2006 Summit Presentations by Time
Monday, Sept. 11th
Breakout #1
11:00 - 12:15
Advanced Answer Console Design:
Giving your Customers What They Want
Your RightNow Answer Console is a critical link in the delivery of
knowledge at the point of action. This session will ensure your
ability to deliver a great customer experience by providing users with
easy access to the information they want and need. You'll also get up
to speed on the latest and greatest Answer Console features.
Chat:
Leaveraging the Service Channel
As instant messaging becomes pervasive, chat is emerging as a powerful
channel for customer service and support. This session will help you
understand how your business can benefit from both the immediacy and
multi-tasking that chat offers. It will also show you how to make the
most of RightNow Live, RightNow's integrated chat management
solution.
RightNow
Marketing 8: A First Look
RightNow marketing is the industry's most powerful solution for
getting your company's key messages out to existing customers and
prospects. This session will acquaint you with the solution's new
capabilities and show you how it can help your company achieve its
growth objectives while delivering a more personalized and positive
customer experience.
High-Impact
Best Practices for Your Sales Team
RightNow Sales and Salesnet offerings are designed to enable a full
range of proven sales best practices. This session will acquaint you
with many of these best practices-from basic productivity enhancers
such as Outlook integration to structured selling techniques that you
can utilize to boost performance and user adoption across your
organization.
RightNow
in Education:
Strengthening Institutional Bonds
RightNow has been widely adopted by more than 100 institutions of
higher learning to optimize the constituent experience while
strengthening institutional bonds and reducing cost. In this focused
session, you'll learn how these institutions have achieved these
gains-as well as how they are expanding their implementations to take
advantage of RightNow's sales and marketing capabilities.
Case
Study: Turning Customer Experiences into Competitive Edge
Drawing from the real-world, the thought leadership of Martha Rogers
(Peppers & Rogers Group) and the technology expertise of RightNow
Technologies, this will be a guide for improving the customer
experience. This session will discuss why managing the customer
experience remains the best path to differentiation and maintaining a
competitive edge. Bring your questions for this "roundtable"
discussion on customer experience with Martha.
Breakout #2
1:30 - 2:45
Advanced
Integration and Customization Techniques
This session is for developers and other IT professionals who want to
know how to best integrate RightNow solutions with other enterprise
systems and perform more extensive customizations. Topics covered
will include specific API functions, coding best practices, and tips
for customization-as well as real-world examples of highly successful
projects.
Using
Service Analytics to Drive Superior Performance ***
Learn how to take full advantage of the valuable, actionable
information RightNow provides about support center performance, agent
productivity and your customers' top issues. This session will show
you how to make the best use of key standard reports and offer you
best practices for using the insights you gain to significantly
improve the customer experience.
Value
of Sales Force Automation
Professionals in the Sales Force Automation space will present as to
the enormous benefits of utilizing a Sales Force Automation (SFA)
application. Focus will be on the impact SFAs have in increasing sales
and productivity.
The
Strategic Value of a Superb Customer Experience
A superb customer experience is more than just something nice to do.
It is an absolutely critical differentiator for businesses seeking to
excel in today's highly competitive global markets. This session will
help you understand the crucial importance of customer experience
management to your company and the bottom-line benefits that accrue
when it is done right.
Breakout #3
3:15 - 4:30
Advanced Business Rules:
Automating the Breakthrough Experience
RightNow's business
rules let you define and automate the workflows that support a great
customer experience in sophisticated and highly flexible ways. If
you're already using rules, this session will show you how to take
your implementation to the next level with richer rules that
incorporate variable thresholds, multiple dependencies, and a variety
of triggered actions.
Rightnow
Service 8: A First Look***
RightNow Service 8.0 extends
RightNow's widely recognized market leadership with new features, an
enhanced look-and-feel, and expanded functionality that will empower
your company to deliver an even more compelling customer experience.
This session offers a great opportunity to get an up-close look at our
knowledge at the point of action release.
RightNow
Surveys: Listening to Your Customers
RightNow
Surveys-formerly RightNow Metrics-makes it easy for you to
consistently tap your customers for the insights critical to your
marketing success and an optimized overall customer experience. This
session will help you make the most of the solution's functionality
and give you lots of new ideas about how you can use it to great
effect across your entire company.
Salesnet: A Dive Into the
Product
In May, RightNow acquired Salesnet, an on demand
software firm focused on sales workflow automation. This acquisition
will help accelerate RightNow's customer experience management
development efforts by combining RightNow's patented knowledge
foundation with Salesnet's sophisticated workflow engine. Take a step
inside of this new technology and see how it can benefit your
organization.
RightNow in Government:
Enabling the Citizen-Centric Agency
Government
agencies at all levels have leveraged RightNow to
improve the quality of service they provide to the
public while driving down operating costs. Attend
this session to discover how these agencies have
achieved their successes and how they are continuing
to innovate by leveraging the full range of
functionality RightNow provides.
Knowledge at the Point of
Action: A Breakthrough for Your Business
Every
time your company interacts with a customer, there is an exchange of
knowledge. Knowledge may flow from your company to the
customer, from the customer to your company, or
both. But if that knowledge exchange does not occur
where and when it needs to, the customer experience
suffers. This session will outline the meaning of
knowledge at the point of action and teach you about
its associated concepts, best practices and benefits.
Tuesday, Sept. 12th
Breakout #4
11:30 - 12:45
The Basics: Introduction to Knowledge Base Management ***
This is a must-attend session
for anyone who needs a comprehensive overview of all
knowledge base management principles. You will learn
how to streamline the creation and management of
knowledgebase content and how to ensure that your
content is driven by your customers' actual needs.
You'll also learn how to make the best use of
RightNow's key reporting features.
Marketing Metrics that Matter
Metrics are extremely
important for improving marketing performance. This
session will show you how to best use your RightNow
dashboard, surveys, test cells, and reports to
pinpoint opportunities for performance improvement and
avoid the problems that typically undermine campaign effectiveness.
RightNow Sales 8: A First Look
RightNow Sales 8.0 provides
the comprehensive, intuitive functionality your sales
team needs to achieve maximum productivity and to
ensure the most positive overall customer experience
possible. Attend this session to get an up-close look
at all of its capabilities and to understand how it
can benefit your organization.
Public Sector
Roundtable
This session offers a great
opportunity to share with your peers in the public
sector about current trends and challenges affecting
government & higher education missions, operations and
technology strategies. It will feature an interactive
roundtable discussion where you can bring up the
issues that concern you most and find out how RightNow
can help.
Transforming Your Company's Voice Channel ***
Voice remains a critical
channel for marketing, sales and service. Attend this
session to find out how you can radically transform
your voice channel with automation and speech
technologies-so that you can increase revenue, reduce
costs, and deliver a competitively differentiated
experience across all customer touch-points.
Breakout #5
1:45 - 3:00
Advanced Knowledgebase Concepts:
Optimizing the Self-Service Experience
This session will show you how
to get the most out of RightNow's industry-leading
search technology, so you can further improve your
self-service rates. You'll learn how to fine-tune
indexing and search parameters so your customers can
find what they need even more easily, and you can
continue to drive down your operating costs.
Achieving Service Excellence
Through Multiple Channels
When you fully integrate your
phone, email, web and chat channels, you can deliver a
much better customer experience and significantly
reduce operational costs. This session shows you how
to achieve this goal with unified channel management
and common knowledge base content.
Business Rules: Processes and Policies for a Great Customer Experience
RightNow's business rules
provide a simple, powerful way to ensure that you
deliver a quality experience with every customer
interaction. They also provide the automation you
need to optimize contact center efficiency. At this
session, you'll learn how to take full advantage of
these workflow and escalation rules to achieve both
your quality and productivity objectives.
Breakout #6
3:30 - 4:45
Advanced Analytics: Getting Deeper Customer Insight
Designed for "power users" of
RightNow Analytics, this session will help you
understand how to mine data and turn it into
knowledge, thus getting deeper actionable insight into
your customers' needs and behaviors. Topics covered
will include comparison periods, trending, outer join
filters, custom scripting, and other advanced RightNow
reporting capabilities.
Fine Tuning Your RightNow Knowledge Base
RightNow offers a wide range
of configuration capabilities that can significantly
improve self-service rates-but can often be
overlooked. Don't let the happen to you! Attend this
session to make sure you understand how to optimally
configure your system to deliver the best online experience.
Tips and tricks from RightNow's Marketing Team
Our marketing organization has
more experience using RightNow Marketing than anyone
else. Come to this session to find out how we create,
execute and track our campaigns to hit our targets and
maximize response rates. You'll also get the inside
scoop on how we've learned to most effectively manage
email lists and handle leads.
The Hows and Whys of Integration
To truly deliver
knowledge at the point of action, it's often necessary
to integrate RightNow with ERP applications, telephony
infrastructure, and other enterprise systems. This
session will explain how these integrations are
performed and will offer real-world examples the
highlight the significant business benefits that they deliver.
20 Great Ways to Enhance Your Customer's Experience
This session presents a wide
range of proven techniques for enhancing the customer
service experience and improving contact center
cost-effectiveness. Topics covered include SLA
definitions, the use of Flash knowledgebase content,
product and category linking, incident color-coding,
and optimized management of multiple interfaces.
Wednesday, Sept. 13th
Breakout #7
10:30 - 11:45
Advanced Knowledgebase Administration:
Driving Continuous Performance
This session is for
experienced content managers and those with
particularly large and/or complex knowledge bases.
You'll learn how to fully exploit RightNow's advanced
features-including privileged access, multiple
interfaces, foreign language support and customized
reporting. You'll also find out how other advanced
users are getting the most out of their investment in RightNow.
RightNow Service 8: A First Look ***
RightNow Service 8.0
extends RightNow's widely recognized market leadership
with new features, an enhanced look-and-feel, and
expanded functionality that will empower your company
to deliver an even more compelling customer
experience. This session offers a great opportunity
to get an up-close look at our knowledge at the point
of action release.
Upgrading Your RightNow Service Environment
If you're on an older version
of RightNow Service, this session will outline the
benefits of upgrading and the steps you should take to
ensure that your transition is a smooth one. It will
include information about Upgrade-On-Demand, which
allows you to set up "pilot" instances of the system
populated with your live data and business rules
before going live.
Transforming Your Company's Voice Channel ***
Voice remains a critical
channel for marketing, sales and service. Attend this
session to find out how you can radically transform
your voice channel with automation and speech
technologies-so that you can increase revenue, reduce
costs, and deliver a competitively differentiated
experience across all customer touch-points.
The Contact Center as a Competitive Advantage
Your contact center can
provide your company with a significant competitive
advantage by delighting customers, minimizing costs,
and generating revenue opportunities. This session
provides practical, field-proven advice about the
steps you can take today to achieve these goals with
best-practice processes, policies, and metrics.
Breakout #8
1:00 - 2:15
Advanced Support Console Design: Views, Queues and SLAs
To deliver a consistently
superior customer experience, you need deep, granular
insight into the performance of your support center.
This session will show you how to use your RightNow
Support Console to maintain compliance with SLAs and
track key performance indicators. You'll also learn
how to best deal with growth in the size and
complexity of your business.
Using Service Analytics to
Drive Superior Performance ***
Learn how to take full advantage
of the valuable, actionable information RightNow
provides about support center performance, agent
productivity and your customers' top issues. This
session will show you how to make the best use of key
standard reports and offer you best practices for
using the insights you gain to significantly improve
the customer experience.
Reinforcing
and Maintaining Sales Methodologies Using Technology,
featuring
CustomerCentric Selling
The RightNow Salesnet
workflow engine allows for organizations to institute
best practices for developing relationships with
prospects and customers. CustomerCentric is a well
known sales methodology used worldwide. Combining the
expertise of RightNow Salesnet and CustomerCentric
best practices, this session will provide you the
understanding of the value of forming a sales
methodology, CustomerCentric processes and reinforcing
a sales methodology in RightNow Salesnet.
10 Easy Ways to Become an
Instant Service Hero
Front-line service staff can
radically improve the bottom-line performance of the
companies they work for. This session will offer 10
proven ways any support team can deliver an improved
customer experience, help reduce operational costs,
and even drive top-line revenue. Topics covered will
include capturing customer insight, minimizing talk
times, and up-sell/cross-sell techniques.
Support
and Answer Consoles
By optimally configuring and
managing your Support and Answer Consoles, you can
substantially enhance the quality of your customer
experience and drive reductions in the cost of your
support center operations. This session will cover
established best practices for configuration and
management of both consoles.
The Basics: Introduction to
Knowledge Base Management ***
This is a must-attend session
for anyone who needs a comprehensive overview of all
knowledge base management principles. You will learn
how to streamline the creation and management of
knowledgebase content and how to ensure that your
content is driven by your customers' actual needs.
You'll also learn how to make the best use of
RightNow's key reporting features.
