contact center

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…

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…

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…

The first song to use a “fade in” to hit #1 status was the Beatles’ “Eight Days a Week” in 1965. Like several early Beatles hits, the witty Ringo Starr suggested the song title before a word was written. Paul McCartney and John Lennon ran with the idea all the way to the top of the charts. Cisco and…

Talk to any customer care or CRM industry vendor today and you’ll probably hear how they are enhancing their offerings with bots. If you’re like many people, your first reaction may be negative. But communicating with a machine may not be as bad as you think. Bots are a trend in customer…

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…

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…

This post comes from Stacy Shrader, an intern with the collaboration marketing team and a rising senior at Virginia Tech with a dual degree in business management and public relations. What’s one thing that drives business? Revenue. That means a sales department is one of your most important busi…

Walk into a party early and suddenly realize that it’s only you and Bill Gates in the room. Congratulations – on average, you are a billionaire! This logical twist underscores how averages can be misleading indicators – how using averages can lead to some poor conclusions. However, Bill Gates and yo…