Recently, Cisco partnered with Gartner Research to create a set of deep insights on five subject areas that contact center practitioners and customer experience experts can leverage to guide their planning for the year ahead.
The resulting publication, Accelerating the Next Generation Contact Center, features five thought-provoking articles on matters critical to contact center decision makers. Each section has been carefully authored by Cisco leaders who are subject matter experts, to help guide those looking to understand what the key subjects are for consideration as the contact center has joined digital channels as the primary place of commerce and service in 2020 and beyond.
The articles are followed by a complimentary copy of the 2020 Gartner Hype Cycle for Customer Service and Support Technologies report, which per our understanding tracks key technologies along their adoption cycle.
Let’s take a look at the all-star Cisco lineup of contact center experts:
In his article, Leaning In: The Future of Contact Center, Omar provides a broad landscape vision for our contact center business, highlighting four key areas of investment. He also describes how our solutions will “flatten the resource curve” in the contact center. The ultimate goal? Better customer experiences.
Geish helps the reader navigate some of the important trends in AI and where they stand in the hype cycle. The reader will come away with insights on what to expect in the years ahead with this mega trend.
Vinod steps the reader through the reality of Hype vs. Hope: Customer Experience. His deep background in Voice of Customer solutions has manifested itself at Cisco in our Webex Experience Management capability. The reader will learn about predictive and pre-emptive customer experiences.
As Director of Strategic Communications for the Cisco Contact Center business unit, I have the opportunity on a daily basis to talk with leading companies globally who are re-inventing their customer experiences based on the dual pronged strategy of digital and contact center innovation. Thinking though the problems I see being addressed has led to nine patents in contact center innovation over the years.
My basic thesis in Why the Contact Center is More Critical Than Ever is playing out in real-time as the contact center is undergoing a massive renaissance, and is emerged in a leading role in enterprise customer experience. The contact center will break free of a “cost to be managed” reputation, to one that is “asset to be leveraged”. Contact centers have truly become the “digital goalkeepers” of the organization, handling make or break customer experience exceptions that cannot be addressed in self-service.
Ryan clearly explains why each of these six areas are so critical to modern customer service platform. And the good news? You don’t need to be a coder to understand the journey Ryan takes the reader through!
I recall for years always marveling at the All-Star Band that Ringo Starr assembled to tour every year – all the best players from different groups. In working on this project, I had a glimpse of how must have felt! Thanks to my colleagues Omar, Geish, Vinod, and Ryan for coming along on the ride to the next generation contact center!
Download your complimentary copy of
Four Journeys, One Destination: The Cloud, a white paper by McGee Smith Analytics
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