#contactcenter

July 17, 2019

LIFE AT CISCO

How NASA Taught Me to Shoot for the Stars – and Land at Cisco

After completing college, Elke wasn't sure where her career would take her - until a trip to NASA's Johnson Space Center in Houston, Texas left her inspired. Now that she's seen her career come full circle at Cisco - she couldn't be more proud of working for a company that, like NASA, dedicates itself to changing the world.

May 29, 2018

COLLABORATION

The Customer Journey Is the Destination

A customer’s experience with a brand should be a fulfilling journey that anticipates their needs. Cisco Customer Care Solutions has been on a journey of its own.

December 11, 2017

COLLABORATION

Cisco and BT Research the Digital Consumer

Cisco and BT recently surveyed 5,000 consumers across Europe, Asia-Pacific, and the Americas about their changing expectations for customer service. Review these eight trends against your current contact center capabilities.

October 13, 2017

COLLABORATION

The Cisco Contact Center Power Chord

We’ve been building our own power chord for customer care products -- include the right solutions, the right partners, and the right story. Our story is how the Connected Digital Experience benefits the digital journeys of customers worldwide.

May 18, 2017

COLLABORATION

It’s A Bot Time – and Money

Almost every innovation in contact center technology in the last 40 years was designed to attack the issue of time savings. The next wave of innovations is well underway. This time, it's an exciting new array of bots, AI, and machine learning. These are a critical set of enablers that deliver a true “next generation” customer experience.

February 8, 2017

COLLABORATION

Contact Center: The Digital Goalkeeper

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 your “digital backstop” and your agents as your “digital goalkeepers.”