Call Center

December 13, 2017

COLLABORATION

7 Things to Know About AI and Contact Center

Artificial intelligence for customer center is a hot subject. One industry analyst recently shared that, starting a few months ago, more than 75% of the firm’s customer inquiries were to discuss just one topic: Using AI to improve contact centers. What are some key insights regarding contact center…

October 13, 2017

COLLABORATION

The Cisco Contact Center Power Chord

Contact Center Power Chord On Thursday, April 24th, 1964, the four young Beatles walked into North London’s Abbey Road studio for a recording session. When they left that evening, the music industry was forever changed. Why? The Chord. The most famous chord in rock ‘n roll history. The Beatles were…

August 30, 2017

COLLABORATION

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…

February 8, 2017

COLLABORATION

Contact Center: The Digital Goalkeeper

The Connected Digital Experience I’ve visited the United Kingdom any number of times and enjoy the culture, history, and the food. (Well, maybe not the food as much.) Recently I exposed my lack of verbal maturity in a large public forum there by using a sports metaphor to make a point about customer…

December 15, 2016

COLLABORATION

Get on the Same Page as Your Customer with Co-browsing

Do you have customers who come to your website, but are unable to find what they need? Do your contact center agents have to try to explain over the phone how to find something on the website? Or verbally walk customers through forms and processes? What if your agents could guide customers directly…

December 13, 2016

CLOUD

Let’s Have a Chat

‘How can I talk to my bank when I can’t call my bank?’ I don’t always want to pick up the phone & call my bank. I might want to still have a conversation but what if I can’t due to my circumstances? I’m in the quiet carriage of the train being a saint! I just know the call queue is going to be m…

September 17, 2015

COLLABORATION

Mr. Spock Meets The Contact Center

One of the most enduring characters introduced in 1960’ television vas the venerable “Mr. Spock” of Star Trek fame. Leonard Nimoy played Spock after having only modest acting success before being cast as the half-human, half-Vulcan in 1964. Among the many attributes Spock had, two relate to the mode…

June 23, 2015

COLLABORATION

Should I Use Cisco Spark in my Contact Center?

It has been more than a year since I started using Cisco Spark. And it has been a year of learning and changing how I work with my team…and I’m still learning. My focus and passion at Cisco is customer-care technology. I’m always thinking about how to apply new collaboration technologies to customer…

April 20, 2015

COLLABORATION

“Hold Me Closer, Tony Danza” Customer Experience and Cisco Context Service

Due to a middle school crush, I became a fan of Elton John during the most prolific point in his career, releasing a series of records I still enjoy today. Always looking to impress, I’d listen to the albums again and again looking to memorize the lyrics if the chance for a sing-along ever presented…