customer service

December 6, 2017

PERSPECTIVES

We’re Listening Blog: Road Trip to a Better Customer Experience

What’s more important, the destination or the journey? If you have time and energy for meandering, then by all means throw out the map and take the road less traveled. But, if you’re a customer seeking help, arriving at an end point quickly and easily is your ultimate goal. While no journey is ever completely […]

November 10, 2017

COLLABORATION

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.

September 20, 2017

CUSTOMER EXPERIENCE

Cisco Services Breaks the Record…Again!

Cisco Services celebrates its 11th consecutive year of earning the J.D. Power Certification in Technical Services and Support, an accomplishment no other company, in any industry, has ever achieved.

September 20, 2017

PERSPECTIVES

Cisco Services Surveys: From Good to Great

As consumers, we’ve all likely experienced frustrating attempts from businesses to capture our feedback. Receiving surveys that are too long, unrelated to the transaction, or sent to us again and again is a big turn off. These are not effective surveys and not only do they annoy us, but they likely deliver poor quality insights. […]

March 28, 2017

COLLABORATION

Customer Care for Teams: Announcing Cisco Spark Care

Cisco Spark care is a digital customer care solution for help desks and small teams of up to about 20 users. Groups like these can use Cisco Spark care to support external or internal customers via web chat and callback.

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.”

December 22, 2016

COLLABORATION

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

COLLABORATION

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.