Solve Your problem
I Need to Transform My Call Center
You can with RightNow®’s call center solutions. Chances are, you’re facing the typical challenges of a tight budget, even tighter staffing, and ever-escalating call and email volumes. And you know that the contact center is the critical area where your customers’ attitudes towards your company are shaped. There is a lot riding on the shoulders of contact centers today. In fact, RightNow can help you drive contact center costs down, while improving the customer experience.
Agents will be more productive with smart tools that help them ramp-up quickly and replicate the best practices of your top agents. And they’ll also have more time to engage with customers needing assistance, as repetitive or commonplace questions are typically answered through web and voice self-service channels.
You can with RightNow’s call center solutions. Chances are, you’re facing the typical challenges of a tight budget, even tighter staffing, and ever-escalating call and email volumes. And you know that the contact center is the critical area where your customers’ attitudes towards your company are shaped. There is a lot riding on the shoulders of contact centers today. In fact, RightNow can help you drive contact center costs down, while improving the customer experience.
Agents will be more productive with smart tools that help them ramp-up quickly and replicate the best practices of your top agents. And they’ll also have more time to engage with customers needing assistance, as repetitive or commonplace questions are typically answered through web and voice self-service channels.
With RightNow’s hosted customer experience management software solutions, agents share a unified view into all customer interactions across channels—email, phone, web, and live chat—so everyone is accessing the same information. RightNow’s self-learning knowledge base is the foundation of our customer experience management software solutions. It continually learns from customer interactions and refines answers to questions. The result is consistent answers, more productive agents, and lower cost per service.
The Great Contact Center Challenge
Today, contact center managers face a very challenging assignment. They are being tasked with better customer experience management while reducing costs at the same time. Some are even required to generate revenue. Customer expectations are, and will always be, on the rise. If your service agents are flooded with calls and email, and budgets are tightening while agent training and ramp-up never cease—how do you meet these demands?
More of the same won’t do. You need to transform your contact center into a truly knowledge-enabled, seamless multi-channel customer experience. RightNow’s call center solutions do just that—and we do it while helping reduce costs.
TomTom’s Answer
“RightNow is a powerful solution for capturing company and product knowledge and delivering it to customers when and how they need it,” says TomTom’s general manager of support Roy van Keulen. “As a result, we’ve been able to achieve high levels of customer satisfaction while keeping our contact center costs under tight control.”
RightNow's client TomTom is a leading provider of personal navigation devices and software for consumers all over the world. Working with RightNow, they run a highly efficient contact center that provides world class support to customers across all communication channels. In fact, their business has grown by 800 percent, but with their RightNow-powered call center solution, which includes web self-service answering more than two million questions every month, they’ve been able to limit the growth of email volume to 100 percent and phone call volume to 200 percent. Plus, their contact center solution also includes integrated email management and call tracking, so call center agents have information at their fingertips, and can immediately answer customer queries via email and phone with information from the same knowledge base—ensuring consistency of answers. Their call center is streamlined and effective, playing an increasingly important role in their ability to retain customers, and keep costs from growing as fast as their business. TomTom was a 2007 finalist in Gartner’s CRM Excellence Awards for their use of RightNow.
We Know What it Takes: Customer Experience Management Solutions
We provide hosted customer experience management software solutions for thousands of organizations and understand what it takes to make your contact center agents productive. With RightNow’s call center solutions, you’ll more easily manage the fluctuations in shift changes, home-based agents, staff turnover, and seasonal workers. Our patented, self-learning knowledge base, embedded into our on demand agent desktop, ensures that agents of any skill and in any location can deliver consistent information to customers across all channels.
The Cure For The Common Call Center
Is your contact center suffering to meet these growing demands and to take advantage of the new opportunities? RightNow has the cure for the common call center.
Related Information
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Research & Analysis: RightNow Multi-Channel Contact Center Benchmark Report
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Tool: I need to estimate my ROI
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White Paper: Customer Service Meets Social Media: Best Practices for Engagement
As big a game changer as social media is, all the basics for providing service still apply. You’ll have to adapt to not owning the channels you use for service and redefine your guidelines for engagement.
Greg Gianforte