Articles
Six Contact Center Predictions for 2018
2017 has been a terrific year for Cisco’s contact center business. We’ve held number-one market share in North America for four straight quarters. And as Synergy reports, we had nearly 20 points higher share than our nearest competitor in the most recent quarter. But we never rest. We…
A New Groove: Cisco Contact Center Release 11.6
When I was a kid, I won a vinyl record album in a local contest. (For those of you too young to remember, record albums were how early humans listened to recorded music in the dark ages before streaming music. Or CDs. Or cassette tapes. Or 8-tracks.) I dashed to the neighborhood record store to coll…
Cisco a Leader in Gartner’s Magic Quadrant for Contact Center
We did it again! Gartner recently published its annual Magic Quadrant for Contact Center Infrastructure, Worldwide report. And for the fifth year in a row, Cisco is positioned highest in “Ability to Execute.” Gartner bases Ability to Execute on several criteria, including the breadth, qu…
Declutter For Your Customers
We’re moving. After twenty-five years in the same house, my wife and I will soon be living in a new place. Moving isn’t fun. It’s not just leaving the home where we raised our two boys, but getting rid of all our unneeded items. We’re not hoarders or packrats, but it’s…
Context is Everything in Customer Care
“Let’s eat grandma!” “Let’s eat, grandma!” Punctuation makes a difference, doesn’t it? So does context. If you’re a basketball fan with March Madness on your mind, “Drive the lane!” might make you think of something a coach yells to his pla…
Moustaches and the Customer Experience
Remember when moustaches were cool? For those who weren’t paying attention, it was back in the 1980s when Tom Selleck–sporting that signature facial hair–ruled the T.V. airwaves as private investigator Magnum, P.I. Most guys old enough to shave (or who thought they were) tried to p…