#contactcenter

August 10, 2016

COLLABORATION

“I’ll Know it When I Feel It” – A Connected Digital Experience

Feelings are critical to how consumers evaluate the companies they interact with. They are looking more to be “connected” with, to, and through their suppliers. And when they do connect, it is increasingly via a digital asset. Consumers are looking for an experience that drives a positive emotion for them. Companies like Cisco provide solutions that ultimately help generate those feelings for consumers and businesses worldwide.

May 4, 2016

COLLABORATION

G.U.N.T.H.E.R Care for Customer Care, Beyond Robotic

Some of the most iconic characters in movies and television haven’t even been human. For example, most people don’t realize the name of the robot on Lost in...

February 18, 2016

COLLABORATION

Play It Backwards: Jimi Hendrix and Customer Experience Part III

A mentor of mine once told me, “if you have trouble solving a problem, try innovating from the opposite direction.”...

December 17, 2015

COLLABORATION

Make Some New Friends: Jimi Hendrix and Customer Experience Part 2

Do the names Linda Keith and Chas Chandler ring a bell? Well, without their influence, we may have never heard of Jim Hendrix. In May 1966,...

October 22, 2015

COLLABORATION

Are You (Customer) Experienced? Jimi Hendrix and CX

Like most “overnight” sensations, Jimi Hendrix was not an immediate success. He burst onto the American music scene at the Monterey Pop Festival in June 1967, after a fascinating series...

September 17, 2015

COLLABORATION

Mr. Spock Meets The Contact Center

One of the most enduring characters introduced in 1960’ television vas the venerable “Mr. Spock” of Star Trek fame. Leonard Nimoy played Spock after having only...

August 6, 2015

COLLABORATION

The Best Service Humanly Possible

Sitting in traffic the other day, I tuned off my Peter Frampton Spotify channel and started to listen to New York area local AM radio. The president of a mortgage...

June 23, 2015

COLLABORATION

Should I Use Cisco Spark in my Contact Center?

It has been more than a year since I started using Cisco Spark. And it has been a year of learning and changing how I work with my...

June 16, 2015

COLLABORATION

Can Your Customers Name Your Brand in Three Notes?

Drummer Bernard Purdie has played on over four thousand recordings in his fifty-year career. The self-proclaimed “Hitmaker”, he has recorded with Steely Dan, B.B. King, Hall and Oates, Miles Davis,...