Tuesday, July 15, 2008

Cisco on customer interaction - homeshoring post to follow

I was going to write an analytical and thoughtful post on homeshoring. This is the emerging trend of basing contact centre agents at home, rather than at an office or sending the work overseas. This has great attractions for employers who need contact centres working split shifts or need to access labour that can't necessarily commute to an office.

Unfortunately, I haven't really had time (hence the recent gap in posting). So this great piece on homeshoring may come tomorrow or even Thursday. In the meantime, Cisco has posted up a couple of videos on customer management on their 'Techwise TV' site and they're worth a look. I know 'Techwise TV' is more noted for it's offerings on switching, routing and networks but it's good to see the focus shifting onto the customer and business.

Customer Service:
From Calls to Contacts

Each video is about 60 mins long and you need to register to see them. The one I've highlighted will be shown on July 24th and there is also a customer experience webcast from 2006 that sets out some of the basics.

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