Context is Everything in Customer Care
“Let’s eat grandma!” “Let’s eat, grandma!” Punctuation makes a difference, doesn’t it? So does context. If you’re a basketball fan with March Madness on your mind, “Drive the lane!” might
Collaboration
How Telecommuting Simplifies My Workday
For many of us, the process of getting to and from work can create frustration that resonates all day long. Do the following daily obstacles sound familiar to you? 6:15 a.m.: Wake up, feed dog, make coffee, shower, make up, style hair, dress for the
Continuous Delivery – realizing fast IT
For those following trends in the software industry, Continuous Delivery (CD) has been all the rage. What is it? Simply put – continuous delivery is the ability of a SaaS application to push new software into production multiple times per day.
Spark a Revolution
Today’s companies must evolve or face extinction. If they stand still, they’ll die. Pretty dramatic, I know, but that’s the reality. Forty percent of Fortune 500 companies will no longer be around in 10 years[1]. Companies in every industry know they
We’re Happy to Oblige
My biggest take-away from today’s set of announcements? Customers just cannot get enough of Cisco video collaboration products. Our new Cisco TelePresence MX800 Dual, for example, was not a planned product. But after experiencing the vast, single
Championing the Case for Contact Center Analytics!
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
Project Squared: You Asked, We Listened
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
The Steely Dan Contact Center: When “Do It Again” Isn’t a Hit
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...
