Thursday Mar 19, 2015
Monday Sep 22, 2014
Do your customers know more than your agents? Shift the equation with this webcast Thurs., Sept. 25 at 2 pm ET featuring Amberleaf
By Tuula Fai on Sep 22, 2014
Have you ever called a contact center and known more about the company’s products and services than the agent? Or been bounced around to several different agents before you got the right answer?
That’s a recipe for customer service disaster. Don’t let that happen to your organization.
Over the last 15 years, John has helped hundreds of companies transform their contact centers into modern customer service organizations.
He’ll share customer success stories – and pitfalls to watch out for – so you can accelerate your own success.
Friday Sep 13, 2013
Four Ways to Deliver Better Customer Service with Integrated Knowledge Management and CRM By JP Saunders
By Tuula Fai on Sep 13, 2013
CRM solutions without integrated knowledge management suffer from a number of limitations. They don’t enable customers to become more self-sufficient or foster a community that can generate its own answers. They lack the centralized intelligence needed to deliver innovation and consumer-driven interactions, so support agents can’t learn, serve, or collaborate as effectively as their jobs require. And, they lack the analytical insights customer service organizations require to truly understand customer needs, making it difficult to optimize answers and, ultimately, the customer experience.
Here are 4 ways that integrated knowledge management and CRM can deliver better customer experiences:
- Increase first call resolution – The most important aspect of a satisfying customer experience with a contact center is getting a representative who can meet all the customer’s needs—without having to forward inquiries to other representatives. Integrated knowledge management pulls answers from across organizational silos and puts it at the agent’s fingertips--without having to leave their CRM application.
- Increase self-service – Many customers prefer to serve themselves. They want to find the answer quickly and easily without requiring escalation to the contact center. With integrated knowledge management, you can empower your customers to easily help themselves. But, you can also seamlessly transfer to assisted service with the context of their self-service interaction, if it becomes necessary.
- Build your knowledgebase – The foundation of providing quick and easy answers is to build out a robust knowledge base. However, cumbersome navigation to create solutions can be a barrier to building your knowledge base. When knowledge is integrated with CRM, you can easily create knowledge solutions directly from service cases so that it’s available for the next customer or agent to use.
- Learn and improve your service – Integrated knowledge allows you to understand customer usage and service issues – most common searches, percentage of cases resolved with knowledge, solutions used the most, etc. in order to improve your customer experience. Armed with this understanding, you can identify actions that will increase search accuracy or, better yet, address root causes that eliminate the need to search at all.
The World’s leading Knowledge Management solution, Oracle Knowledge, now enhances the Oracle RightNow Cloud Service capabilities with expanded search capabilities, deeper language understanding, business intelligent analytics, support for more content types, languages, and much more. Now available in the Oracle RightNow Agent Desktop and Customer Portal, this integration provides agents with the ability to accurately assist customers with finding the right answer at the right time.
For more information on these high-value features, please watch the Oracle RightNow Cloud Service – August 2013 Release Overview or read the Oracle RightNow Cloud Service – August 2013 Capabilities and Benefits. You can also attend the Integrating Knowledge Management into CRM Applications session at OpenWorld.
Thursday Aug 29, 2013
Oracle RightNow Cloud Service August 2013 Release - Leveraging the Power of Oracle’s Best-of-Breed CX Suite! By JP Saunders
By Tuula Fai on Aug 29, 2013
The August 2013 release of Oracle RightNow Cloud Service gets super charged by Oracle’s CX portfolio with best-of-breed commerce, automated entitlement management and enterprise knowledge capabilities to empower people across all channels of interaction throughout the lifecycle journey with the brand.
Streamline Online Sales
Oracle RightNow Cloud Service seamlessly blends the power of commerce into its Agent Desktop to help contact center staff deliver relevant, proactive cross- and upsell offer in real time during successful customer service engagements. This powerful combination of Oracle RightNow Service Cloud and Oracle ATG Web Commerce empowers customer service professionals to rapidly identify and resolve issues within the buying and supporting lifecycle, across all channels of interactions. Customers can now get timely, relevant and consistent assistance with completing an order, adding related items to their shopping carts, upgrading or renewing services, as well as effective support with what they purchase--all from a single agent interaction in chat, social, phone, mobile or Web.
Make Complex Decisions Instantly and Consistently
This release extends the power of automating entitlement management to the Agent Desktop. With Oracle Policy Automation tools now available to service agents, they’re able to instantly get assistance with complex decisions leveraging existing contextual case data. And, those decisions will be consistent with the guidance that a customer receives through self-service on the Web. So regardless of channel or interaction choice, your customers’ service experience is not only efficient but also consistent, personalized and intuitive.
Now any business can do what some of the World largest online brands are doing! Businesses that require the ability to connect content silos or to consistently and accurately federate knowledge across their enterprise can now power up their Oracle RightNow solution by leveraging the Oracle Knowledge adapter. The World’s leading Knowledge Management solution, Oracle Knowledge, augments Oracle RightNow Cloud Service knowledge capabilities with deeper language technologies, business intelligence analytics, more support content types, languages and more… Now available in the Oracle RightNow Agent Desktop, this integration provides agents with the ability to accurately assist customers with finding the right answer at the right time.
For more information on these high-value features, please watch the Oracle RightNow Cloud Service – August 2013 Release Overview or read the Oracle RightNow Cloud Service – August 2013 Capabilities and Benefits.
Tuesday Aug 27, 2013
Wednesday Aug 21, 2013
By Tuula Fai on Aug 21, 2013
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.
Tuesday Aug 20, 2013
Monday Aug 19, 2013
By Tuula Fai on Aug 19, 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.
Wednesday Aug 14, 2013
By Michael Hylton on Aug 14, 2013
In the fast-paced world of the connected consumer, expectations run high. Every time customers interact with a company, they want a positive, relevant, and personalized experience. If they don’t get it, today’s empowered customers won’t hesitate to leave. Yet many companies can’t deliver great personal experiences to their customers because they are struggling with siloed information systems and processes that fail to provide complete and accurate data to sales, support, and marketing teams.
In the new white paper by Harvard Business Review Analytic Services, “Delivering on the Promise of Great Customer Experiences,” learn from several forward-thinking organizations—in industries ranging from travel to telecommunications—how to use Master Data Management (MDM) to collect and integrate all types of internal and external data and create the consistent, connected, and personalized experiences that customers want. Oracle Master Data Management offers the most complete product line on the market, enabling organizations to cleanse, centralize, and govern to create a “master” version of customer and business data—and the foundation for an improved customer experience strategy. Find out how your organization can enrich the customer experience.
For more information on Master Data Management, visit us on oracle.com - www.oracle.com/mdm.
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