Tuesday Oct 21, 2014

Webcast: Your Roadmap to Modern Customer Service this Thurs., 10/23 at 2 pm ET by Kelly Costlow

Want to become a Modern Customer Service organization but don't have a roadmap for getting there? Then join us for a live webcast this Thursday, October 23 at 11 am PT / 2 pm ET where Oracle customer service experts JP Saunders and Tom Cloos will help you develop your own blueprint for achieving modern customer service success. 

You will learn how to align your service initiatives with your overall customer experience strategy to achieve:
  • Better service at lower cost
  • Greater ease attracting and keeping customers
  • Larger profits in your contact center


About the speakers:

JP Saunders, Senior Director, Customer Experience (CX) Product Strategy at Oracle  

JP is responsible for evangelizing Oracle Customer Experience (CX) product strategyand leading its go-to-market programs. He has been helping organizations deliver better customer experiences for two decades.



                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                Tom Cloos, Senior Director, Client Success at Oracle 

Tom is responsible for the North American Client Success Group, ensuring Oracle Customer Experience (CX) clients achieve business success by realizing the full value of their SaaS investments. Tom has been helping companies drive more business value from their technology solutions for over 20 years.

Monday Sep 22, 2014

Do your customers know more than your agents? Shift the equation with this webcast Thurs., Sept. 25 at 2 pm ET featuring Amberleaf

Have you ever called a contact center and known more about the company’s products and services than the agent? Or been bounced around to several different agents before you got the right answer?

That’s a recipe for customer service disaster. Don’t let that happen to your organization.

Tune into this webcast on Thursday, September 25 at 11 am PT / 2 pm ET to become the Master Chef of modern customer service with best practices from Amberleaf President John Kariotis. 

Over the last 15 years, John has helped hundreds of companies transform their contact centers into modern customer service organizations.

He’ll share customer success stories – and pitfalls to watch out for – so you can accelerate your own success.

Register here

Friday Jul 11, 2014

CX Cloud Summer Soiree Friday, August 1 from 1-5 pm at the Columbia Yacht Club in Chicago by John Kariotis

Join AmberLeaf and Oracle for an afternoon of fun in the sun on Lake Michigan at the CX Summer Soiree

 

Many businesses are still organized and operate as they did before cloud, before social, before mobile, before big data and analytics arrived. Imagine for a moment what your business would be like if it these technologies were native to your business operations and not an afterthought.

  • How would you re-envision your business model?
  • How would you re-envision your infrastructure, processes, decisions and experiences?
  • How would you re-envision your products and services?

Join us at the AmberLeaf and Oracle CX Summer Soiree and explore new possibilities and opportunities for your business. Gain insight from a number of current clients and thought leaders in keynotes offering unique perspectives in a unique environment.

  • Oracle’s vision for Customer Experience in the Cloud
  • Improving service solutions through cross-channel interactions
  • Take a knowledge-driven approach to serving customer needs
  • How the integrated Customer Experience Cloud service solutions complement back-office ERP operations
  • Convergence of the Marketing and Service Clouds by automating how to maximize service interactions and marketing effectiveness
  • How to take control of your Social Cloud to transform your service operations
  • How to gain efficiency and improved returns on your CX investments

On the shores of Lake Michigan you will experience several educational and interactive discussions on the bow, on the aft deck, and on the forward deck of Columbia Yacht Club. Each session will be followed by Columbia’s Sommelier hosting a wine tasting set to the theme of ‘America Cup II’ between California and New Zealand.

We will clear the clouds by sampling different wines of each region while learning about Oracle CX solutions. Each tasting will be voted on which country had the best wine so you can determine who wins the next America’s Cup!

The Oracle CX Summer Soiree will allow you to collaborate with peers, industry leaders, Oracle experts and AmberLeaf to share ideas and stories.

Register for the AmberLeaf and Oracle CX Summer Soiree on August 1 from 1:00 – 5:00 PM CDT

Thursday Apr 03, 2014

Checklist for Sales and Sales Operations Leaders

You’re running a sales or sales operations team. You get invited to a number of events—or are spending time out of the office with customers. That’s your job.

Another invitation comes along. You quickly scan it, thinking “what’s in this for me?

The Checklist

  • New Ideas: Do you look outside your company, to industry thought leaders and your sales peers for new ideas?

  • Career Planning: Is it important to look ahead—for your business and your career—to understand where Selling is headed and how it’s changing your job?

  • Translating Plans to Action: Is there something you could learn from your peers—running Sales organizations like yours—about doing things faster, closing more big-ticket deals?

[Read More]

Wednesday Nov 27, 2013

Oracle Policy Automation Webcast, Wed, Dec 4th, 1 pm PT / 4 pm ET

If you missed us at OpenWorld, don’t miss this Webcast. Find out how the latest innovations in Oracle Policy Automation Agent Cloud Service and Oracle Policy Automation Web Cloud Service will help you deliver personalized, policy-driven entitlement decisions to your customers while simplifying compliance.

Join our live Webcast on Wednesday, December 4, 2013, and discover how the latest updates and roadmap in Oracle Policy Automation can help you:

  • Maximize your benefits with a strategic policy automation approach
  • Simplify compliance with the latest updates
  • Enable cross-channel consistency through full integration with Oracle RightNow Cloud Service

Don’t miss your chance to learn how you can streamline policy administration to deliver consistent and accurate decisions to your customers while lowering compliance costs at the same time.

Register Now

Monday Nov 18, 2013

Wed, Nov. 20, 9 AM PST Educast: Oracle's Knowledge Management Roadmap

Did you know that 80% of the time and cost associated with resolving service inquiries involves knowledge management? With better knowledge at your agents' and customers' fingertips, you can dramactically reduce your service costs and increase first contact resolution rates, just like these Oracle customers:

  • Blue Coat - 25% Web Self-Service deflections saving $240K per month
  • Intuit - 85% first search accuracy for customers
  • Vertafore - 23% increase in First Contact Resolution (FCR)

Join Nav Chakravarti, Vice President, Product Management for our live Webcast to learn how you can empower your customers and agents to get the right answers at the right time – all the time!

Agenda Topics

  • The role of knowledge in self-service and the contact center
  • The latest enhancements to Oracle Knowledge Management
  • Oracle’s roadmap for future Oracle Knowledge Management updates

Register here

Tuesday Aug 20, 2013

CRM Evolution 2013: Social Care is a Mainstream Channel

CRM Evolution's Customer Service Experience track began today with Hewlett Packard’s (HP) Patricia Graca talking about Social Care. She got our attention with some eye-opening statistics:

  • 1 in 3 users prefer social care over contacting via the phone
  • 80% of customers will not purchase a product if there is a negative review
  • 43% of customers use social media to publicize a bad experience—and 48% a positive experience

Graca has built a social support community with volunteer experts who give two to 30 hours of their time every week to answer other customers’ questions.

What motivates these experts to devote so much time? She found that the top motivator is the satisfaction they receive from helping people. But Graca doesn’t stop there. She uses gamification to motivate experts with things like:

  • 15 status levels they can climb based on their answers’ usefulness
  • Avatars created from personal photos experts submit
  • Privileges like early access to new products, training and special events

Graca even hosts 24-hour social support marathons in which 100s of experts around the world participate—creating a wealth of crowd source wisdom for HP.

Currently, 1% of her social support community serves as experts and/or contributors. Her next challenge is encouraging the remaining 99% to actively participate.

Monday Jun 10, 2013

Learn About Siebel CRM's Bright Future

Today’s customers are mobile, social, and more demanding than ever. Oracle continues to add new capabilities to Siebel CRM – helping you keep pace with rapid technological changes and growing customer expectations. Join us for the first in a new monthly webcast series to discover how the latest enhancements to Oracle’s Siebel CRM can help you:

  • Increase productivity with new features for improved usability
  • Harness social media to understand and engage your customers better
  • Service and sell via mobile solutions to meet new customer demands
  • Deliver outstanding customer experiences every single time

Register now for our live Webcast on Thursday, June 13!

Sunday Jan 06, 2013

Webcast: The Right Information to the Right People at the Right Time

Live Webcast: The Right Information to the Right People at the Right Time

When your customers have questions, do they get the correct answer quickly – the first time? Can they get the right answer from your website, your agent or a fellow customer?

Well-executed knowledge management can help you get the right information to the right people at the right time, across all channels – making agents more productive, delighting your customers, and keeping costs down.

Join us for a Free Webcast on Thurs., January 17 to discover how Knowledge Management can help you:

  • Drive brand loyalty with a dramatically improved customer experience
  • Increase productivity by empowering agents with up-to-date collective insights
  • Lower service costs by reducing interaction times
  • Provide consistent multichannel service by sharing information across the enterprise

Don’t miss this opportunity to discover how you can maximize productivity, increase customer satisfaction, and reduce costs. Click on ‘Register Now’ to secure your place.

Register Now

Live Webcast:
The Right Information to the Right People at the Right Time

Date:
Thursday, January 17, 2013

Time:
11:00 a.m. PT / 2:00 p.m. ET

 

Oracle Customer Experience

For more information on Oracle's Knowledge Management solutions, please visit our website, or contact a representative at (866) 630-7669.

 

Monday Nov 26, 2012

11/28 Webinar: How Marketers Are Crafting Customer Experiences

According to recent studies by Sirius Decisions and the CEB, 70% of the consumer buying journey is complete before a salesperson becomes involved. Business customers complete 57% of their buying journey without a salesperson. So, what are savvy marketers doing to stay involved in the customer journey?

 Marketers are at the epicenter of turning "big data" into insights that are acted upon by the company and customers. Drawing upon social, transactional, and online behavioral insights, marketers are making customer interactions easier and more rewarding. Marketers are personalizing and innovating customer connections across new channels and devices, especially for interactions that span channels. Learn more about three key innovation strategies in an informative webcast sponsored by the Internet Marketing Association, University of California Irvine Extension, and Oracle on Wednesday, November 28, 11 am to 12 pm Pacific. Register today to learn from these thought leaders.

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