customer journey
Why you need guardrails for your contact center
Formula one driving has a few things in common with a call center. Leading racers have stated “to go fast, you first have to go smooth”. There are important elements to racing that apply to running a contact center. Looking ahead, understanding the changes in the road, maintaining focus, staying a…
Camp Webex: Training our New CS Team Members to Help Customers Achieve More Than They Thought was Possible with Webex
Customer Success Blog Series The Customer Success Blog Series highlights Customer Success Managers (CSM) and their Customers where we spotlight a Customer Success Story. Learn how Cisco’s collaboration technology is making positive organizational impacts, solving real-live business challenges and ca…
A Day in the Life of a Cisco CSM
Customer Success Blog Series The Customer Success Blog Series highlights Customer Success Managers (CSM) and their Customers where we spotlight a Customer Success Story. Learn how Cisco’s collaboration technology is making positive organizational impacts, solving real-live business challenges and ca…
The Artificial Intelligence Journey in Contact Centers
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…
Don’t Let Your Contact Center Fall Into the Complexity Trap
Vaunted NASA engineer Gene Krantz, who directed the Apollo and Gemini space missions, was credited with coining the phrase “failure is not an option” in regards to solving the challenge of getting the Apollo 13 astronauts back to Earth safely. Is the same true for contact centers?…
Accelerate GTM Transformation Using the Jobs to be Done Framework
Service providers (SPs) are in mid-transformation. No news there! SPs are: Adopting digital methodologies to iterate the commercialization process and speed time-to-market. Expanding their offer portfolios, moving up the stack to include complementary value-added managed services. Shifting to clou…
Cisco is Identified as a Leader in Aragon’s Globe for Intelligent Contact Center
A few weeks ago at Cisco Live, I had the pleasure of spending time with many of our customers, partners, and colleagues sharing our contact center portfolio vision and product innovation strategies. The feedback has been extremely positive with excitement and anticipation as our portfolio continues…
Introducing Plug and Play Business Application Connectors for Webex Contact Center
The contact center is one of the most interconnected applications in the enterprise, with dozens of integrations to multiple systems. A survey by the Aberdeen Group indicates that 60% of contact centers are using 7 or more systems to interact with customers. When these applications aren’t integrated…
Bringing Reality to the Cognitive Contact Center
Artificial Intelligence, Cloud Analytics, and Collaboration Create Cognitive Experiences in the Contact Center Every interaction between your contact center agents and your customers is a reflection of your brand – positive, negative, or neutral. According to a study by PwC, in the U.S. one bad expe…