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The Customer Journey: A Look at Cisco’s Revolutionary Contact Center (Part 1)

By Scott Petersen
|
February 27, 2015
Digital Workspace

Contact centers are now increasingly becoming more complex and complicated. With various avenues and roadways to communicate, we must adapt and conform to meet customer expectations.  Multichannel is so two years ago; now it’s omnichannel, which is essentially multichannel, but with one point of aggregation and a system framework.

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Social Media and the Changing Contact Center

By Eric Ludwig
|
January 16, 2015
Digital Workspace

Gone are the days when a customer calls a company or writes to complain.  They still write, but no longer to the CEO or some other board member of the organization.  They write to social media. Customers still have complaints, like they always have. But their methods and how companies communicate back have changed significantly. …

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Customer Engagement Center – Providing the Omni-Channel Experience

By Ranjani Krishnamurthy
|
September 13, 2014
Digital Workspace

Yes, just over a decade or so ago, providing world-class customer service meant running a world-class call center.  Then the evolution began.  Voice was no longer the only accessible channel for your customer.  It became email, then chat and then messaging.  As these new channels of communication came about, CALL CENTERS became CONTACT CENTERS.

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