Thursday Oct 31, 2013

Missed OpenWorld? Fear not. Customer Service Presentations for you!

As a Customer Service professional, you know the most frightening thing is having mission-critical systems go down when you’re trying to support customers. So while others are munching on candy this Halloween, why not spend your time listening to these Oracle OpenWorld sessions?

 
Oracle Service Vision and Roadmap
Oracle RightNow Cross-Channel Contact Center
Oracle RightNow Web Customer Service
Oracle RightNow Chat Cloud Service & Oracle RightNow Virtual Assistant Cloud Service
Oracle RightNow Social Customer Service
Oracle RightNow Cloud Service - Upgrades
Oracle Service – EBS Field Service
Oracle Service – Siebel Service
Oracle Service – Siebel Field Service

In these presentations, you will learn the latest capabilities available in Oracle’s Service solutions for delivering a great customer experience. Like the ability to …

Serve Your Customers Anywhere to maintain one seamless dialogue
Turn Your Contact Center into a Profit Center by giving personal offers
Use Social to Get Ahead of Service Issues by capturing and responding to posts
Offer Help a Click Away on your support site at the point of need
Humanize Web Self-Service with a Virtual Assistant that uses natural conversation

As journalist Robert Liparulo said, “Knowledge was like candy: you never turned it down, especially if you didn't have to work too hard to get it.” It’s right here. Listen, Learn and Lead.

B2B and B2C Commerce are alike… but a little different – Oracle Commerce named Leader in Forrester B2B Commerce Wave

We weren’t surprised to see Oracle Commerce positioned as a Leader in Forrester’s first Commerce Wave focused on B2B, released earlier this month. The reports validates much of what we’ve heard from our largest customers – the world’s largest distribution, manufacturing and high-tech customers who sell billions of dollars of goods and services to other businesses through their Web channels. More importantly, the report confirms something very important: B2B and B2C Commerce are alike… but a little different.

[Read More]

Tuesday Oct 22, 2013

Understanding When Social Interactions Should Be Resolved in Another Channel

Agents need to respond to customers’ social comments and questions quickly and in the right tone. But more importantly, they need to offer resolutions. Customers care most about how long it takes to find information rather than which channel they are using. [Read More]

Thursday Oct 17, 2013

Driving Growth through Smarter Selling

With the proliferation of social media and mobile technologies, the world of selling and buying has drastically changed, as buyers now have access to more information than they did in the past. In fact, studies have shown that buyers complete 60 percent of the buying process before they even engage with a salesperson. The old models of selling no longer work effectively; and the new way of selling is driven by customer insights. To succeed, sales need to be proactive, not reactive. They need to engage with the customer early, sometimes even before the customer’s needs are fully understood. In fact, the best sales reps prescribe a solution that the customer doesn't even know they need, often by leveraging social media to listen, engage and collaborate with peers. And they fully tap into the power of analytics and data to drive results.

 Let’s look at some stats regarding challenges facing sales today. According to recent studies, sales reps spend 78 percent of their time doing administrative things -- such as planning, searching for information, data entry -- and only 22 percent of the time actually selling. Furthermore, 40 percent of B2B sales reps miss their quota, and only 3 percent of companies can say with confidence that their forecasts are “always accurate.”

How do you drive growth in this modern day and age? It's not just getting your sales teams to work harder; it's helping them work smarter and providing them with a solution they want to use, on the device(s) they already know, giving them critical insights and tools to be more productive, increase win rates, and close deals faster.

Oracle Sales Cloud was designed to do exactly that. It enables smarter selling that allows reps to sell more, managers to know more, and companies to grow more.  Let’s face it—if all CRM solutions worked well, sales executives wouldn’t be having the same headaches as they had in the past.

Join Oracle’s Thomas Kurian and Doug Clemmans on Tuesday, October 22 as they explain:

• How today’s sales processes have rendered many CRM systems obsolete

• The secrets to smarter selling, leveraging mobile, social, and big data

• How Oracle Sales Cloud enables smarter selling—as proven by Oracle and its customers

Take the first step down the path toward smarter selling. With Oracle Sales Cloud, reps sell more, managers know more, and companies grow more.

Wednesday Oct 16, 2013

The Evolution of an Era: Customer Experience in Retail

Two New Studies Point to the Direction Retailers are Taking in their CX Initiatives. Is it the Right Direction?

The sheer velocity of change in retailing and customer behavior is forcing retailers to reinvigorate, expand and sharpen their vital Customer Experience (CX) strategies. Customers are becoming increasingly dynamic as they race to embrace the newest digital channels; shop in new ways on mobile devices, including smartphones and tablets, on the Web and in the store; share experiences socially; and interact with their preferred brands in new ways. Retailers are stepping up to their customers as they and their competitors create new modes of customer interaction. Underpinning these changes are vast quantities of customer data as customers flood digital channels and the social sphere.

The informed retailer must now understand what their priorities are and what they should be for the future. To better understand this, Tata Consultancy Services (TCS) and Oracle independently launched CX-focused surveys to uncover what retailing leadership found important today. By comparing the results of these two studies together, we can further discover new insights about the industry. Click here to download this informative white paper.

Wednesday Oct 09, 2013

Using Social Media Trends to Proactively Improve Internal Operations

Most businesses focus their social media activities around two goals: revenue generation from marketing activities and improving customer engagement and satisfaction by responding to social queries. However, they should also be using social data in real time to improve processes and agent performance.[Read More]

Friday Oct 04, 2013

10/17 Webcast: Get Mobile with Siebel for Field Service and Sales

No office? No network signal? It's not a problem with Siebel.

Watch our live Webcast on Thursday, October 17 and see how Oracle’s Siebel Mobile solutions transform mobile devices into powerful service and sales tools, using native capabilities within the devices to get information to field teams when and where they need it. Discover how you can:

  • Drive revenue with an always-on sales force
  • Simplify sales and service processes with easy-to-use mobile apps
  • Enhance the customer experience by delivering knowledge-infused services including installations, preventive maintenance, and repairs
  • Improve productivity with offline access to critical information

Register now!

Tuesday Oct 01, 2013

To Code or Not to Code? by Davin Fifield

A typical problem in an organization is how to automate complex and ever-changing policies while also ensuring those deployed policies are in compliance and consistent across all channels. 

In a recent IDC Link  Oracle offers Change “On the Fly” for Human Services Policies”,  (August 2013) Adelaide O’Brien, Research Director mentions “Health and Human Services organizations are currently looking for ways to redesign their programs, focusing on making the programs as efficient as possible while providing the greatest value to the recipient and provide better service for less money.”  If organizations think the best way is to code their policy rules, they should think again. Hard coding rules in a backend system causes organizations to lose the ability to respond to policy changes with ease and agility. And opens the door to non-compliance.

O’Brien adds, “By streamlining the automation of benefits by empowering users to develop and manage rules in natural language Word and Excel documents…government organizations will be able to decrease errors and training cost, improve the speed and quality of the process, provide timely decisions, eliminate benefit backlogs and prevent recurrence.”

So is there such a solution?  Yes, there is!

Oracle Policy Automation enables the organization’s policy owners, subject matter experts, even business users to easily capture, model, deploy and manage even the most complex policies.  Oracle Policy Automation goes even further by sharing policy rules across key stakeholders ensuring accurate interpretation, while also deploying them consistently across all communication channels!  This capability enables customers to choose their communicate channel and a time that is convenient for them.

Please visit Oracle Policy Automation for more information, including details of the new cloud edition.

Hail to the Chief ...

… the Chief Customer officer, that is. Even five years ago, this wasn’t a common title that I saw in companies. According to the Chief Customer Officer Council, Chief Customer Officers now exist at 46% of enterprises over $250 million. By the looks of it, the Chief Customer Officer is doing better at bridging differences than our political leaders today.

[Read More]

October 17th Webcast: B2B Commerce – What Industry Trendsetters Do Right

Thursday, October 17, 2013
8:30 a.m Pacific / 11:30 a.m Eastern / 5:30 p.m CET

The B2B e-commerce landscape is changing. In fact, according to Forrester, the B2B commerce marketplace is nearly 5 times larger than the B2C marketplace. Leading edge companies such as Carolina Biological Supply know this and have adapted.

Carolina Biological Supply has looked to Oracle and Oracle partners for commerce and JD Edwards product solutions that provide a clear business edge.

Join us for this thought provoking panel and hear how:
  •     B2B commerce is changing and what you should know.
  •     Market leaders are evolving successfully.
  •     Oracle solutions offer unique technology and capabilities that deliver results.

Webcast Panelists:

Chad Petersen
Director, eCommerce, Carolina Biological Supply Company

Andy Hoar
Sr. Analyst, eBusiness, Forrester Research

John Andrews
Vice President, Product Management, Oracle Commerce

Don’t miss this informative, lively discussion from B2B commerce industry thought leaders. And come ready with your questions for our panelists. Register Now.

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