Wednesday Jan 09, 2013

Webcast: Connect Your Online Customer Experience with Oracle Commerce and Oracle WebCenter

January 17, 2013 at 10 a.m. PT / 1 p.m. ET

Are you providing your customers with the best possible browsing, shopping and search experiences across all your marketing and commerce websites? Successful organizations must deliver an engaging online experience that is personalized, interactive and consistent across all phases of the customer journey from research to selection to support and follow on purchases. This requires a new approach that connects and optimizes all customer touch points.

Attend this webcast to learn how you can enable a more engaging online customer experience by combining Oracle WebCenter Sites with Oracle ATG Commerce and Oracle Endeca. With Oracle WebCenter Sites you can:

  • Unify the online customer experience by bringing together best-in-class web experience management, Commerce, and faceted search capabilities
  • Encourage social interaction by incorporating ratings, comments, reviews and social sharing capabilities into your web presence
  • More easily ingest content feeds from your suppliers and simplify the management of high volumes of detailed product information

Click here to register for this exciting webcast.

Monday Feb 27, 2012

Measuring Search Success – not as easy as you might think.

When you implement a new process, tool, environment, etc. you generally want to know that you are making things better. How you measure success can be complicated and many times inaccurate. The success of a web self service site is largely impacted by the success of the search engine you choose to deploy.

 Hopefully your main driver for building a web self help site was to provide faster more accurate and consistent solutions to your customers’ issues. A side benefit of a good wed self help site is that many calls are deflected from the contact center agents. Although it may be obvious that case deflection is occurring, putting an exact number on deflection can be difficult and dangerous.

 The below white paper gives you some insight as to how to measure the success of your search engine and how that relates to case deflection, if there is any relationship at all.

Measuring Search Success and Understanding Its Relationship to Call Deflection

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