Monday Aug 19, 2013

Become a part of your customer's life at CRM Evolution 2013

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 processes

Being There—improving the top five contact points that matter most to customers

  • Example: WestJet empowers its frontline staff to give ‘honored guests’ the best experience possible

Apologizing Well—responding quickly and humbly to solve problems

  • Example: Southwest sends apology letters offering discount coupons to fly again.  

Oracle’s very own Matt Kresch, Principal Product Strategy Director, spoke about the Modern Contact Center. To be ‘modern,’ your service organization must be able to carry on a seamless conversation with the customer across channels. A unified agent desktop—that brings all the customer information and engagement tools together on one screen—makes this possible.

Tuesday May 01, 2012

The Call Center Expo, Seattle, May 8-9

Oracle is proud to be a Platinum sponsor of the ICMI's Annual Call Center Exposition taking place May 8-9, 2012 in Seattle, WA – "The Global Gathering for the Contact Center Community." Visit Oracle in booth #505 to learn more about Oracle RightNow Web Experience, Oracle RightNow Contact Center Experience, Oracle RightNow Social Experience and Oracle Social Network, Oracle Knowledge Management, Siebel Field Service, Siebel Warranty Management, and Desktop Virtualization.

Also, don't miss this important Oracle-led education session: YOU and the CUSTOMER – The Winners are Defined by Great Customer Experience, featuring Brian Curran, Vice President, Oracle Customer Experience Strategy, Wednesday, May 9th from 10:15 a.m. - 11:00 a.m. Brian will explain why leading companies are investing in customer experience (CX) solutions that enrich all interactions between a customer and your company. He will discuss how CRM, Service, and Commerce solutions can be combined to create a great customer experience which accelerates new customer acquisitionmaximizing customer retention, improving operational efficiency and increasing total sales.

For more information or to register for the conference please click here.

Monday Mar 12, 2012

Measuring Social Customer Service In The Contact Center

The emerging area of “social care,” which can be defined as the efforts employees make through social media to care for customers, is becoming a  reality of day-to-day business operations for many companies.  While many organizations recognize the tremendous opportunity for customer service with the adoption of social media, most are struggling to assess the qualitative and quantitative value of their social care efforts.

In response, TELUS International, in partnership with Oracle Corporation and Kenna Inc., has released a study entitled Social Care Metrics & ROI that outlines key performance indicators (KPI’s) and methods of calculating social customer service ROI.

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