Events

2007 RightNow Summit - Best Practices Track Presentations

This is the place to be to get detailed, proven best practices on using RightNow Solutions to design, create, and implement high-value relevant interactions with your customers. Learn specific ways you can improve customer satisfaction, increase customer loyalty and retention, and generate higher revenues and profit.

20 Great Ways to Enhance the Customer Experience
[File Size: 0.49MB Estimated Download Time: 1.2min (56k), 0.2min (dsl)]
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 knowledge base content, product and category linking, multiple interfaces.

Best Practices, Knowledge Base
[File Size: 0.09MB Estimated Download Time: 0.2min (56k), 0min (dsl)]
A great knowledge base minimizes incident volume and maximizes customer understanding. This session provides an overview of best practices for analyzing how well your knowledge base works, as well as tips and techniques for improving searchability and navigability.

Best Practices, Training Your Team
[File Size: 0.1MB Estimated Download Time: 0.3min (56k), 0.1min (dsl)]
Successful deployment of a new application in your organization requires and effective training plan and rollout to your end users. Attending this session will provide you with insight into the best practices around ensuring initial and ongoing adoption of the RightNow application within your organization. Topics include change management strategies for promoting user adoption, creating effective training content/materials/assessments for building the appropriate skill sets, and producing competency assessments.

Best Practices, Integration
[File Size: 1.59MB Estimated Download Time: 4min (56k), 0.8min (dsl)]
To truly deliver a superior customer experience, it's often necessary to integrate RightNow with ERP applications, telephony infrastructure and other key enterprise systems. This session will provide details related to how these integrations can be administered and will offer real-world examples highlighting the significant business benefits that they deliver.

Best Practices, Marketing Automation
[File Size: 0.31MB Estimated Download Time: 0.8min (56k), 0.2min (dsl)]
RightNow Marketing is the industry's most powerful solution for getting your company's key messages out to existing customers and prospects. This session covers a selection of best practices around areas such as permission marketing, effective targeting, campaign optimization and successful delivery.

Best Practices, Analytics
[File Size: 0.37MB Estimated Download Time: 0.9min (56k), 0.2min (dsl)]
Analytics and Reporting best practices for creating, running, maintaining, securing, and scheduling reports. It will cover areas including maximizing report re-usability, optimizing run-time performance,will highlight new features in the 8.1 platform including cross-tab reports, functions, paging, and new dashboard functionality.

Best Practices, Chat
[File Size: 2.69MB Estimated Download Time: 6.7min (56k), 1.3min (dsl)]
As customers increasingly use instant messaging in their daily lives, chat presents a great opportunity to offer immediate, high-touch service. This session will cover how to make the most of RightNow Live, RightNow's integrated chat management solution. It will also cover maximizing agent productivity through the channel, helping your business benefit from all that real-time online communication has to offer.

Best Practices, Voice Solution
[File Size: 0.36MB Estimated Download Time: 0.9min (56k), 0.2min (dsl)]
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.

Best Practices, Contact Center
[File Size: 0.4MB Estimated Download Time: 1min (56k), 0.2min (dsl)]
Learn how to improve your organization's delivery against key performance indicators and drive best in class call center performance using RightNow CRM.

Best Practices, Sales Automation
[File Size: 0.67MB Estimated Download Time: 1.7min (56k), 0.3min (dsl)]
People, process and technology are critical ingredients to a successful sales automation solution within your company. This session covers the best practices for a new deployment as well as fine tuning your existing sales automation application.

RightNow Professional Services Capabilities
[File Size: 2.75MB Estimated Download Time: 6.9min (56k), 1.4min (dsl)]
So what's going on in Professional Services and how can we help you deliver a better customer experience? You'll hear about current and future services that can help you deliver more value to your customers. You'll also have an opportunity to provide feedback regarding current service offerings and suggest services you'd like to see this team deliver in the future.

Customer Choice: Tune Ups
[File Size: 1.73MB Estimated Download Time: 4.3min (56k), 0.9min (dsl)]
This session will let you see how RightNow Tune-Ups work-and the results they provide. You'll see how RightNow specialists have assessed actual RightNow Service implementations and made specific recommendations. You'll then see the results of implementing those recommendations. Topics covered will include best-practices design for web self-service pages, tips for optimizing search results, better knowledge base management, and more effective use of reports. Attend this session if you want to boost your self-service rates and ensure a great online experience for your customers.

Customer Choice: Custom Scripting in RightNow Analytics
[File Size: 0.09MB Estimated Download Time: 0.2min (56k), 0min (dsl)]
Custom Scripting provides an in-depth look at the Custom Script feature in RightNow Analytics. The session will discuss how Custom Scripts can help achieve reporting needs. It will also discuss Custom Script limitations and side-effects. Custom Scripts in use today will be presented as examples. This session is very advanced, and PHP knowledge is strongly recommended.