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“Hold Me Closer, Tony Danza” Customer Experience and Cisco Context Service

Due to a middle school crush, I became a fan of Elton John during the most prolific point in his career, releasing a series of records I still enjoy today.

Always looking to impress, I’d listen to the albums again and again looking to memorize the lyrics if the chance for a sing-along ever presented itself.  If a verse was hard to understand, I’d take my best shot, which occasionally produced comic results.

Little did I realize there’s a cottage industry of misheard song lyrics, with one of the most common being, “Hold me closer Tony Danza” from Elton’s song “Tiny Dancer”. Wow, talk about ruining the context of a song!

Context is an increasingly critical element of customer experience. The historical process of identifying and qualifying a customer during a real-time experience can backfire without context. Take my friend who called to report an outage on his cable service and was repeatedly upsold for an “enhanced” package during his queue time and agent interaction. We call this “doing the wrong thing right.”

Context provides the foundation for more personal, relevant and differentiated service – the battleground in the Experience Era.  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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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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Software Defined Contact Center

If you are a technology professional, then chances are that you are aware (maybe to the point of annoyance) that everything is getting defined in software these days. We have Software-Defined Networking (SDN), Software-Defined Data Center (SDDC), Software-Defined Storage (SDS), and the list goes on and on. Software defining anything has become such a powerful trend that we now have a generally accepted name and acronym for just that: “Software-Defined Anything” or SDx for short.

Despite the widespread nature of the trend, Software-Defined Contact Center (SDCC) is nowhere to be found amongst the Software-Defined goodness that floods our social media feeds on a daily basis. Software-Defined Contact Center is so absent from the online world that if you search Google for the term you get only articles that reference Software-Defined Data Center, seemly because 3 out of the 4 words are common to both. If you search for the #SDCC hash tag on Twitter you will find yourself at the official account of the San Diego Comic Con. This raises the question, why isn’t SDCC “a thing?” This question is particularly relevant since Cisco’s Intelligent Contact Management (ICM) has been allowing us to build Software-Defined Contact Centers since the late 1990s. Let’s take a look at how ICM delivers on the Software-Defined paradigm for Contact Centers. Read More »

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The World Cup, Piano Movers, and IVR

As I write this, it’s World Cup time, reminding me of an old saying that in football (or soccer, as we Americans call it) there are two types of players: piano players and piano movers. Piano players perform magic with the ball. They score most of the goals … and get the big endorsement deals. Piano movers, on the other hand, toil in relative anonymity. They don’t win many style points, but they get the job done.

In some ways, Interactive Voice Response (IVR) is a lot like being a piano mover. IVR is a mature, reliable, technology that’s often used to provide automated self-service to callers as a front-end to a contact center. IVR has minimal “wow” factor, and in fact it’s occasionally derided (typically due to bad application design). Yet more businesses are using it now than ever, because IVR is still one of the most cost effective ways to provide customer service.

People are often surprised when I tell them that Cisco is the world’s #1 IVR vendor–by a wide margin. Some of the world’s largest, most mission-critical IVR systems are built on Cisco. Moreover, Cisco was recently honored to receive a “Strong Positive” rating (the highest level) from Gartner in their annual IVR Marketscope report. In particular, Gartner noted Read More »

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