In this month’s installment of the “We’re Listening” blog series, Steve Young discusses customer feedback to the Technical Assistance Center (TAC), and what his team is doing to address your main concerns with TAC support. Steve is Director of the TAC’s Service Delivery Transformation efforts. 

By Guest Contributor Steve Young

You’ve shared a lot about your experience with the Technical Assistance Center (TAC) – the many positive experiences as well as areas for improvement. We continuously review these multiple sources of customer listening data to ensure we are addressing your biggest concerns with your support experience. 

One of your main concerns is not getting to the right expert right away.  When you have an issue, you don’t want to be bounced around the TAC. Read More »

Tags: TAC, Technical Assistance Center, we-are-listening

In the “We’re Listening” blog series, we continue to look at the transformative measures taking place across Cisco to improve your experience working with us. In this installment, Martin Hardee joins us to talk about recent changes to Cisco.com and our mobile web, and how his team uses your feedback to zero in on the right areas for improvement. Martin is Director of Web Marketing and Strategy, focused on Cisco’s efforts to improve the overall Cisco.com experience.

 By Guest Contributor Martin Hardee

It’s a familiar frustration: you come across a website link that goes nowhere, or you go to download an image and have enough time to make coffee AND drink multiple cups. These days, you can’t afford to wait. It’s about getting what you need quickly and easily. Read More »

Tags: cisco.com, we-are-listening

In our first installment of the “We’re Listening” blog series, Brian Jeffries details Cisco’s aggressive changes to our overall process for software licensing. Brian is Vice President of Sales Operations, and leads a Cisco-wide initiative focused on simplifying our customers’ software licensing experience.

   By  Guest Contributor Brian Jeffries

We’ve heard you- our customers and partners- loud and clear on software licensing: you want a better Cisco software experience, from the time you request a quote to the time you activate your software. I’m happy to tell you that a better experience is coming, and you will start to see many improvements within the next few months. Read More »

Tags: software licensing, we-are-listening

Welcome to the new “We’re Listening” blog series! The goal of this blog series is to create a useful forum for you to learn about the ways Cisco is improving the experience for our customers and partners. And to this end, I hope you’ll take the opportunity to tell us how we’re doing.

Like all companies, Cisco isn’t perfect. As Vice President of the Customer Assurance team at Cisco, I know this all too well. My team has responsibility for resolving the most critical customer issues across all functions and geographies, and we also own customer listening around Cisco services and support. Combine that with our responsibility for running Cisco’s call centers, and you’ve got a team with a close ear to your feedback—the good and the bad.  What we’ve heard from you is that there are some significant issues we need to fix.

Read More »

Tags: we-are-listening