Customer Care

I would like to share some thoughts pulled together in discussions with developers, customer care system integrators and experts, along one of the many possible journeys to unleash all the power of Artificial Intelligence (AI) into a modern customer care architecture. First of all, let me emphasize…

Cisco has recently announced the End of Sales of Cisco Remote Expert Manager/Remote Expert Cobrowse. In this blog, we’ll take a look at Video Advisor from Eudata® — a third party solution which is a valid alternative to a typical Remote Expert Mobile on-premise case. Business overview Th…

I love the line for 1-800 Contacts, Delivering contact lenses to people who woke up and realized, “[CURSE WORDS], I’m down to my last pair!” since 1995. It demonstrates their customers’ urgency, with humor, for immediate help from the company. I forgot to pack my contacts several times throughout my…

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…

Many lead singers of classic rock bands can no longer hit the notes of their youth. Enter the cottage industry of sound-alikes. Lou Gramm of Foreigner has given way to Kelly Hanson. Jason Scheff replaced Peter Certera of Chicago. Perhaps the best example is Arnel Pineda, who replaced Steve Perry in…

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…

Workflow applications are ripe for disruption with the advent of artificial intelligence (AI). The magic of AI is tied to big data and the AI models. Customer care organizations that have access to rich datasets are prime candidates to ride the AI wave of change. Companies will always look for ways…

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…