Monday Oct 29, 2012

ORACLE RIGHTNOW DYNAMIC AGENT DESKTOP CLOUD SERVICE - Putting the Dynamite into Dynamic Agent Desktop

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There’s a mountain of evidence to prove that a great contact centre experience results in happy, profitable and loyal customers. The very best Contact Centres are those with high first contact resolution, customer satisfaction and agent productivity. But how many companies really believe they are the best? And how many believe that they can be?

We know that with the right tools, companies can aspire to greatness – and achieve it. Core to this is ensuring their agents have the best tools that give them the right information at the right time, so they can focus on the customer and provide a personalised, professional and efficient service.

Today there are multiple channels through which customers can communicate with you; phone, web, chat, social to name a few but regardless of how they communicate, customers expect a seamless, quality experience. Most contact centre agents need to switch between lots of different systems to locate the right information. This hampers their productivity, frustrates both the agent and the customer and increases call handling times. With this in mind, Oracle RightNow has designed and refined a suite of add-ins to optimize the Agent Desktop. Each is designed to simplify and adapt the agent experience for any given situation and unify the customer experience across your media channels.

Let’s take a brief look at some of the most useful tools available and see how they make a difference.

Contextual Workspaces: The screen where agents do their job. Agents don’t want to be slowed down by busy screens, scrolling through endless tabs or links to find what they’re looking for. They want quick, accurate and easy. Contextual Workspaces are fully configurable and through workspace rules apply if, then, else logic to display only the information the agent needs for the issue at hand . Assigned at the Profile level, different levels of agent, from a novice to the most experienced, get a screen that is relevant to their role and responsibilities and ensures their job is done quickly and efficiently the first time round.

Agent Scripting: Sometimes, agents need to deliver difficult or sensitive messages while maximising the opportunity to cross-sell and up-sell. After all, contact centres are now increasingly viewed as revenue generators. Containing sophisticated branching logic, scripting helps agents to capture the right level of information and guides the agent step by step, ensuring no mistakes, inconsistencies or missed opportunities.

Guided Assistance: This is typically used to solve common troubleshooting issues, displaying a series of question and answer sets in a decision-tree structure. This means agents avoid having to bookmark favourites or rely on written notes. Agents find particular value in these guides - to quickly craft chat and email responses. What’s more, by publishing guides in answers on support pages customers, can resolve issues themselves, without needing to contact your agents. And because it can also accelerate agent ramp-up time, it ensures that even novice agents can solve customer problems like an expert.

Desktop Workflow: Take a step back and look at the full customer interaction of your agents. It probably spans multiple systems and multiple tasks. With Desktop Workflows you control the design workflows that span the full customer interaction from start to finish. As sequences of decisions and actions, workflows are unique in that they can create or modify different records and provide automation behind the scenes. This means your agents can save time and provide better quality of service by having the tools they need and the relevant information as required. And doing this boosts satisfaction among your customers, your agents and you – so win, win, win!

I have highlighted above some of the tools which can be used to optimise the desktop; however, this is by no means an exhaustive list. In approaching your design, it’s important to understand why and how your customers contact you in the first place. Once you have this list of “whys” and “hows”, you can design effective policies and procedures to handle each category of problem, and then implement the right agent desktop user interface to support them. This will avoid duplication and wasted effort.

Five Top Tips to take away:

  1. Start by working out “why” and “how” customers are contacting you.
  2. Implement a clean and relevant agent desktop to support your agents. If your workspaces are getting complicated consider using Desktop Workflow to streamline the interaction.
  3. Enhance your Knowledgebase with Guides. Agents can access them proactively and can be published on your web pages for customers to help themselves.
  4. Script any complex, critical or sensitive interactions to ensure consistency and accuracy.
  5. Desktop optimization is an ongoing process so continue to monitor and incorporate feedback from your agents and your customers to keep your Contact Centre successful.

 

Want to learn more?

Having attended the 3-day Oracle RightNow Customer Service Administration class your next step is to attend the 2-day Oracle RightNow Customer Portal Design Dynamic Agent Desktop Administration class. Here you’ll learn not only how to leverage the Agent Desktop tools but also how to optimise your self-service pages to enhance your customers’ web experience.

 

Useful resources:

Review the Best Practice Guide

Review the Agent Desktop Tune-up Guide

 

About the Author:

Angela Chandler

Angela Chandler joined Oracle University as a Senior Instructor through the RightNow Customer Experience Acquisition. Her other areas of expertise include Business Intelligence and Knowledge Management.  She currently delivers the following Oracle RightNow courses in the classroom and as a Live Virtual Class:

Friday Jun 29, 2012

Oracle RightNow CX for Good Customer Experiences

Oracle RightNow CX is all about the customer experience, it’s about understanding what drives a good interaction and it’s about delivering a solution which works for our customers and by extension, their customers.

One of the early guiding principles of Oracle RightNow was an 8-point strategy to providing good customer experiences.

  1. Establish a knowledge foundation
  2. Empowering the customer
  3. Empower employees
  4. Offer multi-channel choice
  5. Listen to the customer
  6. Design seamless experiences
  7. Engage proactively
  8. Measure and improve continuously

The application suite provides all of the tools necessary to deliver a rewarding, repeatable and measurable relationship between business and customer.

  • The Knowledge Authoring tool provides gap analysis, WYSIWIG editing (and includes HTML rich content for non-developers), multi-level categorisation, permission based publishing and Web self-service publishing.
  • Oracle RightNow Customer Portal, is a complete web application framework that enables businesses to control their own end-user page branding experience, which in turn will allow customers to self-serve.
  • The Contact Centre Experience Designer builds a combination of workspaces, agent scripting and guided assistances into a Desktop Workflow. These present an agent with the tools they need, at the time they need them, providing even the newest and least experienced advisors with consistently accurate and efficient information, whilst guiding them through the complexities of internal business processes.
  • Oracle RightNow provides access points for customers to feedback about specific knowledge articles or about the support site in general. The system will generate ‘incidents’ based on the scoring of the comments submitted. This makes it easy to view and respond to customer feedback.

It is vital, more now than ever, not to under-estimate the power of the social web – Facebook, Twitter, YouTube – they have the ability to cause untold amounts of damage to businesses with a single post – witness musician Dave Carroll and his protest song on YouTube, posted in response to poor customer services from an American airline. The first day saw 150,000 views and is currently at 12,011,375. The Times reported that within 4 days of the post, the airline’s stock price fell by 10 percent, which represented a cost to shareholders of $180 million dollars.

It is a universally acknowledged fact, that when customers are unhappy, they will not come back, and, generally speaking, it only takes one bad experience to lose a customer.

The idea that customer loyalty can be regained by using social media channels was the subject of a 2011 Survey commissioned by RightNow and conducted by Harris Interactive. The survey discovered that 68% of customers who posted a negative review about a holiday on a social networking site received a response from the business. It further found that 33% subsequently posted a positive review and 34% removed the original negative review. Cloud Monitor provides the perfect mechanism for seeing what is being said about a business on public Facebook pages, Twitter or YouTube posts; it allows agents to respond proactively – either by creating an Oracle RightNow incident or by using the same channel as the original post.

This leaves step 8 – Measuring and Improving:

  • How does a business know whether it’s doing the right thing?
  • How does it know if its customers are happy?
  • How does it know if its staff are being productive?
  • How does it know if its staff are being effective?

Cue Oracle RightNow Analytics – fully integrated across the entire platform – Service, Marketing and Sales – there are in excess of 800 standard reports. If this were not enough, a large proportion of the database has been made available via the administration console, allowing users without any prior database experience to write their own reports, format them and schedule them for e-mail delivery to a distribution list. It handles the complexities of table joins, and allows for the manipulation of data with ease.

Oracle RightNow believes strongly in the customer owning their solution, and to provide the best foundation for success, Oracle University can give you the RightNow knowledge and skills you need. This is a selection of the courses offered:

A full list of courses offered can be found on the Oracle University website. For more information and course dates please get in contact with your local Oracle University team.

On top of the Service components, the suite also provides marketing tools, complex survey creation and tracking and sales functionality.

I’m a fan of the application, and I think I’ve made that clear:

  • It’s completely geared up to providing customers with support at point of need.
  • It can be configured to meet even the most stringent of business requirements.

Oracle RightNow is passionate about, and committed to, providing the best customer experience possible. Oracle RightNow CX is the application that makes it possible.

About the Author:


Sarah Anderson worked for RightNow for 4 years in both in both a consulting and training delivery capacity. She is now a Senior Instructor with Oracle University, delivering the following Oracle RightNow courses:

  • RightNow Customer Service Administration
  • RightNow Analytics
  • RightNow Customer Portal Designer and Contact Center Experience Designer Administration
  • RightNow Marketing and Feedback
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