One of the best parts of my job is talking with--and more importantly, listening to--leaders from companies and organizations who use Cisco’s contact center products to collaborate with their customers and grow their businesses. Over the course of these conversations, we’ve discussed ways in which companies can get the most out of their customer relationship management (CRM) solutions. Today I’d like to share a few of them with you, gleaned from a recent conversation with Doug Saunders of Republic Services Inc, the leading provider of solid waste collection, transfer, recycling, and disposal services.
1) Don’t underestimate the power of self-service: Interactive Voice Response (IVR) is a mature, proven technology for automatically handling routine caller requests that can free up valuable agent resources for calls that require more detailed/customized assistance. For example, Republic Services uses Cisco Unified Customer Voice Portal for automated order entry, saving approximately five minutes apiece for each of 100-200 daily service requests--the equivalent of one to two full-time agents.
2) Creating a unified experience is key: Companies can strengthen their brand by providing a consistent, unified customer service experience across multiple media channels including voice, video, web, chat, and e-mail-- regardless of whether the “call” goes into a national service center or a local branch. Cisco’s contact center solutions are built on the network, making this unification a natural consequence of our architecture.
Cisco’s success and continuing growth are predicated upon the success of our customers, so I’m always excited to hear how businesses and organizations are meeting and surpassing their goals with our contact center solutions. Two such Cisco customers include Liberty University, the largest private university in Virginia, and Republic Services Inc., the leading provider of solid waste collection, transfer, recycling, and disposal services.
As Liberty University continues to expand locations, it relies heavily on communication and collaboration technology to cater to its increasingly mobile faculty and staff. Liberty enlisted the help of Cisco Unified Contact Center Express to serve more of its students without incurring the additional expense of adding staff to handle student inquiries.
To accommodate its rapid growth, Republic Services sought solutions that would enable it to provide exceptional service and fill customer orders quickly without having to involve agents unnecessarily.
Nearly a year ago some of you began hearing about exciting developments in customer care at Cisco, as we began sharing our vision for Customer Collaboration, which empowers businesses to take a more personal, proactive approach to customer care. Since then we have delivered on the promise of Customer Collaboration, launching three ground-breaking new products last November--Cisco SocialMiner, Cisco MediaSense, and Cisco Finesse.
Zone Labs is using Cisco SocialMiner to track social media sites such as Facebook and Twitter, increase customer engagement across the social media landscape and increase revenue. In the video below, Zone Labs CEO Petter Etholm describes Zone’s new social media strategy with Cisco SocialMiner. Cisco and Zone will be hosting a multi-city TelePresence fireside chat with press and analysts tomorrow to talk further about the changing nature of customer service and the customer-led revolution in customer relations.