Explore Cisco TAC
Just another Call Center?
Initially, I was not too excited about doing a show on TAC, Cisco’s Technical Assistance Center. This topic has been requested in various forms throughout the years and for whatever reason, we just never took the time to do it right. Until now.
Cool thing about TAC as a subject for us? It is TECH Reality. This really can’t be a marketing show as they deal with deployments. As much as I could now make an argument for why they should be a part of any pre-sale process – I get it. They truly live at that golden moment…when someone has a problem and they are either going to become a customer for life…or be lost forever.
‘Service after the sale’ is something we all enjoy complaining about. While often the last thing we consider when making a purchase…it’s the FIRST thing we call out when it fails us.
Sure TAC does a great job, they have also developed some great models for managing high volume, high complexity change…a worthy goal for any customer service environment. I honestly did not realize just how much they do until we really dug into our research for this.
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