#contactcenter

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.

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.”

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,...