coc-collaboration

Dear Contact Center Marketing Director, I’ve been thinking a long time about this and I wanted to write and mention a few annoying things about your contact center. I also have some great suggestions for you on how you can improve your customer service. I’m not saying I have all the answers but as a…

Whatever new technology comes out, it seems that the number of emails we get every day only continues to rise. Well, not everywhere. On my last birthday, I received wishes from 65 sources: 58 from friends through Facebook and the remaining 7 from the financial institutions that I deal with (all auto…

After too long, business is becoming more immediate and visual. Think of it this way – a couple of thousand years ago business was often done in a market place or trading post, face to face in person. Technology meant supply lines and trade was able to extend geographically so business had to be con…

The Internet of Everything (IOE) is a hot topic in the technology world. It has become a common theme that is getting press everywhere as CIOs look to move their respective companies into the future and stay ahead of the competition. Presently technology allows you to connect everything from your re…

“Collaboration” usually means “people working together productively by sharing voice, video, and data”. Inside Cisco, the standard idea of Collaboration includes a lot of IT Technology, like: all voice-based Unified Communication (that is, all IP Telephony from hardware and software phones, and all…

The contact center is the front line for handling customer inquiries. Corporations large and small understand that it’s important to respond to inquiries quickly and effectively. A lot of money is budgeted for customer care departments to meet this growing need and respond via one or more customer c…

We use a lot of video at Cisco. A recent tally shows that Cisco totals over 24,000 video calls every day, which raises a pretty big question: why do we use so much video at Cisco? //…

How can a global company make the most of its talent all over the world? How can teams of people collaborate productively no matter where they live and work? While email helps and phone calls help even more, video is critical. Cisco IT supports our global teams with a successful integrated suite of…

I have to envy my colleagues in the Cisco IT ACE program: they get to play with the latest toys.  For several months now they’ve been playing with the newest Cisco releases of video phones while the rest of us looked on. Just recently though, they’ve started showing up on Cisco desks – lots of desks…