Bust the Silos: Cisco

Cisco: Create New Value via Global Customer Service

"An enterprise's purpose begins on the outside with the customer…it is the customer who determines what a business is, what it produces, and whether it will prosper."
-Peter Drucker

Cisco Systems, Inc. is the worldwide leader in networking—2008 sales $39.5 billion and net income $8.1 billion with $26.2 billion in cash—transforming the workplace, healthcare, environment, education and banking. Cisco prides itself on excellent customer relationships and its product and service offerings have evolved from Internet Enterprise and Service Provider Solutions to other segments including Small, Consumer, and Commercial sectors.

To get the inside story on Cisco service we spoke with La Veta Gibbs.

La Veta joined Cisco in 1995 as Director of the CRC (Customer Response Center), where she had operational responsibility for the front line calls for Technical Assistance and the corporate operators. She later became Director of company wide call center strategy and implemented the CIN (Customer Interaction Network). CIN represented a new business model for contact centers globally, one that heavily leveraged the Internet and cross functional knowledge sharing.  She retired in late 2009 as Director of Global Contact Center Strategies.