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Flexible Agent Desktop – New Podcast

New Web Based Agent Desktops

Fresh excerpt on our podcast feed pulled from our popular episode ‘Bringing Collaboration to the Contact Center’

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Best of TechWiseTV 2010 – Vote Now!

Ok, now is the time to get your votes in…three top notch shows have been elevated as nominee’s for our ‘Best of 2010′ on TechWiseTV.  What is your favorite? Leave your preference in the comments.

You can watch them instantly in their entirety if you are one of the few that missed any – I have included one preview here, the rest are after the jump along with a few personal observations.

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TechWiseTV and Application Velocity

Welcome to the shownotes for TechWiseTV 78: Borderless Networks: Optimizing Application Velocity.  Have you seen the show yet?  It is live starting 10 AM PST November 11. All the talk about ‘cloud’ and ‘virtual this and that…’ from your servers to your desktops…its the renaissance we have all been told about before it seems. What is the most important ‘make or break’ reality ALL of us have to live with? Three Areas: (1) User Experience, (2) Resource Utilization, (3) Application Reliability.

Here is a cheesy preview:

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New Borderless Technologies

Hardev Singh and the new Sup6E

Welcome to the technology grab-bag…we have a little somethin’ somethin’ for everyone I think – bottom line – the hits keep coming!  Tons of huge stuff from our Borderless Team that we have the privilege of breaking down for you…but you gotta watch the show.  In a nutshell:  Catalyst 4500, New SUPS, Old SUPS with new Skills….plus the 800 series ISRs, Fire and Forget security now available on your iPhone with AnyConnect, AND UCS Express….(Cisco data center mojo now available in snack size…)

So how do we cover so much in a single show?

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Collaboration in the Contact Center

New Tools for Customer Collaboration

How great is it that we now have the ability to broadcast our gripes to anyone that will listen and if we have enough creativity, we can even re-brand ourselves to great acclaim.  But how challenging is this for a business who may be making attempts to not only broadcast a message in these new ‘social media’ channels…but is also realizing that these are great listening posts as well?  There are lots of free tools for doing this but they are next to impossible to integrate into the customer service framework that has been built and perfected over the years.

The combination of challenges and opportunities available to us these days are not limited to social media. The root issue here is that our modes of communication, the channels if you will are shifting – some of these are really taking root (video for instance) and others are either maturing (audio) or on the brink of acceptance (twitter/facebook).

Today’s show is about the tools you can employ to respond to this reality today AND set yourself up for success no matter which way these things may shift.

Tina Shakour, our TechWiseTV Collaboration Expert assembled a great set of topics and hands-on examples for us to dive into for this, Episode 76 – ‘Collaboration in the Contact Center

Tina knows where to go for answers and she started at the top.

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