CRM solutions without integrated knowledge management suffer from a number of limitations. They don’t enable customers to become more self-sufficient or foster...
CRM solutions without integrated knowledge management suffer from a number of limitations. They don’t enable customers to become more self-sufficient or foster a community that can generate its own answers. They lack the centralized intelligence needed to deliver innovation and consumer-driven interactions, so support agents can’t learn, serve, or collaborate as effectively as their jobs require. And, they lack the analytical insights customer service organizations require to...
CRM solutions without integrated knowledge management suffer from a number of limitations. They don’t enable customers to become more self-sufficient or foster a community that can generate its own...
As mobile and social technology has evolved, the number of channels that customers use to engage with organizations has grown exponentially. With such a diverse...
As mobile and social technology has evolved, the number of channels that customers use to engage with organizations has grown exponentially. With such a diverse range of service channels and touchpoints to manage, how can you ensure you’re able to help customers, such as delivering the right information to the right customer at the right time?Watch our live Webcast on Thursday, September 12, 8:30 AM Pacific / 4:30 PM BST, to discover how you can deliver consistent,...
As mobile and social technology has evolved, the number of channels that customers use to engage with organizations has grown exponentially. With such a diverse range of service channels...
The August 2013 release of Oracle RightNow Cloud Service gets super charged by Oracle’s CX portfolio with best-of-breed commerce, automated entitlement...
The August 2013 release of Oracle RightNow Cloud Service gets super charged by Oracle’s CX portfolio with best-of-breed commerce, automated entitlement management and enterprise knowledge capabilities to empower people across all channels of interaction throughout the lifecycle journey with the brand. Streamline Online SalesOracle RightNow Cloud Service seamlessly blends the power of commerce into its Agent Desktop to help contact center staff deliver relevant, proactive...
The August 2013 release of Oracle RightNow Cloud Service gets super charged by Oracle’s CX portfolio with best-of-breed commerce, automated entitlement management and enterprise...
Mobile phones have become almost ubiquitous in our daily lives. More and more people are relying on their smartphones to stay connected with their family,...
Mobile phones have become almost ubiquitous in our daily lives. More and more people are relying on their smartphones to stay connected with their family, friends, co-workers, and the world around them. Armed with smartphones and tablets, consumers have access to much more product information and can compare, recommend, and share information from anywhere, at any time.According to Internet Retailer, in the second quarter of 2013 U.S. mobile commerce grew faster than U.S....
Mobile phones have become almost ubiquitous in our daily lives. More and more people are relying on their smartphones to stay connected with their family, friends, co-workers, and the world around...
Your Customers Are Already Talking – It’s Time to Join theConversation While social media has become a standard function in most Marketing departments, Customer...
Your Customers Are Already Talking – It’s Time to Join theConversation While social media has become a standard function in most Marketing departments, Customer Service and Contact Centers are just beginning tobecome actively involved in social media. When I talk to executives that runservice/support or contact centers, I tend to get the same reaction when socialmedia comes up—HELP! Social customer service is very much an emerging market. Assuch, there are not a lot of proven...
Your Customers Are Already Talking – It’s Time to Join theConversation While social media has become a standard function in most Marketing departments, Customer Service and Contact Centers are just...
Transform Contact Centers into Profit CentersCustomer service is now viewed as a strategic profit center at nearly 70% of surveyed organizations, according to...
Transform Contact Centers into Profit CentersCustomer service is now viewed as a strategic profit center at nearly 70% of surveyed organizations, according to Aberdeen. Service organizations that focus on providing easy, consistent, and relevant interactions across the customer lifecycle, including service and support delivery, are experiencing higher levels of customer acquisition and retention and are achieving better revenue and margin growth rates. What might it look like...
Transform Contact Centers into Profit CentersCustomer service is now viewed as a strategic profit center at nearly 70% of surveyed organizations, according to Aberdeen. Service organizations that...
In the customer experience business, we hear a lot about the rise in the use of online channels such as Web self-service, email, chat, and social and the...
In the customer experience business, we hear a lot about the rise in the use of online channels such as Web self-service, email, chat, and social and the importance of having a cross-channel solution. It’s easy to forget that voice is still the #1 channel that customers use to resolve customer service issues. Not to say that cross-channel is unimportant – it definitely is. According to Kate Leggett, Forrester Research, “Telephoning a live representative remains the most...
In the customer experience business, we hear a lot about the rise in the use of online channels such as Web self-service, email, chat, and social and the importance of having a cross-channel solution....
The first day of the CRM Evolution 2013 Conference and Exhibition began with a dynamic keynote by Jeanne Bliss, Founder of CustomerBliss.com. She talked about...
The first day of the CRM Evolution 2013 Conference and Exhibition began with a dynamic keynote by Jeanne Bliss, Founder of CustomerBliss.com. She talked about organizations “becoming a part of the story of their customers’ lives” through:Getting Real—walking a mile in their customers’ shoes Example: USAA has new hires eat army rations, wear flak jackets and boots and go through the same insurance application processesBeing There—improving the top five contact points that...
The first day of the CRM Evolution 2013 Conference and Exhibition began with a dynamic keynote by Jeanne Bliss, Founder of CustomerBliss.com. She talked about organizations “becoming a part of the...
In the fast-paced world of the connected consumer, expectations run high. Every time customers interact with a company, they want a positive, relevant, and...
In the fast-paced world of the connected consumer, expectations run high. Every time customers interact with a company, they want a positive, relevant, and personalized experience. If they don’t get it, today’s empowered customers won’t hesitate to leave. Yet many companies can’t deliver great personal experiences to their customers because they are struggling with siloed information systems and processes that fail to provide complete and accurate data to sales, support, and...
In the fast-paced world of the connected consumer, expectations run high. Every time customers interact with a company, they want a positive, relevant, and personalized experience. If they don’t...
