1. March 18, 2011

    Integrate Citrix XenApp and Microsoft App-V

    Cicero can leverage new virtualization clients from Citrix and Microsoft to integrate virtual applications running at the desktop with other client applications running locally and web-based applications running in a local browser without change to those applications or the presentation ... Read More
  2. February 15, 2011

    Customers Determine the Value of a Process

    As our team wraps up another month of client, partner and prospect meetings, some common themes continue to emerge. First, there is a fast growing realization that the everyday conversations between businesses and their customers have the most direct impact on perceived brand quality and ... Read More
  3. January 17, 2011

    Reduce Customer Attrition

    Do you have a process to handle the second call differently to the first? I just changed my DSL provider of 10 years and the major contributor to my decision was the fact that by the fourth call in one morning, the technician was making the same suggestion the previous three had made – ... Read More
  4. December 13, 2010

    Optimal Handle Time

    Average Handle Time (AHT) is one of the most commonly used metrics in today’s contact center. Most people define it as a combination of talk, email, and chat plus wrap-up and hold time. Some managers take an average of AHT over a period of time and if possible, they further break down the ... Read More
  5. September 24, 2010

    Golden Nuggets, Takeaways, and Next Steps

    During the most recent Frost & Sullivan Customer Contact East event in Florida on April 18-21, our roundtable discussion group was charged with collaborating on the Top 10 Best Practices to deliver superior customer interactions. First we explored several questions: Where does exceptional ... Read More
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