This document provides an overview of RightNow's Web Experience Solution for providing self-service customer support through a branded online portal. It discusses challenges with customer support over phone and email, and how the RightNow solution allows companies to provide support through their website using features like FAQs, search, links to live support channels, and a customizable interface. Case studies are presented showing how various companies were able to improve customer satisfaction, reduce costs, and increase sales through implementing RightNow's web self-service solution.
eGain UK Public Sector Inclusive Services Report: January 2014Mark Fenna
eGain commissioned research across the whole UK Public Sector to understand the state of channel migration/ digital transformation and the impact of the 'Digital by Default' policy. This report outlines the key findings from the research and offers several opportunities for UK Public Sector to further improve citizen services, better address the digitally excluded segments and underpin the digital transformation business case.
As companies build and deploy digital experiences on multiple engagement platforms, the challenge of managing all those touchpoints becomes more and more complex. And costly.
The solution? SaaS Digital Quality Management.
Key takeaways from the Gartner Magic Quadrant for the CRM Customer Engagement...Creatio
Bpm'online has been included in the Gartner CRM Customer Engagement Center Magic Quadrant, 2015.
Report Highlights:
- Through 2018, an ecosystem of at least five vendors will be required to build the ideal customer engagement center (CEC), the core of which will be an intelligent CRM case management system.
- Great diligence must be shown by IT leaders working on customer service projects.
- To support customers, some interactions will remain human-assisted, while far more will be automated, and some will require customer self-service through search tools or social media channels.
This document provides guidance on selecting a live chat vendor using a goal-driven approach. It discusses common live chat goals like driving sales conversions and enhancing customer experience. The document recommends identifying your deployment needs, considering vendor size and industry experience, and determining if bundled products are needed. Prioritizing objectives and matching them to vendor features is key to ensuring the selected vendor can achieve your organization's goals.
Provide information and facilitate transactions
Example solutions: Interactive voice response (IVR),
speech portals: Nuance, VoiceGenie
Role: Engage customers in two-way conversations
Example solutions: Blogs, forums, communities:
Get Satisfaction, Jive, Lithium, Ning, Salesforce.com
Role: Stimulate interest and drive action
Example solutions: Social media marketing: Buddy
Media, Wildfire
Energizing
Role: Recruit and empower advocates
Example solutions: Advocacy marketing: BzzAgent,
PeerIndex
Supporting
Role: Provide assistance and resolve issues
Example solutions: Customer support portals:
Get Satisfaction, Jive
IMTSedu Webinar: Focus on Customer Relationship ManagementAvideonCRM LLC
AvideonCRM's
Association for Manufaturing Technology CRM Presentation
Date: Thursday, January 12, 2012 @ 11:00 a.m. ET
Richard Wiklund of AvideonCRM leads this webinar, which focuses on a high-level view of how to use, implement and improve your CRM system. He will cover topics that appeal to all areas of CRM usage: Those who have a CRM and use it well, those who have a CRM and need to start using it better, and those who do not have a CRM and may have never heard of one. Everyone will walk away with something to get their sales season started off right!
Speaker:
Richard Wiklund, Salesforce Certified Consultant – CEO, AvideonCRM, LLC
eGain UK Public Sector Inclusive Services Report: January 2014Mark Fenna
eGain commissioned research across the whole UK Public Sector to understand the state of channel migration/ digital transformation and the impact of the 'Digital by Default' policy. This report outlines the key findings from the research and offers several opportunities for UK Public Sector to further improve citizen services, better address the digitally excluded segments and underpin the digital transformation business case.
As companies build and deploy digital experiences on multiple engagement platforms, the challenge of managing all those touchpoints becomes more and more complex. And costly.
The solution? SaaS Digital Quality Management.
Key takeaways from the Gartner Magic Quadrant for the CRM Customer Engagement...Creatio
Bpm'online has been included in the Gartner CRM Customer Engagement Center Magic Quadrant, 2015.
Report Highlights:
- Through 2018, an ecosystem of at least five vendors will be required to build the ideal customer engagement center (CEC), the core of which will be an intelligent CRM case management system.
- Great diligence must be shown by IT leaders working on customer service projects.
- To support customers, some interactions will remain human-assisted, while far more will be automated, and some will require customer self-service through search tools or social media channels.
This document provides guidance on selecting a live chat vendor using a goal-driven approach. It discusses common live chat goals like driving sales conversions and enhancing customer experience. The document recommends identifying your deployment needs, considering vendor size and industry experience, and determining if bundled products are needed. Prioritizing objectives and matching them to vendor features is key to ensuring the selected vendor can achieve your organization's goals.
Provide information and facilitate transactions
Example solutions: Interactive voice response (IVR),
speech portals: Nuance, VoiceGenie
Role: Engage customers in two-way conversations
Example solutions: Blogs, forums, communities:
Get Satisfaction, Jive, Lithium, Ning, Salesforce.com
Role: Stimulate interest and drive action
Example solutions: Social media marketing: Buddy
Media, Wildfire
Energizing
Role: Recruit and empower advocates
Example solutions: Advocacy marketing: BzzAgent,
PeerIndex
Supporting
Role: Provide assistance and resolve issues
Example solutions: Customer support portals:
Get Satisfaction, Jive
IMTSedu Webinar: Focus on Customer Relationship ManagementAvideonCRM LLC
AvideonCRM's
Association for Manufaturing Technology CRM Presentation
Date: Thursday, January 12, 2012 @ 11:00 a.m. ET
Richard Wiklund of AvideonCRM leads this webinar, which focuses on a high-level view of how to use, implement and improve your CRM system. He will cover topics that appeal to all areas of CRM usage: Those who have a CRM and use it well, those who have a CRM and need to start using it better, and those who do not have a CRM and may have never heard of one. Everyone will walk away with something to get their sales season started off right!
Speaker:
Richard Wiklund, Salesforce Certified Consultant – CEO, AvideonCRM, LLC
Virtual assistant technology is helping over 350 customer-facing organizations improve customer service while managing growth. By answering over 85 million questions, virtual assistants are increasing first call resolution rates by 10-50% and reducing call volumes by 25-50%, allowing contact centers to scale efficiently while improving customer satisfaction. Virtual assistants provide a consistent customer experience across channels by handling common questions through self-service, freeing agents to focus on more complex inquiries.
The document describes how athenahealth uses surveys and Salesforce to listen to customers. It discusses how athenahealth transitioned from a lack of integrated customer feedback to a mature voice of the customer program. The program now collects meaningful feedback across multiple channels using an intuitive survey platform integrated with Salesforce. This allows athenahealth to better understand customers and prioritize improvements based on diagnostic feedback.
Contact centre survey 2020 by call centre helperGrant Stancombe
The survey found that:
1. Remote working has benefited contact centers in areas like communication, engagement, service quality and workforce management for most centers. Employee well-being saw the biggest benefits.
2. Over half of contact centers are still offering social events for agents despite the pandemic, often virtually, to prevent isolation. Popular initiatives included multiskilling, knowledge champions and buddying agents.
3. Many contact centers rushed to install virtual assistants when the pandemic hit, with uptake increasing over 100% from last year, likely due to increased volumes. Knowledge base technology also rose significantly.
4. Customers have become more demanding, with 37.2% of professionals saying this has impacted their operations as sympathy has
The document summarizes Future Strategies Consulting's plans to develop a new website with enhanced eCommerce and customer relationship management (CRM) capabilities. Key aspects of the plans include developing an online store to increase sales of FLEX workbooks, integrating CRM tools like Constant Contact and SalesOutlook to improve marketing and customer service, and implementing automated reporting across systems to facilitate business operations and decision making. The overall goals are to streamline processes, enhance FSC's online presence and credibility, and support continued business growth.
NICE inContact - Transform Customer Service NICE inContact
Hear this roundtable discussion as best practices are explored on how to empower your agents to better help your customers have an effortless experience when interacting with your company.
The document provides best practices for improving digital customer experiences. It recommends analyzing web, mobile, and operational data to find opportunities for improvement. It also suggests conducting expert reviews of digital touchpoints to identify usability issues. Additionally, the document stresses the importance of incorporating customer feedback to understand customers' needs and preferences when making design decisions. The goal is to deliver digital experiences that are useful, easy to use, and enjoyable for customers.
The quarterly voice and speech technology newsletter from Business Systems, offering you the latest news and insights on call recording, quality montioring, speech analytics, PCI Compliance and much more. Featuring our latest case studies, webinars (including our latest one 'What are the most successful contact centres doing right?') and sponsored guides.
The slides from a joint Atrium & Data Strategy Magazine Seminar. It covers Singel Customer Views, CRM, Permission-based Marketing, Social media and much more
Accelerate CX Innovation with an Open Development PlatformNICE inContact
Find how you can get more from your CCaaS investment with greater ROI when you accelerate customer experience and drive innovation with an open development platform.
This document outlines an agenda for an Atlassian customer immersion event hosted by RealDolmen. The event demonstrates the Atlassian suite of tools including Jira, Confluence, Bitbucket and others. The agenda is divided into three phases: requirements gathering, agile development and testing, and support and customer service. Each phase provides an overview and hands-on exercises to showcase how the different roles like developers, testers, and project managers can use the various Atlassian tools. The document also shares what RealDolmen can provide in terms of tool installation, training and configuration support.
Customer Experience Strategy: Bad News is Good News & Doing the Whole JobClearAction
Customer experience management requires embracing of customers' constructive feedback. It is more systematic and broad than typical customer advocacy efforts.
See http://ClearActionCX.com
Top 4 Cloud Contact Center Trends To Watch In 2021Anjani Vigha
Cloud Contact Center Industry is one that is growing day in and out in terms of trends and technologies. Here are 4 contact center trends to watch out for in 2021
This document discusses the "customer experience conundrum" faced by many organizations. It notes that while 78% of brands measure customer experience, many see limited impact on CX or return on investment. This is due to narrow CX focus, siloed customer data, unempowered employees, and traditional analytics. The document recommends that organizations achieve holistic CX impact by integrating five areas: CX vision, 360 customer profiles, advanced analytics, employee experience, and innovation. It identifies actions organizations can take in each of these areas and notes that currently only a small percentage feel they have matured in these aspects of CX management. The document concludes by stating the reader should aspire, assess, and activate to advance their CX journey.
Building Intelligent Customer Service using Microsoft DynamicsPaul Hennessy
Leading Irish experts share their views on building successful customer service in contact centres. This presentation outlines key insights in customer service experience, technology trends and challenges facing contact centres.
To learn more about the great benefits that Microsoft Dynamics CRM can offer your organisation, please visit http://aka.ms/buildingintelligentcrm.
Alternatively try it out for yourself and take a Test Drive – visit http://aka.ms/buildingintelligentcrmtestdrive
You can also register for a 1:1 Customer Engagement Workshop – visit http://aka.ms/Dynamics1to1
Audit and Compliance BDR Knowledge TrainingTory Quinton
The document discusses challenges related to access governance, segregation of duties, change tracking, and litigation mitigation in organizations. It provides details on common access governance challenges, the importance of segregation of duties and change tracking, and the consequences of security events and importance of compliance policies.
The document describes an animation without sound of a pelvic sidewall viewed through the space of Retzius from the right side of the body. It identifies various muscles and structures including the internal obturator muscle, levator arch, pubococcygeus muscle, fascial arch, pubic symphysis, sacral promontory, bladder, pubovesical muscle, peritoneal edge, space of Retzius, and uterus. It also notes a paravaginal defect. The animation can be played by hitting F5 or using slide show.
The document provides a review of key concepts related to volume, density, and mass including:
1) It defines density as a measure of the mass of a substance within a certain volume, and explains how tightly packed molecules affect density.
2) It reviews vocabulary terms like volume, density, and mass and provides examples of how these concepts relate for objects with the same or different volumes/masses.
3) It includes a chart listing common substances with their densities to help identify unknown materials.
TCP is a connection-based protocol that provides reliable data transfer between computers. It is based on a four-layer model and provides ordered, error-free transmission of data through features like flow control and congestion control. Java's java.net package supports system-independent network communication. URLs identify Internet resources and have a standardized syntax consisting of parts like the protocol, host, port, and file name. Sockets represent endpoints for two-way communication between programs over a network, while server sockets listen for and accept client connections on a specific port. UDP is a lightweight alternative to TCP that is faster but unreliable and unordered.
Pconnect: граната в руках обезьяны. Сергей Аверин, Badoo.
Persistent connect. Это всегда преподносится как plug'n'play. В учебниках информации очень мало. Но все всегда думают, что это «просто работает».
- Что это, вообще, такое, зачем было придумано и какие задачи призвано решать.
- О том, как этим всем пользуются, и что получается в итоге.
- О том, как, на самом деле, это работает. Про что не пишут в учебниках.
- Stateful-протоколы, пример с проблемами в mysql.
- В stateless-мире все не так уж солнечно.
- Большинство протоколов просто не рассчитано на pconnect. Баги в C++ софте (которые есть всегда) + pconnect + простоватый протокол = адская смесь. Каким должен быть протокол.
- Мелкие нюансы, из-за которых возникают проблемы.
- Connection pooling — что это и с чем его едят.
- Как со всем этим жить.
The document provides instructions and assignments for students, including completing worksheets on elements, compounds, and mixtures; counting atoms; and updating a log. It also assigns roles for group work including manager, materials manager, timer/designer, and oral presenter. Various chemistry formulas are explained, showing the elements and numbers of atoms that make up different compounds.
Virtual assistant technology is helping over 350 customer-facing organizations improve customer service while managing growth. By answering over 85 million questions, virtual assistants are increasing first call resolution rates by 10-50% and reducing call volumes by 25-50%, allowing contact centers to scale efficiently while improving customer satisfaction. Virtual assistants provide a consistent customer experience across channels by handling common questions through self-service, freeing agents to focus on more complex inquiries.
The document describes how athenahealth uses surveys and Salesforce to listen to customers. It discusses how athenahealth transitioned from a lack of integrated customer feedback to a mature voice of the customer program. The program now collects meaningful feedback across multiple channels using an intuitive survey platform integrated with Salesforce. This allows athenahealth to better understand customers and prioritize improvements based on diagnostic feedback.
Contact centre survey 2020 by call centre helperGrant Stancombe
The survey found that:
1. Remote working has benefited contact centers in areas like communication, engagement, service quality and workforce management for most centers. Employee well-being saw the biggest benefits.
2. Over half of contact centers are still offering social events for agents despite the pandemic, often virtually, to prevent isolation. Popular initiatives included multiskilling, knowledge champions and buddying agents.
3. Many contact centers rushed to install virtual assistants when the pandemic hit, with uptake increasing over 100% from last year, likely due to increased volumes. Knowledge base technology also rose significantly.
4. Customers have become more demanding, with 37.2% of professionals saying this has impacted their operations as sympathy has
The document summarizes Future Strategies Consulting's plans to develop a new website with enhanced eCommerce and customer relationship management (CRM) capabilities. Key aspects of the plans include developing an online store to increase sales of FLEX workbooks, integrating CRM tools like Constant Contact and SalesOutlook to improve marketing and customer service, and implementing automated reporting across systems to facilitate business operations and decision making. The overall goals are to streamline processes, enhance FSC's online presence and credibility, and support continued business growth.
NICE inContact - Transform Customer Service NICE inContact
Hear this roundtable discussion as best practices are explored on how to empower your agents to better help your customers have an effortless experience when interacting with your company.
The document provides best practices for improving digital customer experiences. It recommends analyzing web, mobile, and operational data to find opportunities for improvement. It also suggests conducting expert reviews of digital touchpoints to identify usability issues. Additionally, the document stresses the importance of incorporating customer feedback to understand customers' needs and preferences when making design decisions. The goal is to deliver digital experiences that are useful, easy to use, and enjoyable for customers.
The quarterly voice and speech technology newsletter from Business Systems, offering you the latest news and insights on call recording, quality montioring, speech analytics, PCI Compliance and much more. Featuring our latest case studies, webinars (including our latest one 'What are the most successful contact centres doing right?') and sponsored guides.
The slides from a joint Atrium & Data Strategy Magazine Seminar. It covers Singel Customer Views, CRM, Permission-based Marketing, Social media and much more
Accelerate CX Innovation with an Open Development PlatformNICE inContact
Find how you can get more from your CCaaS investment with greater ROI when you accelerate customer experience and drive innovation with an open development platform.
This document outlines an agenda for an Atlassian customer immersion event hosted by RealDolmen. The event demonstrates the Atlassian suite of tools including Jira, Confluence, Bitbucket and others. The agenda is divided into three phases: requirements gathering, agile development and testing, and support and customer service. Each phase provides an overview and hands-on exercises to showcase how the different roles like developers, testers, and project managers can use the various Atlassian tools. The document also shares what RealDolmen can provide in terms of tool installation, training and configuration support.
Customer Experience Strategy: Bad News is Good News & Doing the Whole JobClearAction
Customer experience management requires embracing of customers' constructive feedback. It is more systematic and broad than typical customer advocacy efforts.
See http://ClearActionCX.com
Top 4 Cloud Contact Center Trends To Watch In 2021Anjani Vigha
Cloud Contact Center Industry is one that is growing day in and out in terms of trends and technologies. Here are 4 contact center trends to watch out for in 2021
This document discusses the "customer experience conundrum" faced by many organizations. It notes that while 78% of brands measure customer experience, many see limited impact on CX or return on investment. This is due to narrow CX focus, siloed customer data, unempowered employees, and traditional analytics. The document recommends that organizations achieve holistic CX impact by integrating five areas: CX vision, 360 customer profiles, advanced analytics, employee experience, and innovation. It identifies actions organizations can take in each of these areas and notes that currently only a small percentage feel they have matured in these aspects of CX management. The document concludes by stating the reader should aspire, assess, and activate to advance their CX journey.
Building Intelligent Customer Service using Microsoft DynamicsPaul Hennessy
Leading Irish experts share their views on building successful customer service in contact centres. This presentation outlines key insights in customer service experience, technology trends and challenges facing contact centres.
To learn more about the great benefits that Microsoft Dynamics CRM can offer your organisation, please visit http://aka.ms/buildingintelligentcrm.
Alternatively try it out for yourself and take a Test Drive – visit http://aka.ms/buildingintelligentcrmtestdrive
You can also register for a 1:1 Customer Engagement Workshop – visit http://aka.ms/Dynamics1to1
Audit and Compliance BDR Knowledge TrainingTory Quinton
The document discusses challenges related to access governance, segregation of duties, change tracking, and litigation mitigation in organizations. It provides details on common access governance challenges, the importance of segregation of duties and change tracking, and the consequences of security events and importance of compliance policies.
The document describes an animation without sound of a pelvic sidewall viewed through the space of Retzius from the right side of the body. It identifies various muscles and structures including the internal obturator muscle, levator arch, pubococcygeus muscle, fascial arch, pubic symphysis, sacral promontory, bladder, pubovesical muscle, peritoneal edge, space of Retzius, and uterus. It also notes a paravaginal defect. The animation can be played by hitting F5 or using slide show.
The document provides a review of key concepts related to volume, density, and mass including:
1) It defines density as a measure of the mass of a substance within a certain volume, and explains how tightly packed molecules affect density.
2) It reviews vocabulary terms like volume, density, and mass and provides examples of how these concepts relate for objects with the same or different volumes/masses.
3) It includes a chart listing common substances with their densities to help identify unknown materials.
TCP is a connection-based protocol that provides reliable data transfer between computers. It is based on a four-layer model and provides ordered, error-free transmission of data through features like flow control and congestion control. Java's java.net package supports system-independent network communication. URLs identify Internet resources and have a standardized syntax consisting of parts like the protocol, host, port, and file name. Sockets represent endpoints for two-way communication between programs over a network, while server sockets listen for and accept client connections on a specific port. UDP is a lightweight alternative to TCP that is faster but unreliable and unordered.
Pconnect: граната в руках обезьяны. Сергей Аверин, Badoo.
Persistent connect. Это всегда преподносится как plug'n'play. В учебниках информации очень мало. Но все всегда думают, что это «просто работает».
- Что это, вообще, такое, зачем было придумано и какие задачи призвано решать.
- О том, как этим всем пользуются, и что получается в итоге.
- О том, как, на самом деле, это работает. Про что не пишут в учебниках.
- Stateful-протоколы, пример с проблемами в mysql.
- В stateless-мире все не так уж солнечно.
- Большинство протоколов просто не рассчитано на pconnect. Баги в C++ софте (которые есть всегда) + pconnect + простоватый протокол = адская смесь. Каким должен быть протокол.
- Мелкие нюансы, из-за которых возникают проблемы.
- Connection pooling — что это и с чем его едят.
- Как со всем этим жить.
The document provides instructions and assignments for students, including completing worksheets on elements, compounds, and mixtures; counting atoms; and updating a log. It also assigns roles for group work including manager, materials manager, timer/designer, and oral presenter. Various chemistry formulas are explained, showing the elements and numbers of atoms that make up different compounds.
This document compares various jobs from different countries and suggests that while one may not like their current job, they should be thankful for it compared to more difficult or undesirable jobs like being an electrician in China, a plumber in Hungary, a delivery employee in Asia, a deodorant tester in Germany, a zookeeper in America, a horse whisperer in England, a ditch digger in Poland, or a mobile toilet worker, which is described as the worst job. The overall message is to appreciate the job one has rather than what it could potentially be.
This document discusses flowcharting symbols and structures used to represent algorithms and program flow. It describes common flowcharting symbols from standards organizations like ANSI and ISO, which are used to represent elements like inputs, outputs, processes, decisions, and data flow. It also outlines the three basic control structures for modeling program logic: sequence, selection, and iteration.
Wayne Dunn presents to World Bank Development Marketplace on the South Africa...Wayne Dunn
The document discusses the impacts of HIV/AIDS on mining communities in Southern Africa and efforts by Placer Dome mining company to address it. It describes how Placer Dome developed a home-based care program through TEBA to support medically discharged miners and their families, and how the program exceeded targets in its first year. It also discusses challenges faced and lessons learned, and a vision to integrate the home-based care program with Placer Dome's existing Care project to provide long-term social and economic support for affected rural families and communities through a sustainable fee-for-service model.
The document provides nine leadership development strategies based on a performance and potential matrix with nine boxes. It outlines specific development activities for leaders in each box, such as stretch assignments for high performers with high potential (1A), focusing on competency gaps for average performers with high potential (1B), and performance management rather than development for poor performers with limited potential (3C).
The document describes the Petaluma Marsh/River area located in Petaluma, California. Some key points:
1) The area consists of 5,000 acres of wetlands ecosystem along the Petaluma River, which empties into San Pablo Bay. It supports a variety of wildlife.
2) The wetlands were formed around 10 million years ago when the area was covered by a shallow ocean. Over time, tectonic activity caused the land to rise.
3) Common plant life includes tule bulrush, coastal tidy tips flowers, and sediments have built up from erosion of the Sonoma Mountains over millions of years.
Lyan D. Vios arrives at Simon P. Ano's home to meet with Golda Digger, Simon's wife, regarding business matters. They discover Simon dead in his room. Lyan comforts the distraught Golda while the nurse Ima calls 911. Lyan briefly sees Simon's body before leaving the room. Detective Jones interviews Lyan about his relationship with Simon and events from the previous night. Lyan maintains he left Simon in good spirits around 1am and has no knowledge of what caused his death. The investigation is ongoing.
The document provides instructions for an acids and bases assignment, noting the materials needed, tasks to complete such as lining up supplies and signing a parent form, and directions to log into an online platform and complete the front and back of the first page which focuses on defining key terms like pH scale, acids, and bases and their characteristics. It also lists follow up tasks like answering lab sheet questions and creating a Venn diagram using a provided word bank.
This document discusses the development of mock-ups for magazine ancillary materials. Key points:
- The author created rough mock-ups and got feedback from their group to refine the designs.
- Features were incorporated from other magazines and ancillary materials, such as placement of mastheads, straplines, prices, and cover stars.
- Two example magazine covers are described that influenced the design, one with a single character and one with three.
- Typical soap opera storylines and other shows to feature on the cover are listed.
- Composition and positioning of characters on covers is deliberate to convey relationships between them.
The document discusses several web technologies:
- HTML is the main markup language for web pages and provides a static structure.
- CSS is used to describe the presentation and formatting of HTML pages through style sheets.
- JavaScript allows for dynamic interactions and one-way communication in web pages.
- PHP brings dynamic interactivity to web pages by running server-side code that can output HTML, manipulate strings, perform operations, and access form data. It allows two-way communication between client and server.
Today's science lesson will focus on identifying volume through three methods:
1. With liquids by measuring the level in mL or L
2. With regular shaped objects like cubes or rectangles using length x width x height
3. With irregular shaped objects using the displacement method of measuring the change in water level in mL
Students will need pencils, colored pencils, lab worksheets, and power notes to participate in identifying volume activities and assignments.
This document introduces the concept of density, which is a measure of the mass of a substance within a given volume. Density depends on how tightly packed the molecules are within that space. Different substances within the same volume can have different masses, and thus different densities. The same substance in different volumes will have the same density, as the packing of particles is consistent. Tables are provided to demonstrate density calculations and compare densities of different materials.
Contact Center 09 – Not Just Surviving But Thriving In A Down EconomyRightNow Technologies
Keynote speaker, Donna Fluss, president of DMG Consulting, shares key strategies to help you:
- Improve productivity by reducing expenses
- Provide an outstanding customer experience
- Generate incremental revenue
- Retain customers
Next you’ll here from RightNow's Director of Product Marketing, Stephen Bell. Steve will unveil technologies that will help you deliver on the recommended strategies.
1. CRM technology ties together all customer touchpoints like sales, marketing, and customer service to track the entire customer relationship history across channels.
2. There are many CRM technology options available now for businesses of all sizes, from large enterprise solutions to affordable web-based models.
3. Wireless technologies are expanding CRM capabilities by allowing access to customer information and CRM applications from mobile devices.
Delivering an exceptional customer experience (CX) through personalized omni-channel communications has never been more important to drive revenue, build customer loyalty, and sustain a competitive advantage ,deliver critical business communications that are highly personalized and interactive —and drive profitable customer engagement. Super brands like Amazon, Google and Apple have skyrocketed customer expectations. Customers of today prefer relevant and personalized communications in real-time, through the channel of their choosing.
For More Details: http://www.edc.ae/services/customer-communication-management/
Get your free whitepaper at https://ap.pn/2M6sDs4
New customer expectations across all facets of engagement are challenging how traditional contact centers operate. Pressure is building to optimize customer experience, improve agent productivity, and deliver on strategic business initiatives.
But, the market conditions are changing and organizations have to be prepared to embrace:
-- The growing complexity and number of communication channels
-- New and evolving regulatory compliance requirements
-- Disruptive technologies, including Artificial Intelligence (AI) and Robotic Process Automation (RPA)
Forward thinking leaders are leveraging technology to transform their operations into Intelligent Contact Centers™, redefining the customer experience—and business value they bring to the organization.
Download the whitepaper for insight into how organizations are building next generation contact center applications. https://ap.pn/2M6sDs4
1) Customers are likely to stop doing business with a company after a single bad experience, so delivering exceptional customer service is important.
2) Most customers will return if an issue is resolved, and nearly all will return if the issue is resolved quickly.
3) RightNow software focuses on the three most important customer experiences: the website, social media, and contact centers. It uses analytics and a proven methodology to improve customer experience while reducing costs.
Live Chat Insight: Online Customer Engagement has Evolved - Ian Rowley, Who's OnAspDotNetStorefront
Parker Software develops live chat and email automation software. Their live chat software allows companies to monitor website visitors in real time, provides analytics on visitor behavior, and facilitates direct engagement through chat. It can also integrate with CRMs to update records and include chat logs. Live chat benefits include improved sales conversion, customer satisfaction and support through real-time communication. Good live chat design that focuses on the user experience can produce faster results.
The document discusses customer relationship management (CRM) tools and options for businesses. It notes that the CRM industry is over $1 trillion and there are over 100,000 independent CRM vendors. CRM aims to track the entire history of a relationship with a customer via multiple interconnected channels. The document also outlines challenges with CRM implementation and options like external providers or web-based/ASP models.
Today’s client is smart and getting smarter by the minute. From virtually anywhere, they can find out about you, your firm, your competitors, whether your clients are happy—and most importantly, with a mere 140 characters, they can impact your brand.
• Today, law firms must face the reality of super consumers. They are unbelievably informed, highly fickle, and extremely powerful with a nearly unpredictable purchase path.
• They have unprecedented access to information, the ability to easily compare firms, fees or feedback in a matter of clicks, access to reviews—whether from a trusted confidant, highly rated industry source, or someone merely taking to their social network to make their experience known.
• And they can easily do the same—joining the social conversation with their experience and recommendation to others – giving a “like”, “thumbs up”, happy face, or not, and with a click of the button can make an impression on your brand.
• Everyone has probably heard the United Breaks Guitars story; it epitomizes the challenge firms face – each individual now has a powerful voice. In this example, United Airlines was unresponsive to a passenger’s complaints that his guitar was broken by negligent baggage handlers (he actually saw them throwing his beloved instrument through the air as he was waiting to deplane). This treatment lead him to record a song about his experience that he posted on YouTube. Over 12 million views later, this YouTube sensation has written a book on the very topic of how powerful one voice can be in the age of social media.
A PRACTICAL APPROACH TO CUSTOMER CENTRIC INTERACTIONSayodahunsi
The digital environment has dramatically changed the way customers expect and demand to engage with brands. It’s a change or die situation for businesses that need to transform quickly to integrate online and offline activities to serve customers 24x7 service in their channels of choice. At the same time, businesses need to balance their own needs for revenue uplift and cost containment within this new digital model. This session provides insight into the current customer service landscape, showcases best practices for customer engagement and provides real-life examples and results from transformative, customer-centric strategies.
The explosion of the social conversation along with the proliferation of mobile technology has changed our lives, more than we ever could have imagined.
The explosion of mobile technologies and rapid adoption of social networks have completely impacted our human behavior -- our communication methods, engagement principles, our belief and trust systems, and even our decision making criteria and models.
Firms need to understand these new principles and adopt them -- genuinely and proactively -- if they want to effectively engage clients.
How has the client changed and why does your firm need to reflect this? Because your success will depend on it, and so will your identity.
Today’s buyer is smart and getting smarter by the minute. From virtually anywhere, they can find out about you, your services, your competitors, whether your clients are happy—and most importantly, with a mere 140 characters, they can impact your brand.
Today, firms must face the reality of super consumers. They are unbelievably informed, highly fickle, and extremely powerful with a nearly unpredictable purchase path.
They have unprecedented access to information, the ability to easily compare fees, costs or services in a matter of clicks, access to reviews—whether from a trusted confidant, highly rated industry source, or someone merely taking to their social network to make their experience known.
And they can easily do the same—joining the social conversation with their experience and recommendation to others – giving a “like”, “thumbs up”, happy face, or not, and with a click of the button can make an impression on your brand.
It is no surprise then that firms who wish to remain competitive in this new age are concentrating their efforts on creating amazing client experiences…
The document provides an overview of customer relationship management (CRM) and its evolution over time. It discusses how CRM has shifted from a cost reduction strategy in the 1980s led by business process reengineering to a growth strategy in the 1990s led by information technology to a more marketing-focused approach in the 2000s with the rise of eCRM. The objectives of CRM are outlined as retaining customers, increasing sales, finding new customers, and improving marketing and sales decision making. Key aspects of eCRM, marketing opportunities, enterprise marketing automation, call centers, the customer lifecycle, and implementing CRM are also summarized.
Digital Experience - Systems of EngagementDon Bunch
This document discusses how focusing on continuous customer and employee engagement through systems of engagement can grow a business. It provides examples of how exceptional digital experiences for both customers and employees, through personalized and relevant solutions across channels, can increase operational efficiency, customer satisfaction, and business results like higher conversion rates, faster delivery, and more. The document advocates developing compelling, empowering, relevant, and flexible systems of engagement to strengthen relationships with customers and employees.
Transforming the Omni-channel Customer ExperienceCafeX
Today’s customers demand a flawless, seamless experience and rapid problem resolution. Now with CaféX Live Assist for Microsoft Dynamics 365 you can deliver best-in-class customer service that can increase customer loyalty, improve agent productivity, and grow your business. Learn how Live Assist is uniquely integrated with Dynamics 365 and enables:
- Highly personalized, Omni-channel customer experiences Proactive live engagement between agents, supervisors and customers
- Faster problem solving with co-browse, text chat and in-app assistance
- Effective campaigns with a 360-degree view throughout the customer’s journey
The presentation aims at providing insights into the current state of Customer Services and what it is expected to be in the future. It provides analytics driven information in the world of Customer Service, while highlighting the key areas, for leaders and IT decision makers to focus on.
Automotive - Oracle Service Cloud - Solution OverviewEphlux
The document discusses Oracle Service Cloud, a customer service platform for the automotive industry. It consists of modules for web/mobile self-service, social media engagement, a contact center, customer feedback, and a knowledge base. The platform allows companies to provide a consistent customer experience across all channels by guiding customers to relevant information and assisting agents. It aims to wow customers through their entire journey and strengthen relationships.
Why Your Best Salesperson May Be a Customer Support RepCognizant
This document discusses how customer support organizations can be transformed into sales channels by focusing on providing a positive customer experience. It proposes that support teams should prioritize resolving issues on the first call to increase customer satisfaction and retention. The document also describes a customer care transformation framework that uses customer usage data and feedback to identify and fix recurring problems, empowering agents and customers to resolve issues themselves through self-service tools. This framework aims to transform dissatisfied customers into advocates by resolving the root causes of their issues.
BUS-G03_View Your Excpetional Digital Experience Through the Eyes of Your Cus...Karen He
1) IBM Customer Analytics provides insights into customer behavior across digital channels to help optimize the customer experience and journey.
2) It captures all customer interactions to help quickly identify and resolve issues, recover lost customers, and improve processes.
3) Using Customer Analytics, companies can typically realize a 249% ROI with a payback period of under 8 months through increased conversions, reduced churn, and lower dispute costs.
Retail company improved Conversion by 30% using Omnichannel -Live ChatArjun M D
Retail company is a worldwide retail outlet of premium clothing with over hundred branches in India. Their focus is on men’s casual and formal wear. They are looking into expanding their market in Asia for a positive business growth.
More : https://bit.ly/2GkqMSB
2. 86% stop doing business with organization after one bad experience… and 82% told their friends about it Harris Interactive, 2009 Customer Experience Impact Report
3. Overall poor quality of the customer experience 68% Get a lower price elsewhere 53% Customer service representatives’ lack of knowledge 45% Company policies that create bureaucracy 40% Lack of customized solutions 39% Customer service technologies that delay or stop service 38% Accenture Global Customer Satisfaction Report Why do customers switch providers?
4. On the Other Hand… OUTSTANDING SERVICE is the #1 reason consumers recommend a company to others. Above product price and product quality. #1 Reason Harris Interactive, 2009 Customer Experience Impact Report
5. 60% will always or often pay more for a better customer experience—even in a down economy. Harris Interactive, 2009 Customer Experience Impact Report
9. The Self-Service Challenge Fact: You don’t want your customers to call you for help Fact: Your customers don’t want to call you either 72% of online consumers prefer to use a company's website to get answers to their questions rather than contact companies via telephone or email. -Forrester Research
10. The Self-Service Challenge Providing consumers the help they want When they want it Where they want it How they want it Have consumer conversations flow seamlessly across all communication channels And not drive up costs
11. The Self-Service Solution A single site via Customer Service Portal Most commonly viewed FAQs FAQs available by category New alerts Easy search with highly relevant, targeted results Links to other communication channels Email, Chat, Co-Browse, Communities, Phone Syndicate content to deliver to customers at the point of inquiry Researching products Shopping cart and check-out Completing applications
12. RightNow CX Intent Guide Web / Mobile Self-Service Chat / Co-Browse Email Management Intent Guide Web / Mobile Self-Service Chat / Co-Browse Email Management CX for Facebook Support Community Innovation Community Cloud Monitor CX for Facebook Support Community Innovation Community Cloud Monitor Voice Experience Manager Dynamic Agent Desktop Voice Experience Manager Dynamic Agent Desktop Customer Feedback Customer Feedback Service Sales Marketing Service Sales Marketing Analytics Analytics App Builder Knowledge Foundation | Natural Language Search Mission Critical Operations
13. RightNow Customer Portal Out-of-the-box best practices Easily customized for brand Quickly incorporate widgets, blogs, videos and other elements Leverages intelligence of the RightNow Knowledge Foundation Integrated with RightNow Communities Provides seamless connection to agent assisted channels Supports Open Login
14. Best Practices: RightNow “Reference” Site Tabs can be leveraged for simple navigation in Customer Service or across the entire site. They provide customers a way to know where they are on a site Offer up multiple communications channels – put the one you want customers to use most at the top of the list. Have this consistently across all pages Make “Search” visible and easy to use - customers who want to self-serve will. Saving inbound calls and emails FAQs should be “self-learning” – what is displayed is dynamically ranked based on customer views Make your most popular questions easily visible. Chances are, this will solve 80% of customer questions
16. Robust FAQs Increases Self-Service Expose knowledge broadly via Google integration Supports searches by topic or keyword Show answer summary, improving self-service Integrated with RightNow Community to show Community answers
17. Robust FAQs Increases Self-Service Answers can be text, video, or documents such as User Manuals or Warranties Collect feedback on answer helpfulness Provides related answers Answers are easy to create, edit, and maintain Reporting to track viewing statistics
18. Email Management Configurable Email forms SmartAssistant scans email, automatically suggesting relevant answers Routed to best agent via skills and business rules Use the RightNow Contact Center Experience for a single agent desktop for answer assistance, standard responses, and escalation of issues SmartAssistant typically deflects 30% of incident volume
19. Chat for Real-Time Interactions Reactive, consumer initiated Chat Proactive Chat based on business rules Chat Interface easily modified for branding Chat conferencing and supervisor monitoring and assistance Chat queue status and auto-reconnect Real-time reporting
20. Co-Browse for Hands-On Help Easy to implement and use Secure – works with existing firewalls Works with any browser on any computer Limits to agent’s control of the consumer’s desktop Hides sensitive fields such as credit card numbers from the agent
21. Web Experience Designer Configurable framework used to create new web applications, including widgets and web pages WYSIWYG tool for editing Extensions for Adobe Dreamweaver Direct access to RightNow web development and production servers Development UI sandbox capabilities and site deployment tools Access to custom rich media, Web 2.0 Widgets
22. CX Intent Guide with Natural Language Search Enables a new way to engage with consumers online, shaping next generation customer experiences Increase sales through higher online conversions Drive loyalty through premium online experiences Gain Insights through understanding customer intent Seamlessly overlay’s existing website technologies, so no need to rip and replace.
23. RightNow CX Intent Guide RightNow CX Intent Guide includes four web page overlays for online consumer interaction: Virtual Assistant Question Matching Web Form Assistant Contextual Offers
24. A Seamless Customer Experience Web Experience Social Experience Contact Center Experience Single sign-on Integrated search Syndicated widgets Incident escalation Socialized answers Deep integration with Knowledge Foundation
25. Gartner E-Service Magic Quadrant “RightNow Technologies still remains the worldwide leader in eservice market share in the eservice space, and continues to grow.” (Gartner 2009)
26. Best CX Solution “Vendors that can demonstrate a strategy of providing support for all these areas (contact center, Web, analytics and social CRM) will be best-positioned to lead the market.” Web Customer Service Social Contact Center RightNow has the highest total ranking across the three experiences that matter the most: eService (Web), Social, Contact Center.
27. CRM Magazine Winners2010 CRM Service Awards 2010 Service Elite “We don’t just talk about listening to the customer—we actually do it.” —Ron Kelly, Vice President of customer and Pharmacy Services, drugstore.com
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29. 13 years of deep Cloud delivery and CX expertise
47. Case Study: Overstock.com Facts: 1,000+ contact center agents Multi-channel contact center Personalized agent experience delivered through workspaces Rapid growth and rapidly changing customer base Results: Reduced operating expenses by $1,000,000 per month from contact center reductions alone Email volume down 72% First-call resolution rates improved 10% Call handle times reduced by 25% Dashboards deliver real-time actionable information to key decision makers RMA and Teradata database integrations bolster contact center efficiency Ranked #4 retailer nationwide by National Retail Federation in customer service—one year after not making the top 150 NetPromoter score has nearly 7x improvement Customer satisfaction scores jumped 10%
48. Case Study: EA Goals: Provide effective support to millions of customers worldwide across hundreds of titles Handle growing incident volume generated by new online titles Seamlessly link multiple offshore outsourcers and internal resources Solution: RightNow Web Self-Service Results: Able to handle 50% increase in incidents despite 10% budget cut Delivery of premium service levels in support of premium brand Awarded the Gartner CRM Excellence Award Global visibility into service processes enables continuous improvement Tens of thousands of email messages answered daily with a 24-hour turnaround Unified environment for incident tracking enhances the customer experience
49. Facts: 3,500 Multi-Channel Agent Desktops (phone, email, and chat) Displaced Nearly 3,000 Seats of KANA for email management Agent knowledge base serving nearly 10,000 agents 12 million sessions a month served up through web self-service 27 interfaces for unique customer experiences Results: Less effort, more quality Intelligent interface allows business to focus on content improvement Robust tool handles nearly 15,000 dynamically changing knowledge articles Additional 27% email deflection through integrated SmartAssistant Average handle times reduced by 20% driven by personalized agent experience External knowledge base helps handle inquiries 24 x 7 and reduced contact volume has led to 24-hour turnaround on all assisted channels Total annual savings at around at around $14m Case Study: British Telecom
50. Case Study: Nikon Goals Deliver world-wide superior customer experience across marketing, sales, and customer service touchpoints Continuously capture high-value market insight Keep costs under control Solution RightNow CX suite Achievements Responsive interactions drive customer satisfaction scores above 95% 50% reduction in call response times and 70% reduction in email response times Improved visibility into customer concerns enhances marketing and product development RightNow embraced globally with twelve languages and multi-continent deployments Earned Baseline and Nucleus Research awards for 3,200+ percent ROI over three-year period
51. Case Study: RealNetworks Challenges: 3 Business Units: Music, Game, and Media Services 3 Types of Support: Customer Service, Technical Support, and Winback/Call to Cancel Each unit/support type requires different information to be captured from the customer Agents could only work on one support type of one business unit based on their profile and workspace setup and all queues had to be monitored with sufficient agents assigned to handle each of these queue
52. Case Study: Motorola Challenges: Consolidated 5 outsourcer platforms into one standard agent desktop Being tasked with decreasing cost and increasing revenues 2,150 agent multi-channel contact center Siebel replacement for 1,500 agent seats Global consumer, agent, and partner knowledge base Voice applications for: Speech routing, voice knowledge base, surveys, status, Locator, CTI Deployments in 28 languages Results: 29% reduction in phone calls after implementing RightNow Voice 66% decrease in email after first month of implementing RightNow Service 32% reduction in average handle time vs. previous desktop (Siebel) Driving up-sell & cross-sell opportunities, offer promotion Successfully able to move contact volumes between outsourcers based on CSAT and NPS throughout the year Savings of $15-20 million per year
53. Case Study: Black and Decker Challenges: Make entire org more responsive to customers Optimize performance and efficiency of customer service across channels Results: Product management, manufacturing gained rich, actionable customer insight Real-time feedback save company thousands in product returns Estimated more than $250,000 annual savings achieved through self-service
54. Case Study: iRobot 20 unique outbound emails per month (1 million total) Drive up-sell and cross-sell revenue Attract first-time buyers by sending targeted promotions 4,000 surveys to customers per month Track impact of ongoing customer experience improvements Pinpoint emerging problems before they adversely impact the business 97% web self-service rate 30% reduction in phone calls, with headcount reduced accordingly
55. Case Study: Williams-Sonoma Proactive case management solution for high-dollar and multi-contact customers purchasing furniture from Williams-Sonoma, Inc. brands RightNow incident created upon order Customer called within 24 hrs to review order process and delivery Customer called in 2 weeks to proactively show that order is being monitored 4 weeks later: Shipment ready. Incident updated. Customer called and informed product is being shipped Results: ≈ 5% reduction in returns Equates to 100 returns/week, growing to 250 $400 average value per return 100 x $400 = $40,000/week savings
61. Continuous Insight in information needs of the customer ...“helped us reduce our call and email volume by 18% in just 3 months... tells us what customers want, not just what they do. This is the basis of marketing.” SVP Marketing, KLM Airlines
66. 15% reduction in call center volumes… “helped us reduce our call center volume 40% in 3 years”. Benjamin Puigdevall CEO e-La Caixa
67. RightNow Project Methodology (RPM) Implementation Approach Documented and repeatable, process-driven Understand contact center and eService business process Reduce risk and uncertainty, manage scope and change Consultative and supportive of best practices Collaborate and validate Deliver on time and on-budget Results-Focused Produces rapid deployment and results Continuously optimizes solution over long-term Drives alignment of technology and processes Ensures high adoption rates and full feature utilization Delivers the project expertise of 3,000+ projects
Globally, respondents who switched providers did so more often due to the poor quality of the customer experience than because they found a better price somewhere else. This trend varied somewhat by country. Accenture 2008 Global Customer Satisfaction Report
Delivered as part of a comprehensive RightNow Web Experience or as a stand-alone application, Chat facilitates real-time online chat sessions between your agents and the customers visiting your website. Sessions can be initiated by an agent or by a customer through out-of-the-box Customer Portal web pages or configurable with RightNow Web Designer to be made available throughout your existing web pages - anywhere online agent assistance may be needed.With most agents able to handle four concurrent Chat sessions at a time, RightNow Chat allows your expert agents to get consumers the information they need online, improving customer satisfaction while at the same time lowering call center call volume.
Web Experience Designer allows you to build on the out-of-the-box Web Experience investment to infuse RightNow Knowledge Foundation, Chat, Co-Browse and Email Response Management functionality throughout your corporate website, ensuring that customers can get access to your service resources anywhere on your site, when they need it.
RightNow Social Experience is integrated across the customer experience suite, providing shared search and single sign-on with the Web Experience as well as shared search and incident escalation with the Contact Center Experience. It also features deep integration with the RightNow Knowledge Foundation, so that crowd-sourced knowledge from the community can be included in the company’s knowledge base and reused to support other customers.
Key Message:Most Gartner and 1:1 Media Awards Three Years RunningRightNow looks at success through the lens of our customer awards first, technology awards second
Very differentiating.But having the right technology solution is only part of a successful customer experience strategy. To succeed you really need a partner you can trust. This is why RightNow offers the CX Commitment, to make sure That we deliver the expertise and results you need while making it easy to work withus. Let me tell you a little more about each of these commitments:On Results: Our whole business is built on the premise that if you don’t success we don’t succeed. That’s why every one of our clients is assigned a client success manager, who is non-quota’d and incented entirely on your success.RightNow Project Methodology, or RPM - provides a proven methodology for implementing RightNow CX solutions. We don’t initiate a project until we agree on the results, and we don’t complete it until we deliver on the results.On Expertise: The one thing we hear more from any of our clients is they want us to push them harder on best practices, leveraging the expertise we’ve gained from being the best. Here are two explicit areas designed to do this:Centers of Excellence – exist for each of our product areas and is a grouping of the best and brightest across product management, professional services, and development, and support.Ask the Experts – makes this expertise easy to access any time, any whereRegarding Easy to Buy: Cloud Services Agreement – provides flexibility for our clients – including making it easy to accommodate capacity changes such as for seasonal usage, providing price certainty and transparency to buy more and renew.Annual capacity pools provide for seasonal usage Price certainty and transparency to buy more and renewAnnual checkpoints to rebalance capacity, reduce capacity, or terminate arrangementUpgrade timing flexibilityChoice of comprehensive customer care packages
They have 3 vendors and over 300 agents for handling incidents in RightNow. Each of these Business units and Support type required different information to be captured from the customer. A customer Service or CS incident needs more of account information from the customer whereas a technical support incident required more system specific info. Although the support agents at Real were universal, they could work on only one support type of one Business unit based on their profile and Workspace setup. Profiles were setup for Games CS, Music TS etc. Drawback with this approach was all queues (Games CS, Games C2C, Games TS, Music TS, and Media CS etc) had to be monitored with sufficient agents assigned to handle each of the queues. We recommended contextual workspaces to meet their business challenge. The contextual workspace was designed to include most of their incident queues (36 of them). 50 odd custom fields have been added to this workspace. Based on a particular queue selection, the Workspace loads up products/categories/Resolution and custom fields that are specific to that incident queue. Real has rolled this to all their vendors and this workspace is being used concurrently by all their 100+ agents. All the agents are now on this common workspace and are able to handle incidents of all Business Units and Support types. Our Observation: Despite having 80 odd workspace rules and which load/hide different custom fields, and displays different Product/Category and Resolution hierarchies. These fields load instantaneously and there are no performance issues reported. In the screenshots provided within this mail, you will see the workspace as an agent would. The key driver to this workspace and what fields will subsequently show up is the queue. While there are many rules within this workspace, the final two screenshots show some examples of the ‘If and Then’ statements from within the workspaces rule base. If you need further clarification, we can do a quick demo to show how they work. This is a complex use case and was over 200 hours of professional services work to put in place. One item to note here is that with the use of functions (if it were available) we would have been able to minimize the number of rules. It would also be nice to be able to change the label of the column.
Product management, manufacturing, and other departments gain rich, actionable customer insightReal-time feedback saves company thousands in product returnsEstimated more than $250,000 in annual savings achieved through self-serviceVoice application paid for itself in 90 daysSoftware-as-a-service enables new users anywhere to be added right away