Articles
Customer Care for Teams: Announcing Cisco Spark Care
Small customer-care teams often have limited budgets and minimal IT support. Existing customer care solutions are typically too expensive and complex for their needs. Lacking IT’s attention and support, smaller teams often create their own “shadow” solutions by buying online. But many di…
5 Predictions for Customer Care in 2017
We’re all bombarded with opinions and predictions from so-called experts. But who do you trust? I believe it’s important to have a strong track record if you want people to take you seriously. Last year, I made five predictions about the Customer Care industry for 2016. You can read abou…
Customer Care and the Connected Digital Experience
Today I’m pleased to announce general availability of Cisco’s next-generation software for contact centers operating in the age of digitization. This release establishes a platform offering a Connected Digital Experience. As a result, companies can deliver contextual, continuous, and cap…
Strength in Transitions for Customer Care
Last week’s Enterprise Connect event was an eye-opening experience from many perspectives. A tour of the exhibit area seemed like a real-time stroll through the history of contact center technology. Several traditional contact-center providers were present, but some former industry powerhouses were…
5 Predictions for Customer Care in 2016, and Beyond
Who likes Tomorrowland? Some people go to the futuristic part of Disney’s theme parks for the rides. The rides are certainly fun, but I go because it makes me think of the future. Perhaps that’s why people post so many predictions blogs every December: We like to dream about possibilitie…
A Broad Partner Ecosystem is Pivotal To Delivering the Total Customer Experience
Many highly successful companies have a common characteristic- their customer care strategy is supportive of, and in alignment with, their corporate brand strategy, often driving to provide a consistent customer care experience, irrespective of the channel used for customer engagement. Customers’ ex…