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

1. Connected Contact Centers in the
Internet of Everything Era
#FutureOfIT

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. Click this button to tweet the
information on each slide.

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. “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. “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. “… 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. “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. “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. “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. “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. “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. “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. 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