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...
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...
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...
By Christine Viera, VP CXApplications at Oracle … the ChiefCustomer officer, that is. Even five years ago, this wasn’t a common title thatI saw in companies....
By Christine Viera, VP CXApplications at Oracle … the ChiefCustomer officer, that is. Even five years ago, this wasn’t a common title thatI saw in companies. According to the ChiefCustomer Officer Council, Chief Customer Officers now exist at 46% ofenterprises over $250 million. By the looks of it, the Chief Customer Officeris doing better at bridging differences than our political leaders today. Here’ssomething the U.S. Congress can agree on! As a nation, we recognize...
By Christine Viera, VP CXApplications at Oracle … the ChiefCustomer officer, that is. Even five years ago, this wasn’t a common title thatI saw in companies. According to the ChiefCustomer...
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...
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 experienceGraca has built a social support community with volunteer...
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...
CX @ OpenWorld September 22-26, 2013 | San FranciscoThe imperative of being a CX (customer experience)/CRM leader is clear to most organizations. However, the...
CX @ OpenWorld September 22-26, 2013 | San FranciscoThe imperative of being a CX (customer experience)/CRM leader is clear to most organizations. However, the path to achieving this is not. CX @ OpenWorld will deliver a combination of strategy and technology sessions, mini-presentations, interactive journey mapping workshops, and demonstrations—to help you deliver on your CX/CRM initiatives. You will also discover how Oracle technologies can support your business with both...
CX @ OpenWorld September 22-26, 2013 | San FranciscoThe imperative of being a CX (customer experience)/CRM leader is clear to most organizations. However, the path to achieving this is not. CX...
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...
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...
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...
Oracle held CloudWorld yesterday in New York City. Youdidn’t have to look far to see how important the cloud is to everyday life.It’s Spring Break for many...
Oracle held CloudWorld yesterday in New York City. Youdidn’t have to look far to see how important the cloud is to everyday life.It’s Spring Break for many schools across the U.S., and teens and tweensflocked to the Big Apple with their parents. It was hard to not to run into oneof these young tourists, as they all seemed to be walking and using asmartphone at the same time. I wonder if they were all thinking, “Wow, thecloud makes it possible for me to be social and mobile at...
Oracle held CloudWorld yesterday in New York City. Youdidn’t have to look far to see how important the cloud is to everyday life.It’s Spring Break for many schools across the U.S., and teens...
I’m not goingto spend any more real estate than needed on this—social media is big. Facebookhit the Billion user mark in October, that’s 1 out of every 7 humans...
I’m not goingto spend any more real estate than needed on this—social media is big. Facebookhit the Billion user mark in October, that’s 1 out of every 7 humans on theplanet. This past Summer (in the Northern hemisphere) Twitter passed the 400 Million Tweet/day mark. Thelist of social properties and data points goes on and on. With socialyour customer, prospect, or constituent has pervasive access—through mobile—toa global audience, the ability to influence friends, friends...
I’m not goingto spend any more real estate than needed on this—social media is big. Facebookhit the Billion user mark in October, that’s 1 out of every 7 humans on theplanet. This past Summer (in the...
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...
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...
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...
According to recent studies by Sirius Decisions and the CEB, 70% of the consumer buying journey is complete before a salesperson becomes involved. Business...
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...
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...
