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Contact Center: Experience Matters

September 20, 2013 at 6:46 am PST

Our latest episode is out!  This one is all about the Contact Center and we spent a lot more time showing examples of Social Media integration.  Everyone agrees that ‘the internets’ are a huge watering hole of opinions and valuable business data…but its overwhelming when trying to figure out just how you might leverage it.  Now you can integrate all that goodness with the maturity of business relevant call center and all the process that implies.

Jimmy Ray shares his personal experience volunteering to work in an actual (non-Cisco) call center all night long to gain better experience for how we developed this show.  Check out his blog for more details on this.

This show featured Packaged CCE (Contact Center Enterprise), Feature Rich Reporting, Finesse Agent, Social Miner and even a few field trips to see what Cisco is doing with their ‘Social Media Listening Center’ and a very cool mobile application we internally refer to as ‘Roadside Demo’ that will open your mind as to how mobile devices SHOULD be part of your Contact Center Strategy.

Enjoy! 

 

Robb

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Are Your Customers (and Prospects) Talking About You? (Part 2)

September 21, 2012 at 10:23 am PST

Yesterday, I shared information on how to get started with social media listening, what to listen for, and the types of information you can gain from listening. Now that you have an idea of what your customers and prospects are saying, what are you going to do with all of that information?

Well, that’s when the good stuff happens! The insights you’ll get from social listening will help you:

  • Build your social media marketing strategy – you’ll have more insights about your audience, who exactly is participating in social media, in which social channels the conversations are happening, how frequently and actively are they posting, and what they are talking about.
  • Have a dialogue with customers and prospects –  you want to do this carefully, thoughtfully, person-to-person, and with a customer-service mentality, but participating in social media conversations gives you the chance to thank fans, find prospects, help those with problems or questions, discover problem areas you might otherwise have missed, and build better relationships with your community.
  • Share what you learn with the rest of your organization – product feedback will be useful to your support and development teams, lead opportunities will get sales excited, your executives will want to hear about emerging trends and what kinds of business problems customers are looking for technology to solve, and marketing can see the traction that offers and marketing campaigns are getting.

As an example, here’s a situation where we were getting feedback via social listening from customers about challenges with firmware downloads. We responded to this disgruntled person (who clearly was appreciative of our efforts), but it also led us to put a temporary fix in place to make the experience easier while we worked on the longer-term solution.

Here at Cisco, we have a central Social Media Listening Center where we are continually tracking mentions of the company, key technology areas and events. It functions as a command center to route questions, issues or even potential leads to various teams across Cisco (many of whom are also doing their own ‘deep-live’ listening work for their specific area of expertise). We also can launch listening centers for special events, including our recent listening center in London for the 2012 Olympics.

We’re also eager to share some of our social listening highlights with you, our partners! Read More »

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Are Your Customers (and Prospects) Talking About You?

September 20, 2012 at 2:36 pm PST

I’m sure you know what your customers want – you talk to them all the time, right? But what do they say about you – or your products, employees, website – when you aren’t involved in the conversation?

Hopefully, what they say when they don’t know you are listening isn’t much different than what they’d say to your face. Well, the truth is, people are talking about you, whether you are listening or not. So if you COULD listen, wouldn’t you want to?

Forget the things you’d rather not hear – “What did she do to her hair? Does he really think that joke is funny?” – when it comes to your business, hearing more can only be a good thing.

Enter social media listening – a fancy phrase for reading relevant things that people post on social sites – and voila, your long-distance hearing just improved! And by hearing better, you can make significant improvements to how your business runs, deciding what to market and sell, focusing your resources, and strengthening your relationships with customers, prospects, and your entire business community.

How do I get started?
You can use sophisticated monitoring applications like Salesforce Radian6, Cymphony/Visible, and Cisco Social Miner, but you can also get started with free tools like Google Alerts, Technorati, TweetDeck or SocialMention. Before you invest in a paid application, it’s a good idea to play around with putting keywords into one of the free tools to get a sense of the type and volume of results you’ll get back.

What do I listen for?  Read More »

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Customer Collaboration takes the Big Stage at Cisco Live

Those of you who have been to Cisco Live know what an incredible, near-overwhelming experience it is.  Cisco Live is such a big event that there’s simply too much going on for any one person to take it all in.  Against such a busy backdrop it can be hard for a product family to stand out, and yet that’s exactly what Customer Collaboration accomplished at this year’s show.

Customer Collaboration enjoyed prime real estate in the main Cisco booth at the World of Solutions, where we showcased core customer care products like Cisco Unified Contact Center Enterprise and Express, along with innovative offerings such as Cisco Finesse (our Web 2.0 agent workspace), Cisco SocialMiner (delivering proactive, social media customer care), and Cisco MediaSense (our network-based recording platform)A common reaction Read More »

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The Customer Experience: The New Gold Rush (Part 2)

In Part 1, I explained that both sides of the customer experience equation—what I am led to expect, and what I perceive I received—are both heavily influenced by today’s hyperconnected world. Let me recap briefly before I explain how we can approach customer experience in this new world.

Today, I can easily compare products across the globe—and get any number of reviews on your products versus any others. Perhaps even more influential are the social media networks, where those I listen to most—my friends—can quickly influence me and make or break your product. Read More »

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