SaaS. Cloud. On-demand. On-premise. Managed Services. Hosted. Multitenant. Single tenant. Public cloud. Private cloud. Hybrid cloud. We are surrounded by these...
SaaS. Cloud. On-demand. On-premise. Managed Services. Hosted. Multitenant. Single tenant. Public cloud. Private cloud. Hybrid cloud. We are surrounded by these terms, but if you really know the differences, you are part of a seriously small minority. So when half of retailers say they want to go cloud in the next year – in commerce, what do they mean? And from a product perspective, what’s the right fit? Software has been eating the world for years now, and Software as a...
SaaS. Cloud. On-demand. On-premise. Managed Services. Hosted. Multitenant. Single tenant. Public cloud. Private cloud. Hybrid cloud. We are surrounded by these terms, but if you really know the...
The May 2015 release of Oracle Service Cloud enhances the power of Service Cloud with integration accelerators for Siebel, EBS and Oracle Field Service Cloud. ...
The May 2015 release of Oracle Service Cloud enhances the power of Service Cloud with integration accelerators for Siebel, EBS and Oracle Field Service Cloud. These new accelerators enable companies to connect their Service Cloud solutions with other business systems, optimizing their investments while improving operations across the organization. Unlike traditional integration offerings, Oracle Service Cloud Integration Accelerators are designed to equip companies and...
The May 2015 release of Oracle Service Cloud enhances the power of Service Cloud with integration accelerators for Siebel, EBS and Oracle Field Service Cloud. These new accelerators enable companies...
Over 500 customer service professionals joined the OracleService Cloud team in Las Vegas recently to kick off the ModernService Experience Conference! The...
Over 500 customer service professionals joined the OracleService Cloud team in Las Vegas recently to kick off the ModernService Experience Conference! The eventfeatured nearly 40 customer speakers including Kohl’s,LinkedIn, and Nintendo outliningthe latest trends in engaging customers, empowering employees andadapting quickly to constantly changing business and customer needs. The conference also featured industry thought leaders fromForrester, Constellation Research, Beagle...
Over 500 customer service professionals joined the OracleService Cloud team in Las Vegas recently to kick off the ModernService Experience Conference! The eventfeatured nearly 40 customer speakers...
It is hard to believe that it has been a decade since socialdisrupted standard operating procedures for companies. Brands had enjoyed ahealthy measure of...
It is hard to believe that it has been a decade since socialdisrupted standard operating procedures for companies. Brands had enjoyed ahealthy measure of control before social media-enabled customers around theglobe were able to connect and share information. Before, companies controllednot only the information that customers and prospects received, but how andwhen they received it—effectively spoon-feeding corporate messages to theworld. The advent of social changed this...
It is hard to believe that it has been a decade since socialdisrupted standard operating procedures for companies. Brands had enjoyed ahealthy measure of control before social media-enabled customers...
The Oracle Field Service Cloud product team recentlyreturned from Field Service USA, the ultimate annual gathering of industrythought leaders discussing what’s...
The Oracle Field Service Cloud product team recentlyreturned from Field Service USA, the ultimate annual gathering of industrythought leaders discussing what’s now and what’s next in field servicemanagement.After an energetic keynote on the Roadmap to Modern FieldService by our own Jeffrey Wartgow, Director of Product Management, and twolively round tables on the same topic, led by yours truly, the unofficial themeof this year’s show was crystal clear – knowledge. Everyone...
The Oracle Field Service Cloud product team recentlyreturned from Field Service USA, the ultimate annual gathering of industrythought leaders discussing what’s now and what’s next in...
As organizations evolve on their roadmap to a modern customer experience, they are adopting new business processes and technologies that allow them to support...
As organizations evolve on their roadmap to a modern customer experience, they are adopting new business processes and technologies that allow them to support the needs of the connected customer. As a result of adopting new communication channels, companies now have an additional set of metrics that can be used to measure and improve the effectiveness of their multi-channel customer experience. The traditional, internally- focused operational metrics like Average Handle Time...
As organizations evolve on their roadmap to a modern customer experience, they are adopting new business processes and technologies that allow them to support the needs of the connected customer. As a...
As contact center leaders you’re always being asked to do morewith less. Agent training is no exception. Here are 5 tips for low or nocost ways to train agents...
As contact center leaders you’re always being asked to do morewith less. Agent training is no exception. Here are 5 tips for low or nocost ways to train agents from ICMI’s webcast featuring Justin Robbins (ICMI), JanaMeyers (American Century), Joe Landers (Oracle) and Kristine Chisholm (ICMI). Tip 1: The Good, theBad and the Ugly in Recorded Contacts Encourage agents to share recorded contacts of positivecustomer interactions as well as negative ones. Using difficult customer...
As contact center leaders you’re always being asked to do morewith less. Agent training is no exception. Here are 5 tips for low or nocost ways to train agents from ICMI’s webcast featuring...
As contact centers evolve and expand into new channels to meet continuously changing customer demands, the need and requirement for in-depth, comprehensive...
As contact centers evolve and expand into new channels to meet continuously changing customer demands, the need and requirement for in-depth, comprehensive training has become greater. While old principles and established methodologies will get you some of the way, it has become necessary to step into “unfamiliar territory” to fully meet the training needs of today's modern agent. As contact center leaders, it’s our obligation and responsibility to ensure that we’re providing...
As contact centers evolve and expand into new channels to meet continuously changing customer demands, the need and requirement for in-depth, comprehensive training has become greater. While...
Transitioning your support organization or contact center from a cost center to a profit center is an onerous process that can be difficult to navigate. Yet, it...
Transitioning your support organization or contact center from a cost center to a profit center is an onerous process that can be difficult to navigate. Yet, it is a journey that must be purposely undertaken, performed crisply and executed successfully to thrive in the competitive world. Being viewed as a cost center creates an endless journey of continuous cost cutting, funding reduction, and the need to always be more efficient this year than last. It is a self-destructive...
Transitioning your support organization or contact center from a cost center to a profit center is an onerous process that can be difficult to navigate. Yet, it is a journey that must be...
