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 […]
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.
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. […]
A New Groove: Cisco Contact Center Release 11.6
In developing Contact Center Release 11.6, our team worked closely with partners and a record number of field trial customers. They followed four key principles: flexibility, usability, simplicity, and great experience.
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.
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.”
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.
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.