Customer Care

November 10, 2017


Crowdsourcing Your Contact Center Agents. Is It Coming?

The Cisco Finesse agent desktop is designed to provide a great experience for customer support agents, and provides a flexible and open interface.

May 18, 2017


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.

December 22, 2016


Recording the Changing Face of Customer Journeys

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 customer interactions for quality, training, satisfaction rates, and such. Businesses need a way to capture video interactions and derive value from deeper analytics.

December 15, 2016


Get on the Same Page as Your Customer with Co-browsing

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 co-browsing compared to 47% for web self-service. Four-times more positive customer mentions within social media channels.

December 13, 2016


5 Predictions for Customer Care in 2017

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 for Customer Care in 2017.

September 20, 2016


Customer Care and the Connected Digital Experience

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.

June 16, 2016


Having Fun with Customer Care: Join Us at CLUS

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 natural for me. I was vigorously […]

May 4, 2016


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...

April 11, 2016


Rethinking Customer Care for a Spark(ly) World

Anyone remember The Jetsons or Jetson’s reruns?  I loved Rosie, the Jetson’s robot assistant.  I dreamed of having Rosie clean my room and bring me snacks.    While I don’t have Rosie yet as my personal assistant, it is clear that electronic robots (“bots”) are playing a bigger role in how we collaborate, work and play.  […]