I have been working with contact center and communications software for over 20 years and still enjoy working with customers to provide better customer care. I joined Cisco’s Customer Care group (CCBU) in 2008 and have held various product management positions including the responsibility for transitioning a Cisco acquisition to the bundled reporting product, Cisco Unified Intelligence Center, for both Contact Center Enterprise and Contact Center Express. Prior to joining Cisco, I was fortunate to work at several early-stage companies where I could try out Product Management, Sales and Software Development jobs, including work on one of the first network ACDs.
Carmen lives in the suburbs of Boston with her husband and two sons and spends a lot of weekend time at youth sports events.
Informal customer care will continue to supplement formal customer care. Everyone in your organization should be able to provide customer support. Expect new ways of blending informal and formal customer