Cisco and BT recently surveyed 5,000 consumers across Europe, Asia-Pacific, and the Americas about their changing expectations for customer service. Review these eight trends against your current contact center capabilities.

Thirty years ago, two engineers – Cisco’s founders – solved a connectivity problem between two network islands on the Stanford University campus, and

In my previous blog ,  I noted that IT is increasingly transitioning towards an IT service broker role, taking advantage of multiple sourcing options to become an intermediary of...