Articles
Join Our On-Demand Webinar: Best Practices for Moving your Contact Center to the Cloud
2 min read
Powerful and practical steps to cloud contact center
Why you need guardrails for your contact center
3 min read
Does AI improve customer experiences in real-time? Why or Why Not?
Don’t Let Your Contact Center Fall Into the Complexity Trap
2 min read
Removing complexity from customer experience
Changing Your Contact Center? It All Starts With Your Agents’ “Step by Step”
3 min read
Your contact center agents’ journey plays a critical role in customer experience Often what should be obvious is not all that obvious If we had to think through every possible...
If We Could Save Time In a Bottle, Would We? Time Distortion and the Contact Center
2 min read
Time distortion is a common inflection point for positive or negative customer interactions. This is very true when managing a contact center.
Going Nowhere Fast?
2 min read
Too much information can turn out to be not enough if the customer doesn’t receive the benefits and your value proposition is not enhanced by the interaction. To take action, put on your customer hat and walk a mile in their shoes – you’d be surprised that what is important may be different – and less complex – than you think.
The Customer Journey Is the Destination
2 min read
A customer’s experience with a brand should be a fulfilling journey that anticipates their needs. Cisco Customer Care Solutions has been on a journey of its own.
7 Things to Know About AI and Contact Center
3 min read
Seven things to know AI and contact center that could result in lower costs and better service for customers globally.
Cisco and BT Research the Digital Consumer
3 min read
Cisco and BT recently surveyed 5,000 consumers across Europe, Asia-Pacific, and the Americas about their changing expectations for customer service. Review these eight trends against your current contact center capabilities.
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