Saturday Sep 25, 2010
Friday Mar 26, 2010
By John Brunswick on Mar 26, 2010
I am not sure about most people, but I really dislike automated call center routing systems. They are impersonal and convey a sense that the company I am dealing with does not see the value of providing customer service that increases positive perception of their brand. By the time I am connected with a live support representative I am actually more frustrated than before I originally dialed. Each time a company interacts with its customers or prospects there is an opportunity to enhance that relationship. Technical enablers like call center routing systems can be a double edged sword - providing process efficiencies, but removing the human context of some interactions that can build a lot of long term value and create substantial repeat business. Certain web systems, available through "chat with a representative" now links on some web sites, provide a quick and easy way to get in touch with someone and cut down on help desk calls, but miss the opportunity to deliver an even more personal experience to customers and prospects. As more and more users head to the web for self-service and product information, the quality of this interaction becomes critical to supporting a company's brand image and viability. It takes very little effort to go a step further and elevate customer experience, without adding significant cost through social enterprise software technologies. Enterprise Social Networking Social networking technologies have slowly gained footholds in the enterprise, evolving from something that people may have been simply curious about, to tools that have started to provide tangible value in the enterprise. Much like instant messaging, once considered a toy in the enterprise, expertise search, blogs as communications tools, wikis for tacit knowledge sharing are all seeing adoption in a way that is directly applicable to the business and quickly adding value. So where does social networking come in when trying to enhance customer experience?[Read More]
Friday Aug 21, 2009
Enterprise 2.0 and Content Management
- This blog is now closed.
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- WebCenter - Exposing Twitter Data in an ADF WSRP2 Portlet
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- Social BPM - Benefits & Getting Started
- Getting Started with Site Studio for External Applications (SSXA)
- Site Studio Mobile Example - WCM Reuse
- WebCenter .NET Accelerator - Microsoft SharePoint Data via WSRP
- WebCenter 11g UI Examples