Nov 5, 2019 | Cisco Webex, Contact Center, Featured
The contact center may be a central focus of the customer experience, but there are many other business applications involved in enabling agents to deliver the kind of experience customers expect. When applications aren’t integrated, the agent typically has to switch...
Oct 31, 2019 | Cisco, Cisco Webex
Self-Service Contact Center Tools: Good for Customers, Good for Agents According to recent research on the customer experience, more than two-thirds of all contact center interactions are agent-assisted. However, use of self-service tools such as interactive voice...
Oct 24, 2019 | Cisco Webex, Contact Center, Featured
Why Contact Center Analytics Is Critical to Optimizing the Customer Experience Let there be zero doubt that the customer experience is the top priority for organizations across industry. This is especially true in the contact center, where customers not only want...
Oct 22, 2019 | Cisco, Cybersecurity, State & Local Government
How State and Local Governments Can Take Full Advantage of Threat Intelligence Earlier this year, the State and Local Government Cybersecurity Act of 2019, also known as S. 1846, was introduced in the Senate. The goal of S. 1846 is to improve the coordination of...
Oct 17, 2019 | Cybersecurity, K-12
Two Web Content Filtering Solutions that Can Protect K-12 Networks In a previous post, we discussed why content filtering is critical to security and compliance in K-12 schools. Not only are hackers increasingly targeting schools to get their hands on personal...
Oct 10, 2019 | Cybersecurity, K-12
Why Content Filtering Is Critical to K-12 Security and Compliance K-12 schools are relying more heavily upon the Internet to access educational and administrative resources, particularly through wireless networks and mobile devices. Just as businesses use this...
Oct 7, 2019 | Cisco, Cisco Webex, Contact Center
How a Collaborative Contact Center Delivers Better Business Outcomes As a customer, you can tell when a contact center agent is reading from a script. Even worse, it becomes obvious that the agent is completely lost when circumstances require them to deviate from the...
Sep 9, 2019 | Cisco, State & Local Government
Why Network Modernization Must be a Priority for Government Agencies Digitalization and IT modernization drive efficiency and cost savings in state and local government. The problem is, many agencies are using outdated IT systems and struggling as a result. According...
Aug 27, 2019 | Cisco, State & Local Government
How Cisco Connected Justice Reduces Costs and Increases Efficiency and Safety In our last post, we discussed how law enforcement and justice agencies are using the Internet of Things (IoT) to increase efficiency, enhance decision-making and improve safety....
Aug 16, 2019 | Cisco, Data Center, State & Local Government
How the IoT Helps Law Enforcement & Justice Agencies Work Smarter and Safer Continued budget cuts has resulted in staff reductions in many law enforcement and justice agencies, increasing pressure to reduce operational costs and increase efficiency. Many of these...
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