contact center

April 20, 2015

COLLABORATION

“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...

April 7, 2015

COLLABORATION

Enterprise Connect 2015 – it’s about communication, not technology

2 min read

Let’s step into the “way back machine.” It’s 1985, and my friends and I are waiting in a long line to purchase U2 concert tickets. We are beyond excited; they are coming to the Worcester Centrum and we are determined to score tickets for this momentous event! It’s a very, very long line at the […]

April 1, 2015

COLLABORATION

Track the Customer Journey with Cisco Context Service

2 min read

I was on a weeklong business trip to London last month, and as I made my way to purchase a ticket for Heathrow Express train, I realized that I had left my corporate credit card at home. It was close to midnight in London, and Heathrow Express was the perfect option because I was going […]

March 25, 2015

COLLABORATION

Context is Everything in Customer Care

2 min read

“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 make you think of something a coach yells to his players. On the other hand, if you’re teaching your teenage son to drive, it means […]

March 17, 2015

COLLABORATION

Context Matters: Announcing Context Service for Better Customer Care

2 min read

“Hello, Mr. Famous, and thanks for calling 1-800-WeCanHelp! I see you bought three items from us last week, and you IM’d with our agent Chet yesterday when you had some...

March 9, 2015

COLLABORATION

Championing the Case for Contact Center Analytics!

2 min read

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 products and use comparable technologies, your customer service strategy can offer meaningful advantage to […]

February 9, 2015

COLLABORATION

Back to the Future in 2015: Marty McFly’s Contact Center

2 min read

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 didn’t give us a glimpse of what a contact center […]

January 27, 2015

COLLABORATION

“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...