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
In Industry shake-up times like these, you may worry about your contact center solution – and the impact on your customers: Will my solution still have support? Will my maintenance costs rise? What about new capabilities and innovation? If you're
Customer interaction is getting personal. The new era points to a concierge customer-service experience via video, allowing much more intimate and rich conversations. Contact centers have an enduring business requirement to capture and analyze
Cisco Remote Expert Mobile and Co-browse provides a quick mechanism to set up web-sharing session with call center agents. In recent reports, Aberdeen lists the following as benefits of co-browsing: Customer-satisfaction ratings of 78% with
We're all bombarded predictions from so-called experts. But who do you trust? I believe it's important to have a strong track record. Our predictions for 2016 were on point and there’s more on the horizon. My team and I put together five predictions
Cisco's next-generation software for contact centers is now available. Connected Digital Experience allows you to deliver contextual, continuous, and capability-rich journeys for your customers.
Regardless of where you are in adopting collaboration technologies, we’re focused on delivering what works best for your needs. Cisco Collaboration Systems Release 11.5 is evidence of that constant evolution. It delivers many new and improved features
Gartner recently published its annual Magic Quadrant for Contact Center Infrastructure, Worldwide report. And for the fifth year, Cisco is positioned highest in "Ability to Execute." Gartner bases Ability to Execute on several criteria, including the
Fun at work? For me, it’s making stuff customers need. I admit that I have long been a skeptic of the “Fun at Work” movement. It’s not that I don’t like to have fun at work, but “the movement” seemed so shamelessly upbeat and forced. This fun was not
