Articles
The Cisco Contact Center Power Chord
1 min read
We’ve been building our own power chord for customer care products -- include the right solutions, the right partners, and the right story. Our story is how the Connected Digital Experience benefits the digital journeys of customers worldwide.
It’s A Bot Time – and Money
1 min read
Almost every innovation in contact center technology in the last 40 years was designed to attack the issue of time savings. The next wave of innovations is well underway. This time, it's an exciting new array of bots, AI, and machine learning. These are a critical set of enablers that deliver a true “next generation” customer experience.
Contact Center: The Digital Goalkeeper
2 min read
While watching soccer in the United Kingdom (or as the rest of the world calls it, football), I metaphorically started to think of how the modern contact center has become what I refer to as the “digital goalkeeper.” Think of your contact center as your “digital backstop” and your agents as your “digital goalkeepers.”
“I’ll Know it When I Feel It” – A Connected Digital Experience
1 min read
Feelings are critical to how consumers evaluate the companies they interact with. They are looking more to be “connected” with, to, and through their suppliers. And when they do connect, it is increasingly via a digital asset. Consumers are looking for an experience that drives a positive emotion for them. Companies like Cisco provide solutions that ultimately help generate those feelings for consumers and businesses worldwide.
G.U.N.T.H.E.R Care for Customer Care, Beyond Robotic
1 min read
Some of the most iconic characters in movies and television haven’t even been human. For example, most people don’t realize the name of the robot on Lost in...
Play It Backwards: Jimi Hendrix and Customer Experience Part III
1 min read
A mentor of mine once told me, “if you have trouble solving a problem, try innovating from the opposite direction.”...
Make Some New Friends: Jimi Hendrix and Customer Experience Part 2
1 min read
Do the names Linda Keith and Chas Chandler ring a bell? Well, without their influence, we may have never heard of Jim Hendrix. In May 1966,...
Are You (Customer) Experienced? Jimi Hendrix and CX
1 min read
Like most “overnight” sensations, Jimi Hendrix was not an immediate success. He burst onto the American music scene at the Monterey Pop Festival in June 1967, after a fascinating series...
Mr. Spock Meets The Contact Center
2 min read
One of the most enduring characters introduced in 1960’ television vas the venerable “Mr. Spock” of Star Trek fame. Leonard Nimoy played Spock after having only...
The Best Service Humanly Possible
1 min read
Sitting in traffic the other day, I tuned off my Peter Frampton Spotify channel and started to listen to New York area local AM radio. The president of a mortgage...
Can Your Customers Name Your Brand in Three Notes?
1 min read
Drummer Bernard Purdie has played on over four thousand recordings in his fifty-year career. The self-proclaimed “Hitmaker”, he has recorded with Steely Dan, B.B. King, Hall and Oates, Miles Davis,...
“Hold Me Closer, Tony Danza” Customer Experience and Cisco Context Service
2 min read
Due to a middle school crush, I became a fan of Elton John during the most prolific point in his career, releasing a series of records I still...
The Steely Dan Contact Center: When “Do It Again” Isn’t a Hit
2 min read
In 1973, the group Steely Dan burst onto the music scene with two hits from their first album “Can’t Buy A Thrill.” Setting the standard for obscure lyrical...
“Who Can it Be Now?” is No Longer a Legitimate Question in the Call Center
1 min read
In 1982, the Australian group Men at Work reached the #1 spot on the Billboard music charts...
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