Cisco - Contact Center

FEBRUARY 21, 2024

Tech companies and governments will join forces to develop advanced AI detection systems, ensuring a safer online environment. Human ingenuity boosted by AI capabilities offers new pathways to… Read more on Cisco Blogs

Government 76

Government 76

Cisco - Contact Center

DECEMBER 13, 2023

As we wrap up 2023, it is a great time to reflect on the current state of technology in state and local governments and look ahead to the priorities for the coming year. As we enter 2024, we are… Read more on Cisco Blogs

Government 69

Government Technology Transportation 69

Cisco - Contact Center

MAY 22, 2023

Technology continues to rapidly evolve, pushing state and local governments to innovate just as quickly to keep up with their resident’s evolving needs. As state and local governments take a more a… Read more on Cisco Blogs

Government 62

Government Technology Wireless 62

Call Experts

DECEMBER 29, 2021

At Call Experts, we are dedicated to providing supportive content every week through our contact center blogs. Because contact center blogs can be an essential tool for understanding services from a company and what it might be like as their customer. . What is a call-out line? What is an HR call-out line?

Contact Center 52

Contact Center Morale Government Healthcare 52

Nuance

MARCH 7, 2022

Today, the governments of every nation share at least one common challenge. The post Intelligent government: Delivering superior citizen experiences with AI appeared first on What’s next. Visit Nuance's What's next blog to see the full content. This is a summary.

Government 77

Government Enterprise Contact Center 77

Cisco - Contact Center

NOVEMBER 20, 2023

However, while the term may be… Read more on Cisco Blogs Hybrid work is a flexible work model that combines in-office, remote, and on-the-go working. It provides the flexibility to be impactful wherever work is accomplished.

Government 70

Government 70

Cisco - Contact Center

AUGUST 16, 2023

However, while the term may be… Read more on Cisco Blogs Hybrid work is a flexible work model that combines in-office, remote, and on-the-go working. It provides the flexibility to be impactful wherever work is accomplished.

Government 73

Government 73

Cisco - Contact Center

MAY 31, 2023

This blog was co-authored by Patricia Martinez. We invite you to collaborate and share insights around what you’re experiencing today within … Read more on Cisco Blogs We’re thrilled to welcome you to Cisco Live 2023!

Government 79

Government Education Healthcare 79

Cisco - Contact Center

MAY 11, 2023

On April 2023, the Department of Homeland Security (DHS) Cybersecurity & Infrastructure Security Agency (CISA) released their Zero Trust Maturity Model Version 2.0 (ZTMM) as “ one of many paths that a… Read more on Cisco Blogs

Government 98

Government 98

Aspect

JUNE 4, 2020

To follow the same path as Rumi — at least in a business sense — contact center leaders must have a plan that enables them to rapidly respond and adapt to change. Business Continuity in the Contact Center. ‘The art of knowing is knowing what to ignore’ was once said by the prolific poet, Rumi.

Contact Center 139

Contact Center Average Handle Time Self service Airlines 139

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . There are more customer experience management blogs and articles than ever before — not to mention the growing libraries of video and interactive content. Here, we cover the 20 best customer service blogs and influencers to follow in 2020.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

ShepHyken

DECEMBER 13, 2019

Who will be responsible if government regulations are violated? They may have previously handled a 100 seat contact center, but they may not have the capability to handle one of 1,000, or 10,000. The post Guest Blog: Winning Tactics for CX Vendor Selection appeared first on Shep Hyken. Potential risks and liabilities.

APIs 254

APIs Enterprise Government Customer Experience 254

Aspect

OCTOBER 10, 2017

The role of the contact center has never been more critical to the overall success of your business strategy than it is today. With families displaced, homes destroyed and sadly, lives lost, the disruption of communications has been offset by some contact centers stepping up to become hubs of information.

Contact Center 147

Contact Center Call Center Government contact center solutions 147

Cisco - Contact Center

NOVEMBER 26, 2019

Formula one driving has a few things in common with a call center. There are important elements to racing that apply to running a contact center. Traffic codes were established to govern the orderly operation in the public arena regulating who, what and how ownership, safety and violations would be administered.

Contact Center 96

Contact Center contact center solutions Transportation Government 96

Aspect

JANUARY 14, 2021

2020 was a difficult year for enterprise organizations across the globe, one that also forced digital transformation at an unprecedented rate – the contact center industry was not spared this shift. This easy and convenient method of communication will continue to pay dividends for the contact center.

Contact Center 116

Contact Center Government Self service CRM 116

NICE inContact

APRIL 29, 2019

Government agencies often times struggle to deliver a customer experience on par with what their citizens receive when they interact with private-sector businesses. Aging contact center technology can become a major hurdle. If so, cloud contact center technology may be the solution to your dilemma.

Government 54

Government Cloud contact Contact Center Technology 54

Cisco - Contact Center

APRIL 1, 2024

Blockchain technology has experienced remarkable adoption in recent years, driven by its use across a broad spectrum of institutions, governments, retail investors, and users. However, this surge in… Read more on Cisco Blogs

Government 96

Government Technology 96

Cisco - Contact Center

MARCH 4, 2024

Cisco continues its focus on FedRAMP ® Authorization for our government customers with yet another solution, Cisco Defense Orchestrator (CDO) , which has now achieved FedRAMP In-Process status. With … Read more on Cisco Blogs

Government 78

Government Management 78

Cisco - Contact Center

NOVEMBER 13, 2023

Beginning in 2024, the Federal Government will release allocations of the $42 billion Broadband Equity, Access, and Deployment (BEAD) grant to state governments. States will then subgrant part of… Read more on Cisco Blogs

Government 73

Government 73

Contact Center Pipeline

NOVEMBER 30, 2021

This month’s top 5 blog posts highlight two of our most in-demand topics: customer experience (CX) and expanding your workforce. In our CX posts, our authors touch on everything from CX management programs, platforms, and governance, to improving your customer service emails and live chat experiences.

Government 182

Government Customer Experience Management Customer Service 182

Cisco - Contact Center

JANUARY 22, 2024

Are you an Internet Service Provider or local government applying for the Broadband Equity, Access, and Deployment (BEAD) Program to acquire telecommunications equipment, Internet and Wi-Fi… Read more on Cisco Blogs

Telecommunications 75

Telecommunications Government 75

COPC

NOVEMBER 5, 2021

These changes were highlighted during the Optimizing Pandemic Contact Center Outsourcing Relationships pre-event workshop that COPC Inc. Read about these three emerging outsourcing priorities in the blog post written in conjunction with our Optimizing Pandemic Contact Center Outsourcing Relationships workshop.

outsourcing 52

outsourcing Contact Center Journey mapping Best practices 52

Cisco - Contact Center

MARCH 4, 2024

Cisco continues its focus on FedRAMP ® Authorization for our government customers with yet another solution, Cisco Defense Orchestrator (CDO) , which has now achieved FedRAMP In-Process status. With … Read more on Cisco Blogs

Government 62

Government Management 62

Avaya

JUNE 26, 2017

Budgetary constraints have caused too many government agencies to rely on legacy IT systems that are more than a decade old. Brick and mortar stores and government agencies are giving way to a hyper-connected digital ecosystem. Systems that turn a contact center into a strategic center, and support 12 key features: Visual workflows.

Government 47

Government Contact Center Analytics Customer Experience 47

Cisco - Contact Center

FEBRUARY 21, 2024

As head of the Cisco Trust Office , Matt Fussa leads a global team that partners with government agencies, regulators, and customers to help shape cybersecurity regulation and manage cyber risk. He is… Read more on Cisco Blogs

Government 88

Government Management 88

NICE inContact

JULY 1, 2019

About 800,000 of these interactions are handled each year by Swedish Rail’s 200 advisors, working from two contact center locations about 100 kilometers apart. But physical distance wasn’t the only thing separating the two contact center locations.

Contact Center 56

Contact Center Transportation Cloud contact Government 56

Avaya

APRIL 10, 2019

This blog is authored by Robin Gareiss, President and Founder, of Nemertes Research. Skills-based routing – Advanced rules that change in real-time, based on the AI algorithm, to govern how to route customer interactions based on skills of agents available and circumstances causing customer interactions at that time.

Contact Center 71

Contact Center Analytics voip Virtual Agent 71

Cisco - Contact Center

SEPTEMBER 11, 2023

Governments and enterprises alike are constantly searching for… Read more on Cisco Blogs Cyberattacks have become increasingly sophisticated as they target organizations of all sizes in both the public and private sectors.

Government 80

Government Enterprise 80

Cisco - Contact Center

APRIL 5, 2023

I am a Global Government Specialist with Cisco Systems, working with governments worldwide to help them address municipal infrastructure and broadband planning. One of the conversations cities and … Read more on Cisco Blogs

Government 78

Government 78

VocalCom

MARCH 23, 2020

Contact centers are scrambling to handle an explosive increase in call volume at a time when people are being told to work from home. Since 2019, the Argentine insurance company has been using a Vocalcom Contact Center solution installed on a private cloud architecture.

Contact Center 62

Contact Center Government CRM contact center solutions 62

Cisco - Contact Center

DECEMBER 8, 2023

Last year, Cisco introduced Partnering for Purpose , where innovation and business goals with environmental, social, and governance (ESG) initiatives were highlighted to benefit partners and their… Read more on Cisco Blogs

Government 89

Government 89

Cisco - Contact Center

JULY 31, 2023

Federal Government connects to the Internet is underway. The good news is that it has some very welcome benefits, including enhanced security and greater operational… Read more on Cisco Blogs A shift in how the U.S.

Government 80

Government 80

Cisco - Contact Center

AUGUST 4, 2023

Statement by Eric Wenger , Senior Director, Technology Policy, Government Affairs: CISA’s new Cybersecurity Strategic Plan lays out a clear vision for how the federal government can better secure and d… Read more on Cisco Blogs

Government 84

Government Technology 84

Customer Service Life

NOVEMBER 5, 2018

This article was originally published on the FCR blog on October 8, 2018. Instructional design- There’s an entire science around instructional design — and while it would be nice for every contact center to have someone with a masters degree in the topic (like FCR), that may not be practical.

Contact Center 79

Contact Center Education Government Healthcare 79

Cisco - Contact Center

JULY 12, 2023

As the United States Government shapes its Net Zero strategy, the Department of Defense (DoD) has an… Read more on Cisco Blogs Can information, operational, and mission technology networks be a sustainability catalyst?

Government 79

Government Technology 79

TechSee

AUGUST 14, 2023

He has advised governments and clients across 45 states and over 60 countries, and his books and articles have been translated into over a dozen languages. He is currently the Strategy & Optimization Czar at Call Design North America (CDNA), the leader in workforce management solutions for contact centers.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

Cisco - Contact Center

APRIL 10, 2023

Thanks to the proliferation of mobile technologies throughout our society, government agencies now have a wide variety of options for connecting devices and applications to their operational or… Read more on Cisco Blogs

Wireless 87

Wireless Technology Government 87