Wednesday Apr 15, 2015
Wednesday Feb 11, 2015
Oracle Co-browse Recognized by Frost & Sullivan for Innovation and Product Leadership by Michelle Brusyo
By Tuula Fai on Feb 11, 2015
On January 14, 2015, Frost & Sullivan presented the Oracle Co-browse team with the 2014 North American Co-browsing Applications Product Leadership Award at an awards gala closing out the Innovate the Way You Innovate event in San Diego, CA.
Accepting the award on behalf of Oracle, Igor Khalatian remarked that 2014 was an exciting year for co-browse technology. LiveLOOK, the company he founded in 2008, was acquired by Oracle with co-browse becoming an important feature of the Oracle Service Cloud solution. The product itself was re-imagined, completely changing the way that businesses can provide live help to online and mobile customers. Oracle Co-browse was designed to be fast and easy-to-use, while addressing the privacy and security concerns of enterprise organizations and supporting the wide range of evolving use cases for screen sharing during a service interaction. The ability to securely co-browse any combination of web, mobile and desktop content is unique to Oracle Co-browse, as is its ability to handle any type of rich web media, including responsive design. This feature, called TrueView, is one of the main reasons Frost & Sullivan recognized Oracle as the leader in co-browsing technology.
It is exciting to receive this award from Frost & Sullivan, validating that Oracle’s Co-browse solution is meeting an important business need to provide efficient, personalized service to online and mobile customers.
If you’re looking for more information about how Oracle Co-browse compares to screen sharing and HTML-based co-browsing solutions, this outline goes through the differences in detail. Also check out the full report from Frost & Sullivan outlining the industry challenges that the Oracle Service Cloud addresses with its leading Co-browse solution here.
Scott Seebauer, Michelle Brusyo and Igor Khalatian of Oracle accept the Frost & Sullivan award for innovation in co-browse technology January 14, 2015.
Tuesday Oct 21, 2014
By Tuula Fai on Oct 21, 2014
- Better service at lower cost
- Greater ease attracting and keeping customers
- Larger profits in your contact center
JP is responsible for evangelizing Oracle Customer Experience (CX) product strategyand leading its go-to-market programs. He has been helping organizations deliver better customer experiences for two decades.
Tom Cloos, Senior Director, Client Success at Oracle
Tuesday Aug 19, 2014
By Tuula Fai on Aug 19, 2014
"Mediocrity is the new horrible in customer service." — Blair McHaney, President/CEO, Gold's Gym
Almost everyone knows that customers' expectations have risen. But, after listening to two days of presentations at CRM Evolution, I think it’s more accurate to say that customers' expectations have skyrocketed. Fortunately, most companies have gotten the message and are taking their customer service to a higher level. For those who've been hesitant to 'boldly go where their customer service organization has not gone before,' take heart. I’ve got some statistics that will encourage you to take those first few steps.
Why should I change?
- By engaging customers online, ancestry.com achieved a 99.5% customer satisfaction score (CSAT) while improving retention and saving millions on greater efficiency, including a 38%-50% drop in inbound calls and emails.1
- By empowering employees to delight customers, Gold’s Gym achieved a 77.5% Net Promoter Score (NPS) and 22% customer churn rate. No small feat when you consider the industry averages are 40% NPS and 45% churn.2
- By adapting quickly to social media, brands like Verizon have benefited from social community members spending 2.5x-10x more than average customers.3
‘The fierce urgency of now’ is upon us in customer service. You can take your customer service to a higher level! To find out more, click here.
CRM Evolution Customer Service Experience Footnotes:
*Arvindh Balakrishnan, Vice President, CX and CRM Applications Business Group, Is Your Customer Service Modern?
*Blair McHaney, President/CEO, Gold's Gym, Wire Your Organization with Customer Feedback
*Becky Carroll, Associate Partner, Cloud Strategy and Solutions, IBM, The Power of Communities for Improving the Service Experience and Building Advocates
Friday Jul 11, 2014
CX Cloud Summer Soiree Friday, August 1 from 1-5 pm at the Columbia Yacht Club in Chicago by John Kariotis
By Tuula Fai on Jul 11, 2014
Many businesses are still organized and operate as they did before cloud, before social, before mobile, before big data and analytics arrived. Imagine for a moment what your business would be like if it these technologies were native to your business operations and not an afterthought.
- How would you re-envision your business model?
- How would you re-envision your infrastructure, processes, decisions and experiences?
- How would you re-envision your products and services?
Join us at the AmberLeaf and Oracle CX Summer Soiree and explore new possibilities and opportunities for your business. Gain insight from a number of current clients and thought leaders in keynotes offering unique perspectives in a unique environment.
- Oracle’s vision for Customer Experience in the Cloud
- Improving service solutions through cross-channel interactions
- Take a knowledge-driven approach to serving customer needs
- How the integrated Customer Experience Cloud service solutions complement back-office ERP operations
- Convergence of the Marketing and Service Clouds by automating how to maximize service interactions and marketing effectiveness
- How to take control of your Social Cloud to transform your service operations
- How to gain efficiency and improved returns on your CX investments
On the shores of Lake Michigan you will experience several educational and interactive discussions on the bow, on the aft deck, and on the forward deck of Columbia Yacht Club. Each session will be followed by Columbia’s Sommelier hosting a wine tasting set to the theme of ‘America Cup II’ between California and New Zealand.
We will clear the clouds by sampling different wines of each region while learning about Oracle CX solutions. Each tasting will be voted on which country had the best wine so you can determine who wins the next America’s Cup!
The Oracle CX Summer Soiree will allow you to collaborate with peers, industry leaders, Oracle experts and AmberLeaf to share ideas and stories.
Register for the AmberLeaf and Oracle CX Summer Soiree on August 1 from 1:00 – 5:00 PM CDT
Thursday Jul 10, 2014
By Tony Berk on Jul 10, 2014
Make it easy for customers to engage
Barry Lieberman is Chief Customer Care Officer at Q-See, a global leader in providing advanced surveillance solutions for homes and small businesses. In response to our topic question, Barry shared: "Modern customer service to me is offering service to the customer where they want to be serviced". Barry suggests being proactive and deliver consistent, outstanding service on every channel. [Read More]
Thursday Jun 05, 2014
By Tuula Fai on Jun 05, 2014
Related blogs: Oracle Service Cloud Feb 2014
Friday May 16, 2014
By Tuula Fai on May 16, 2014
In the case of “What makes the experience” It's the age old question… which came first? The chicken? or the egg? There is a strong vote for the chicken (being the customer), as they squawk the loudest (especially on Social), but within the contact center, there is strong evidence that it was the egg (being the agent).
A Modern Customer Service organization is one that understands the importance of the Agent Experience as it relates to your customer’s experience. A modern organization knows that its support agents must be more than a pretty smile on an empty box, or a handshake at an open door, or a hallmark welcome greeting… Modern Customer Service agents curate engagements that result in lasting and profitable relationships with their customers.
The customers experience is frequently defined by how engaged the customer feels an agent is during an interaction – not just whether they were polite, but also whether they were trying to help. And there is a direct correlation between how engaged agents are, and how empowered they feel they in their jobs. A Modern Customer Service organization is one that improves its customer results by investing in the needs of its agents’ experiences. Empowering them with the tools that make it easy for them to be efficient and effective.
To know how well you are doing on delivering a great agent experience, don't just look at CSAT reports (although they can be a good indicator).
Start by asking your agents:
Are you being connected with customers that you can serve effectively?
How effective is that connection so the customer isn’t frustrated by the time they engage?
Once engaged do they have access to the information needed to solve the issue?
How many systems do they have to log into, search and reconcile conflicting information?
How many process scripts, cheat sheets and memos do they have to manage and memorize to navigate the engagement?
If they see an issue with your system/process during the interaction, can they apply/request a change?
How long does it usually take to have the change applied?
And, how many engagements will they have to handle without that change?
- Your most seasoned agents: are your most valuable assets as they are the sherpas of your processes, saviors of your customers and the spirit of your brand. They must be empowered for greatness. Honor their time to save your brand.
- Your average agents: are your building blocks for change, whose systematic rhythm can deliver the highest return on efficiencies. They must be empowered for consistency. Listen to their pains to save money.
- Your most junior agents: are your future, with an untarnished view on how you can improve to get ahead. They must be empowered for success. Leverage their passion and their fresh perspective for change.
By exploring the needs of each agent segment, you can understand how to apply technology to improve their experience:
The Experienced Agent: “Don’t waste my time!”
Your most experienced agents should be strictly focused on your most serious/complicated issues, and/or your highest value customers. Having your most valuable agents handle questions that could be addressed through an FAQ, or a newer agent wastes money and time. By setting up the correct routing rules, you can ensure that your experienced agents are focused on the right issues and most valuable customers –handling only exceptions for overflow assistance when required. With the right solution, it is possible to automate the configuration and management of routing rules which match the right customers with the right agents, based on many factors beyond customer problem and agent skill. Configure rules based on availability, learned experience, language, time zone, county, wait times, customer value, etc.
The Average Agent: “It’s not my fault!”
How many times have your agents picked up a call, provided their most friendly greeting, only to have been immediately yelled at by a customer? Your agent has to spend time calming the customer down, rather than assisting them with the real issue. Call Center agents go through this many times a day, and it can be a demotivating and costly occurrence to your efficiency and effectiveness metrics. Do these sound all too familiar?
- “I have been transferred 3 times, and you keep asking the same questions!”
- “I don’t have time to call you! Why can’t I just do this online?"
- “I just spent an hour trying to navigate your web site, only to get no answer, and now you want to CHAT?!
- “Do you know who I am on Social? You will regret keeping me waiting for my email response!”
- “I have been a great customer of yours for many years – doesn't that count for something?!”
Multi-Channel / Cross-Channel Customer Service platforms can help you avoid this circle of frustration. Capabilities like proactive chat, email automation, virtual assistance, click-to-call, click-to-call back, experience routing rules, mobile templates, and social response allow your customers reach out to you on the channel/device that works best for them right when they need help. Or they can switch channels and devices when they need too, seamlessly. And when your customers do reach out to you, you can keep track of all their interactions, regardless of channel, providing you with deeper insights on channel, device and interaction behavior for optimizing their contact flows to avoid FCF (First Contact Frustration), and improve FCR (First Contact Resolution).
The New Agent: “There’s gotta be a better way!”
Your new agent just started and is excited to do well in his/her new role. S/he had some hands-on training with an experienced agent, got a memorized script to follow, a notebook with system logins to use, an earmarked manual with policies to follow, and is set to start handling low-level support incidents in those already flooded channels. As you finish the agent’s training, the song “Will they stay, or will they go?” plays in your head because you know the experience the agent is about to go through will either make or break ‘em. But, you did all you could, so if something goes wrong: the customers? A necessary casualty. The complaints? Teething pains. The ideas for change? A no go. Given time, they will learn the old ways are best!
This is another scenario that can be easily remedied with a Modern Contact Center, which is capable of unifying all the systems to a single login to a centralized agent desktop. The desktop can be pre-configured with views and guides that simplify the learning curve and walk agents through step-by-step processes, which are traceable down to each interaction and engagement across every channel.
A centralized knowledge base gives agents access to all public and internal knowledge at their fingertips, placing scripts inside of tools that can be applied easily. These tools, combined with a unified customer record drawn from any source master system of record (or external social site), equip your new agent to have relevant engagements, which help them improve customer experience from day one.
By understanding the needs of your agents—and empowering them with the right tools, knowledge and insights to better serve customers—you can easily make their jobs more engaging, their performance more effective, and their time more efficient. The Oracle Service Cloud empowers agents to meet today’s customer expectations and become a valued part of the Modern Customer Service Organization.
Tuesday Apr 08, 2014
3 Secrets to Innovation...and why we believe we were were recognized by an independent analyst firm By David Vap
By Tony Berk on Apr 08, 2014
Innovation starts with seeing things differently than others. It starts with looking at a problem, and finding a way to dramatically change for the better.
Benjamin Franklin knew that. Ben wasn’t just a great visionary, he was a practical experimenter. He focused on needs—such as saving lives—when he invented the lightning rod. He understood the complex nature of electricity, and transformed that knowledge into a real, practical solution that helped everyone. He said it best, “well done is better than well said.”
That’s why Benjamin Franklin inspires us. While our innovation focus is a little different, we value connecting the dots between seeing a possibility and doing something about it. Customer Service is mission critical, and it’s hard to do really well. Real people are impacted every day when they can’t get their needs met – from the serious to the whimsical. From the need to know when your medication shipment arrives at your house to returning that shirt that was a size too small.
Our 3 secrets of innovation? 1) Focus on making what’s hard simple. 2) Solve real problems for real people. 3) Don’t just spin a good vision. Do something about it.[Read More]
Monday Feb 24, 2014
By Tuula Fai on Feb 24, 2014
Time REALLY is money. You’re making money or losing it. Customers will either buy from you again, or they won’t. On average, seventy-one percent of consumers surveyed agree: "Valuing my time is the most important thing a company can do to provide me with good customer service."1 So for consumers and for businesses, the "Is the juice worth the squeeze?" question comes down to how much juice (value) you deliver from how much squeeze (effort). You will pay a high cost in terms of relationships, reputation, performance and profits on slow, fragmented and inconsistent customer service.
If your organization seeks to provide great customer experiences, making your service processes faster and simpler is a good place to focus your efforts. The February 2014 release of Oracle Service Cloud provides a variety of enhancements that will help you streamline your customer experiences. Here are just a few highlights from the release.
1. Understand and Route Based on Customer Needs FASTER
Oracle Virtual Assistant Cloud Service is an online concierge made up of a combination of products designed to take complexity out of the online experiences by using human-like conversational language capabilities that truly understand human speak and predict human intent. New interface extensions in the latest release enable Virtual Assistant to draw on customer profile and interaction history, providing a more personalized experience and a streamlined dialog since it asks for data only when it is needed. The latest release is also enhanced with feedback reporting to help you understand the performance of Virtual Assistant in the service process. With the ability to drill-down to specific comments in poorly rated interactions, you can identify weaknesses and take corrective action to improve them.
2. Handle Complex Self-Service and Agent-Assisted Resolutions SMOOTHLY
For organizations seeking to automate business policies, Policy Automation provides the ability to quickly transform complex customer interactions through personalized, consistent, and transparent advice across channels. In this latest release, Policy Automation further streamlines the customer interview process for both customers and agents with new calendar controls and tabular data entry. Customer Service Agents are now better equipped to handle customer interactions with support for sub-interviews that follow the natural flow of the customer interaction. Additionally, the information captured in the interview and the results can be saved back to the incident for historical tracking purposes. And, you can expand the reach of these dynamic customer interviews to more customers with support for more languages – Danish, Norwegian, Swedish, Portuguese, Japanese, and Italian.
3. Deliver Timely Agent Assisted Responses CONSISTENTLY
In today’s world of anywhere, anytime service, customers often expect customer service agents to respond to customer issues on the spot. With Oracle Service Cloud’s Mobile Agent App, roaming customer support agents and managers can access their contact center information "on the go," increasing productivity and customer responsiveness. This latest release allows you to tailor your mobile application in order to streamline access to the information needed to resolve the customer issue. Full support for Custom Objects provides mobile access to important information that’s unique to your customer service processes. Mobile workspaces are enhanced with new controls, allowing you to embed analytics, integrate with external Websites, and display SmartSense controls in the workspaces. And, lastly, the Mobile Agent App allows agents to upload pictures from their iPhone camera and photo roll to objects that support attachments, further increasing the agents’ ability to troubleshoot and respond rapidly.
For more information on these high-value features, please watch the Oracle Service Cloud – February 2014 Release Overview video, or read the Oracle Service Cloud – February 2014 Capabilities and Benefits data sheet.
1 Source: Understand Communication Channel Needs To Craft Your Customer Service Strategy, Kate Leggett, Forrester Research Inc, March 11, 2013
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