Contact centers have always been awash in data and data crunchers. But based on progress in data science, there is a renewed focus on analytics and how you can use it to differentiate your customer engagement strategy. When competitors offer similar
Not to long ago I was at the Cisco Executive Briefing Center (EBC) presenting to a customer with a co-worker of mine named Bob. It's not uncommon for us to...
When we launched Project Squared in November of 2014, one of the things that was really important to us was to listen to our customers, and to use the things we heard to adjust the experience. We established several “listening posts” – ways for us to
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...
The way we work – and where we work – has changed immensely in the past decade alone. That transformation will continue with the ongoing proliferation of communications devices. According to Gartner, an estimated 40% of the workforce will be mobile by
In my last post I talked about the impact that low-effort experiences can have...
In the 1989 movie Back to the Future II, Michael J. Fox’s character Marty McFly travels to the year 2015. He sees a future with hover boards, holograms, flat-screen TVs, and video calls. Not bad for predictions made over 25 years ago! But the movie
Video conferencing can provide business benefits no matter the industry. Retailers and financial institutions employ video to interact with customers. Medical professionals consult across distance. Manufacturers address production issues more quickly.
In 1982, the Australian group Men at Work reached the #1 spot on the Billboard music charts...
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