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Mr. Spock Meets The Contact Center

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.

Spock Logic 

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 »

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Dear Contact Center Marketing Director

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 »

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Small Business – Make it Big with Positive Customer Experience

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

Figure 1 – Connecting the customer journey

The “Total Customer Experience” for a particular customer becomes Read More »

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Contact Center Technology Answers for Mobile Customer Care

Has your company adapted the contact center environment for mobile customers? What are you waiting for? Fast IT is the new sheriff in town and mobility should be right at the top of corporate IT roadmaps. Agile methodologies are quickly becoming standard practice utilized across all facets of organizations to adapt and survive the fast changing technology landscape. According to a reputable industry source (Gartner, June 2014) mobile devices have long surpassed traditional desktop and laptop computer sales. Smartphone and tablets are no longer a niche industry.  Adapting your contact center to respond quickly to the mobile customer will require a new way of doing business and adding new tricks to your customer care magic act to maintain success.  Read More »

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Should you think about moving your Contact Center to the Cloud?

In the world of Fast IT, the “Cloud” is a hot topic and standard conversation in roadmap meetings across all IT domains. Unless you have been away on a spiritual retreat with monks in a cave for the past year, it has been a subject that you could not have avoided. “When will it be available”? “How fast can our system be migrated”? “What are the features and functionality the cloud contact center offers”?

These are often the questions that are asked at the executive level. All of them are great questions and should be researched and addressed by your IT Experts. Contact Center IT teams looking to get a head start will need to get a big picture view of the fast changing technology landscape from their vendors and independent research. With the above questions in mind I’ll attempt to provide some answers and food for thought. Read More »

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