Call Center

Using the power of cloud analytics and AI to enhance your customer experiences You’re in a taxi on your way to the airport and your connecting flight back home has just been cancelled due to bad weather conditions in that city. Your airline app sends you a notification message, an email, a phone cal…

March 18-21, 2019 | Orlando, FL On March 19th, Cisco will launch an entirely new kind of intelligence that will forever change how we connect and collaborate with people. This history-making event will take place at Enterprise Connect 2019, the leading conference and exhibition for enterprise commun…

Five Factors Shaping the Contact Center and Customer Experience in the Next Five Years In the words of author and entrepreneur Seth Godin, “It’s easier to love a brand when the brand loves you back.” So how do you love your customer back? Companies that put their customers at the center of everythin…

When we announced the Cisco Headset 500 Series in March 2018, the most common question we heard was “why?” It’s a good question. Cisco IP phones have appeared on millions of desks over the years, but no one had seen a Cisco headset before, and it was surprising for many. The work environment has cha…

When I think of the contact centers I visited in the 1990s, I remember walking into an open area where the agents worked. I noticed all the brightly colored sticky notes that dotted their workspaces. At the time, I thought it looked like chaos. But, in reality, that is how contact centers managed in…

If you’re like me, when you’re mobile and want to interact with a brand – for any reason – you want to do so quickly. Even if you have an app for the brand you want to engage with, you prefer fewer steps to get in touch.  And many of us want these interactions to be messaging-based with the tools we…

As a parent with two sons active in athletics, I spend a lot of time attending sporting events. I am fascinated with how coaches evaluate the performance of their players to help them improve. At the professional level, coaches use historic data to win. One example is the way a baseball manager posi…

Rumor has it there’s more to life than #teamcollaboration. Actually, I can confirm the rumor with just a few words: chocolate, puppies, and motorcycles. You’re welcome to fill in the blanks with your own evidence. But, I digress. Teamwork is absolutely important, but even if you come up with the bes…

Guest blog by: Paul Bibby Solutions Engineer ResponseTap     Enabling conversations that get to the point of sale faster Imagine if you could connect a caller’s online website journey to their phone call. As soon as a contact center agent answers the call, they’re presented with valu…