leverage additional data; what are the upsell opportunity, how much customers will pay; how many items each will buy in a lifetime; and what triggers will make people buy more.

Many contact centers now want to use additional data to answer more strategic questions, such as:  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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