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The We’re Listening Blog Series: Increasing Efficiency in the Technical Assistance Center

In this installment of the “We’re Listening” blog, Steve Young discusses how Cisco’s Technical Assistance Center (TAC) teams are using collaboration processes to solve customer problems faster. Steve is Director of the TAC’s Service Delivery Transformation efforts.

Steve Young, Director, TAC Service Delivery TransformationBy Guest Contributor Steve Young

In my last blog posting, I discussed what we’re doing to get you, TAC customers, to the right expert, right away, when you need support. This time I’d like to focus on what we’re doing to improve your experience once connected with that engineer. Read More »

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The We’re Listening Blog Series: Making It Easier to Do Business with Cisco by Simplifying Order Management

In this installment of the “We’re Listening” blog, Kathy Harrington, VP of Global Service Delivery, delves into actions taken by Cisco’s Order Management team to improve your order management experience.

Harrington Kathy

 

 
By Guest Contributor Kathy Harrington 

We constantly strive to achieve the best possible customer experience in every part of our business. As customers and partners, you’ve told us you want Cisco’s order management process to be less complicated, more efficient, and take less time. Your feedback is taken seriously and has resulted in several improvements to ensure placing a product or service order with Cisco is fast and simple. Read More »

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The We’re Listening Blog Series: Simplifying the Entitlement Experience through Streamlined Access Management

The “We’re Listening” blog continues to look at actions taking place across Cisco to improve your experience working with us. In this post, Jim Fuller, Senior Director of Technical Services focused on entitlement, joins us to talk about improvements to services accessibility.  

 
 
 
 
 
 
 
 
By Guest Contributor Jim Fuller
 
 

Imagine you’re in the back seat of a taxi—the driver is in complete control.  You have little to no control on speed or route, limited visibility, and no power.  Now, imagine you’re the driver—you control speed and course, have full visibility, and it’s your hands on the wheel—you are empowered.  That’s what I’m going to talk about—improvements we’re making to simplify customers and partners’ ability to take the driver’s seat.  Read More »

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The “We’re Listening” Blog Series: Improving the TAC Experience Through Intelligent Case Routing

 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. 

Steve Young, Director, TAC Service Delivery Transformation 

 

 

 

 

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 »

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The We’re Listening Blog Series: Your Cisco.com Experience

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.

Martin Hardee, Director, Web Strategy and Marketing 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 »

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