Delivering Customer Service in the Cloud

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    Delivering Customer Service in the Cloud - Presentation Transcript

    1. Delivering Customer Experience in the Cloud Kevin Paschuck Vice President, Public Sector December 3, 2009 © 2009 RightNow Technologies, Inc.
    2. Meet Sam © 2009 RightNow Technologies, Inc.
    3. © 2009 RightNow Technologies, Inc. A.K.A.
    4. Mr. Director of Customer Service © 2009 RightNow Technologies, Inc.
    5. © 2009 RightNow Technologies, Inc. Sam lives in …
    6. © 2009 RightNow Technologies, Inc.
    7. © 2009 RightNow Technologies, Inc. He takes the …
    8. © 2009 RightNow Technologies, Inc.
    9. © 2009 RightNow Technologies, Inc. and enjoys …
    10. © 2009 RightNow Technologies, Inc.
    11. Sam cheers for … © 2009 RightNow Technologies, Inc.
    12. © 2009 RightNow Technologies, Inc.
    13. Sam is Great at … © 2009 RightNow Technologies, Inc.
    14. Leading People © 2009 RightNow Technologies, Inc.
    15. © 2009 RightNow Technologies, Inc. But lousy at …
    16. Customer Service © 2009 RightNow Technologies, Inc.
    17. Sam’s contact center looks like … © 2009 RightNow Technologies, Inc.
    18. © 2009 RightNow Technologies, Inc.
    19. His website looks like … © 2009 RightNow Technologies, Inc.
    20. © 2009 RightNow Technologies, Inc.
    21. when it Should look like … © 2009 RightNow Technologies, Inc.
    22. © 2009 RightNow Technologies, Inc.
    23. to make Matters worse … © 2009 RightNow Technologies, Inc.
    24. Infrastructure costs are high © 2009 RightNow Technologies, Inc.
    25. Sam doesn’t know any better. © 2009 RightNow Technologies, Inc.
    26. Sam, meet Diane. © 2009 RightNow Technologies, Inc.
    27. Ms. Manager of Customer Experience © 2009 RightNow Technologies, Inc.
    28. Diane also lives in … © 2009 RightNow Technologies, Inc.
    29. © 2009 RightNow Technologies, Inc.
    30. © 2009 RightNow Technologies, Inc. commutes on …
    31. © 2009 RightNow Technologies, Inc.
    32. and cheers for … © 2009 RightNow Technologies, Inc.
    33. © 2009 RightNow Technologies, Inc.
    34. Diane is also Good at … © 2009 RightNow Technologies, Inc.
    35. LEADERSHIP © 2009 RightNow Technologies, Inc.
    36. but is Great at … © 2009 RightNow Technologies, Inc.
    37. Customer Experience © 2009 RightNow Technologies, Inc.
    38. why? © 2009 RightNow Technologies, Inc.
    39. She understands… © 2009 RightNow Technologies, Inc.
    40. 3 EXPERIENCES THAT MATTER © 2009 RightNow Technologies, Inc.
    41. Benefits of Cloud Computing © 2009 RightNow Technologies, Inc.
    42. The RULES of business have CHANGED © 2009 RightNow Technologies, Inc.
    43. Let’s take a look © 2009 RightNow Technologies, Inc.
    44. WEB EXPERIENCE © 2009 RightNow Technologies, Inc.
    45. Establish a Knowledge Foundation © 2009 RightNow Technologies, Inc.
    46. © 2009 RightNow Technologies, Inc.
    47. SOCIAL EXPERIENCE © 2009 RightNow Technologies, Inc.
    48. What is Social Media? © 2009 RightNow Technologies, Inc.
    49. Social Media uses Internet and web-based technologies to transform broadcast monologues (one to many) into social media dialogues (many to many). It allows everyone to be a publisher of knowledge and information, transforming people from content consumers into content producers. © 2009 RightNow Technologies, Inc.
    50. © 2009 RightNow Technologies, Inc.
    51. Listen and Participate © 2009 RightNow Technologies, Inc.
    52. Connect and Engage © 2009 RightNow Technologies, Inc.
    53. Support Community Innovation Community Social Experience Designer © 2009 RightNow Technologies, Inc.
    54. CONTACT CENTER EXPERIENCE © 2009 RightNow Technologies, Inc.
    55. Empower Frontline Employees © 2009 RightNow Technologies, Inc.
    56. Offer Multi-Channel Choice © 2009 RightNow Technologies, Inc.
    57. Listen to your Customers © 2009 RightNow Technologies, Inc.
    58. Design Seamless Experiences © 2009 RightNow Technologies, Inc.
    59. © 2009 RightNow Technologies, Inc.
    60. Measure and Continuously Improve © 2009 RightNow Technologies, Inc.
    61. Cloud Computing © 2009 RightNow Technologies, Inc.
    62. © 2009 RightNow Technologies, Inc.
    63. 5 Pillars of IT Transformation 1. Citizen Engagement 2. Cost Reduction 3. Secure Computing 4. Innovation 5. Transparency © 2009 RightNow Technologies, Inc.
    64. Characteristics Benefits On Demand Service Innovation Shared IT Resources Lower Cost / Greener Dynamic Scalability Running Instantly Device Independence Deploy on any Client Subscription Service Pay for Actual Usage © 2009 RightNow Technologies, Inc.
    65. Hybrid Private (Community) Public The Cloud © 2009 RightNow Technologies, Inc.
    66. Software-as-a-Service (SaaS) Platform-as-a-Service (PaaS) Infrastructure-as-a-Service (IaaS) © 2009 RightNow Technologies, Inc.
    67. Cloud solution must address security challenges … starting point is NIST-853 Moderate © 2009 RightNow Technologies, Inc.
    68. The RULES of business have CHANGED © 2009 RightNow Technologies, Inc.
    69. SOFTWARE as a Service © 2009 RightNow Technologies, Inc.
    70. Software as a SERVICE © 2009 RightNow Technologies, Inc.
    71. Results © 2009 RightNow Technologies, Inc.
    72. Expertise © 2009 RightNow Technologies, Inc.
    73. Deliver on the Promise © 2009 RightNow Technologies, Inc.
    74. © 2009 RightNow Technologies, Inc. Thank you
    75. THANK YOU! © 2009 RightNow Technologies, Inc.
    76. Kevin T. Paschuck Vice President, Public Sector kevin.paschuck@rightnow.com kevin_paschuck © 2009 RightNow Technologies, Inc.

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