Cisco’s contact center business is growing more than twice as quickly as the market, and we are driving aggressively to become the #1 vendor worldwide. As I talk to customers, press, analysts, consultants, and partners, I continue to see momentum on our side. Market trends, changes in the competitive landscape, and customer desires are all responsible for this momentum. Of course, I think that we are creating some of this momentum for ourselves as well. Let me share some insights.
Contact center has become mainstream within Cisco, a real change from the niche market view of customer care that the company had in the past. The talented Cisco sales force has embraced our industry-shaping innovations in Customer Collaboration, which combines traditional contact center technology and processes with key innovations in social media, Web 2.0 agent workspaces, video, and network-based recording and analytics to empower businesses to forge deeper, proactive relationships with their customers. Customer collaboration empowers our own customers to succeed, and there is clear focus on this market, starting with key Cisco sales executives, who exhorted the Cisco sales team at the global sales kickoff in August that, “The time is now for Cisco to stand up and claim leadership in Contact Center.” Needless to say, hearing that from one of the top sales leaders in the company put an extra spring in my step.
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Tags: Cisco, contact center, Customer Care, customer collaboration
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.
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Tags: Cisco, collaboration, contact center, crm, Customer Care
The ability for a business to effectively communicate with their customers in a manner that is supportive of HOW the customer communicates is changing rapidly these days. Many people are happy communicating via phone while others have made a full on switch to social media platforms – areas that may allow them to express themselves more fully to an audience that they have defined. Many of us…may just like to hear ourselves talk.
The challenge for a business today is how to listen. If I complain or want to rant about a negative experience with your company, should I expect a response?
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Tags: Call Center, collaboration, Customer Care, TechWiseTV
Jess Wells, our long time Community Manager and expert content provider has decided it’s time for her career to take her in new directions. She’s done such an amazing job here and we thank her for all her hard work. Read More »
Tags: business advice, Customer Care, customer service, entrepreneurs, innovators forum, leadership, marketing, new business, security, small business, video