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Future of IT Podcast: Connected Contact Centers in the Internet of Everything Era

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Future of IT Podcast: Connected Contact Centers in the Internet of Everything Era

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Future of IT Podcast: Connected Contact Centers in the Internet of Everything Era: https://itunes.apple.com/us/podcast/id860805882?mt=2

Read the blog here: http://blogs.cisco.com/ioe/connected-contact-centers-in-the-era-of-the-internet-of-everything

Subscribe to the Future of IT Podcast Channel: https://itunes.apple.com/us/podcast/id860805882?mt=2 via iTunes

Read Gordon Thomson's blog: A Holistic Approach to Secure Enterprise Mobility
http://blogs.cisco.com/security/a-holistic-approach-to-secure-enterprise-mobility/

Read Stuart Taylor's blog: What Do Predictions About 5G Mean For The Future of Mobility?
http://blogs.cisco.com/sp/what-do-predictions-about-5g-mean-for-the-future-of-mobility/

Read Rachael McBrearty’s blog: Turning the Retail Store into a High-Octane Digital Experience http://blogs.cisco.com/ioe/turning-the-retail-store-into-a-high-octane-digital-experience

Read Doug Webster’s blog: Top Mobility Trends CXOs Should Watch http://blogs.cisco.com/news/top-five-mobility-trends-cxos-should-watch

Join the conversation on Twitter at https://twitter.com/search?q=%23Futureofit&src=typd #FutureOfIT

Future of IT Podcast: Connected Contact Centers in the Internet of Everything Era: https://itunes.apple.com/us/podcast/id860805882?mt=2

Read the blog here: http://blogs.cisco.com/ioe/connected-contact-centers-in-the-era-of-the-internet-of-everything

Subscribe to the Future of IT Podcast Channel: https://itunes.apple.com/us/podcast/id860805882?mt=2 via iTunes

Read Gordon Thomson's blog: A Holistic Approach to Secure Enterprise Mobility
http://blogs.cisco.com/security/a-holistic-approach-to-secure-enterprise-mobility/

Read Stuart Taylor's blog: What Do Predictions About 5G Mean For The Future of Mobility?
http://blogs.cisco.com/sp/what-do-predictions-about-5g-mean-for-the-future-of-mobility/

Read Rachael McBrearty’s blog: Turning the Retail Store into a High-Octane Digital Experience http://blogs.cisco.com/ioe/turning-the-retail-store-into-a-high-octane-digital-experience

Read Doug Webster’s blog: Top Mobility Trends CXOs Should Watch http://blogs.cisco.com/news/top-five-mobility-trends-cxos-should-watch

Join the conversation on Twitter at https://twitter.com/search?q=%23Futureofit&src=typd #FutureOfIT

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Future of IT Podcast: Connected Contact Centers in the Internet of Everything Era

  1. 1. Connected Contact Centers in the Internet of Everything Era #FutureOfIT
  2. 2. Future Of IT Podcast Featuring: Hans Hwang Vice President of Cisco Services Global Enterprise Segment Paul Stockford Founder and Chief Analyst of Saddletree Research
  3. 3. Click this button to tweet the information on each slide.
  4. 4. In a consumer-centric landscape, where a brand’s reputation is largely influenced in real-time on connected devices, collaboration is enabling innovation in contact centers and across the enterprise.
  5. 5. “I have to say that customer experience is probably one of their top one or two priorities at all levels, from the CEO all the way down to individual contributors.” Source: Hans Hwang, Vice President of Cisco Services Global Enterprise Segment #FutureOfIT
  6. 6. “The lesson learned, of course, was the customer service function is of utmost importance especially in good times and in bad, and we see the result of that in the employment numbers in the industry.” Source: Paul Stockford, Founder and Chief Analyst of Saddletree Research #FutureOfIT
  7. 7. “… there is a connection between industries that are being disrupted with this increased focus on upgrading contact centers…You know, I think back to the days when the happiest industries of contact centers was telecommunications. That industry went through a lot of disruption.” Source: Hans Hwang, Vice President of Cisco Services Global Enterprise Segment #FutureOfIT
  8. 8. “There is going to be a lot more data that needs to be part of customer interactions to make them richer, and the Internet of Everything will provide a lot of that.” Source: Hans Hwang, Vice President of Cisco Services Global Enterprise Segment #FutureOfIT
  9. 9. “The more things change, the more they stay the same. Keeping your customers happy, having a service that differentiates yourself to new customers, that’s always going to be important.” Source: Hans Hwang, Vice President of Cisco Services Global Enterprise Segment #FutureOfIT
  10. 10. “I think there’s a movement within the industry to capture the voice of everyone (customers, agents, colleagues, competitors).” Source: Paul Stockford, Founder and Chief Analyst of Saddletree Research #FutureOfIT
  11. 11. “We’re seeing a lot more introduction of video and mobile into this next wave of contact center functions.” Source: Hans Hwang, Vice President of Cisco Services Global Enterprise Segment #FutureOfIT
  12. 12. “I think having an end-to-end security architecture and then an ongoing audit mechanism to see whether you have been compromised is critically important.” Source: Hans Hwang, Vice President of Cisco Services Global Enterprise Segment #FutureOfIT
  13. 13. “Wherever the data is, it’s going to be at risk. So, I think Hans is right on the money with the advice that it has to be an ongoing audit to make sure your data is secure.” Source: Paul Stockford, Founder and Chief Analyst of Saddletree Research #FutureOfIT
  14. 14. More about the Future Of IT: Read Hans Hwang’s blog: Connected Contact Centers in the Internet of Everything Era Listen to Future of IT Podcast Subscribe to the Future of IT Podcast Channel via iTunes #FutureOfIT

Editor's Notes

  • Customer experience is a top priority. See more: cs.co/foith @Cisco #FutureOfIT #CX
    http://ctt.ec/S4bN8

  • Lesson learned: customer service is of utmost importance- at all times cs.co/foith @Cisco #FutureOfIT
    http://ctt.ec/u85N7
  • Industries that go through disruption tend to focus on #contactcenter quality. cs.co/foith @Cisco #FutureOfIT
    http://ctt.ec/Xd05b

  • Data needs to be part of customer interactions. cs.co/foith @Cisco #FutureOfIT
    http://ctt.ec/pZ2rw
  • Having #CustomerService is what differentiates a business. cs.co/foith @HHwang70 @Cisco #FutureOfIT
    http://ctt.ec/kz7MO
  • “There’s a movement within the industry to capture the voice of everyone.”- @paulstockford cs.co/foith @Cisco #FutureOfIT
    http://ctt.ec/8fd8i
  • Video and #mobile will play a big part in the next wave of contact centers. cs.co/foith @Cisco #FutureOfIT
    http://ctt.ec/Rcf8U
  • For #security, an ongoing audit mechanism is critical. See more: cs.co/foith @Cisco #FutureOfIT
    http://ctt.ec/x2geX
  • “Wherever the data is, it’s going to be at risk.”- @paulstockford See more here: cs.co/foith @Cisco #FutureOfIT
    http://ctt.ec/5gcGi

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