Wednesday Aug 21, 2013

Cross-channel Service: Is Voice Going Away? by JP Saunders

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 frequently used customer service channel, and its usage is relatively consistent over time and across generations. This shows that customers are not abandoning the traditional customer service channels in favor of newer ones but are increasing the total number of channels they use when interacting with companies.”1

So the voice channel remains as strong as ever, as are the customer’s expectations to seamlessly traverse into that channel from online channels. 

If you’re interested in how to provide robust voice and cross-channel capabilities as part of your service solution at lower cost and risk, you won’t want to miss these Avaya sessions at Oracle OpenWorld, September 22-26, 2013, in San Francisco. Avaya, a long-time leader in Contact Center technology, has an exciting announcement to make pertaining to the close partnership it has with the Oracle RightNow Cloud Service product. 

·         Enabling Oracle CRM Platforms Through Avaya Technology

·         Oracle Service Vision and Roadmap

1Understand Communication Channel Needs To Craft Your Customer Service Strategy, Forrester Research, Inc., Kate Leggett, March 11, 2013

Monday Aug 12, 2013

Webcast: How Dell Leverages Big Data to Improve the Customer Experience

The Economist Intelligence Unit recently investigated how successful companies use big data to transform the customer experience. Join us for an Oracle webcast in association with Intel® to learn how top-performing organizations, including Dell Inc.’s Global Demand and CRM Center, are harnessing big data to understand better their customers and their business. The webcast is on Wednesday, August 14, 10-11 AM Pacific / 6-7 PM London.

You’ll learn how Dell leaders are:
  • Focusing on data-driven approaches to meet business objectives
  • Fostering a culture of customer insights through leadership and collaboration
  • Innovating customer interactions, marketing, and sales through automation

Tuesday Aug 06, 2013

Expand the Siebel User Experience onto the Newest Devices

A friend works for a well known financial services company that uses Siebel CRM. I asked how he likes using Siebel. He said that it works great. However, he wishes that he could use it on an iPad.  Well, I have good news for him and good news for you. Now, you can.

Learn more about how to expand the Siebel user experience in our webcast on June 15, 8:30 AM Pacific / 4:30 PM Paris CEST. While you are at it, register for future Siebel webcasts about customer service, mobile and social sales and service, and other informative topics.

Friday Jul 12, 2013

How Siebel Solves the Next Generation of Business Challenges

Keeping up with technological changes and increasing customer demands is challenging. The latest innovations in Oracle's Siebel CRM help you increase your competitive advantages. Watch this informative replay of our June Oracle Siebel CRM Webcast to discover how you can:

    • Enhance productivity and efficiency with new usability features
    • Understand your customers with new social media capabilities
    • Increase customer engagement with new mobile solutions
    • Deliver superior customer experiences

Monday Jun 10, 2013

Learn About Siebel CRM's Bright Future

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
  • Service and sell via mobile solutions to meet new customer demands
  • Deliver outstanding customer experiences every single time

Register now for our live Webcast on Thursday, June 13!

Tuesday May 21, 2013

June 13 Webcast - Siebel: Solving the Next Generation of Business Challenges

Today’s customers are social, mobile, and more demanding than ever before. That’s why Oracle continues to add new capabilities to Siebel CRM – helping you keep pace with rapid technological change and growing customer expectations.

Register now for our live Webcast on Thursday, June 13 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
  • Service and sell via mobile solutions to meet new customer demands
  • Deliver outstanding customer experiences every single time
Don’t miss this chance to see how you can solve the next generation of sales and service challenges!

Friday Mar 08, 2013

Right Answer, Right Time, Right Channel = Right Customer Strategy By Lynn Barnhart

How do you provide your customers with the right answers at the right time when they have a service issue?  When should you guide them to find the answers themselves and when should you step in and lead them to a call center agent for answers?  Why is any of this important?

Let’s answer the last question first.  Great customer service can be the true differentiator between you and your competitors. It is a differentiator for getting and keeping more customers.  In today’s 24/7/365 multi-channel, digital world, you have to have an integrated approach and be armed with tools and resources to resolve customer service issues quickly and efficiently.

And, you can’t just resolve the issue, you need to personalize the service and provide it through the customer’s channel of choice.  If the resolution is through an agent, that agent must have knowledge of the customer’s current issue and their relationship history with your company. That’s the only way to proactively offer the right answer to that customer. 

What are best practices for delivering the right answer at the right time?  Why not start with a guidebook from Nucleus Research with insights into enabling agents to deliver the right answer at the right time with 5 best practices for empowering your call center with a multi-channel approach . 

What results should I expect and what are other companies experiencing? Take a look at the business results from Aberdeen’s multi-channel contact center report, or how Compassion UK is increasing income 30%, or how Big Fish Games improved ROI by 1404% in 18 months.

Get free access to different tools and resources for delivering the right answer at the right time by leveraging your contact center or web self- service. 

Sunday Jan 06, 2013

Webcast: The Right Information to the Right People at the Right Time

Live Webcast: The Right Information to the Right People at the Right Time

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 help you:

  • Drive brand loyalty with a dramatically improved customer experience
  • Increase productivity by empowering agents with up-to-date collective insights
  • Lower service costs by reducing interaction times
  • Provide consistent multichannel service by sharing information across the enterprise

Don’t miss this opportunity to discover how you can maximize productivity, increase customer satisfaction, and reduce costs. Click on ‘Register Now’ to secure your place.

Register Now

Live Webcast:
The Right Information to the Right People at the Right Time

Date:
Thursday, January 17, 2013

Time:
11:00 a.m. PT / 2:00 p.m. ET

 

Oracle Customer Experience

For more information on Oracle's Knowledge Management solutions, please visit our website, or contact a representative at (866) 630-7669.

 

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