Events
2007 RightNow Summit - Tuesday Presentations
1:30-2:45
RightNow
Service
[File Size: 3.47MB
Estimated Download Time: 8.7min (56k), 1.7min (dsl)]
Make every contact count across every communication channel! Heighten
the experience of your customer interactions via the phone, web,
email, chat, or in person. This overview of the latest eService and
Contact Center capabilities* offers insights to help you deliver
consistently excellent customer service across all channels of
communication.
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.
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.
Advanced
Search
[File Size: 0.09MB
Estimated Download Time: 0.2min (56k), 0min (dsl)]
MarketTools Inc. Expert Case Study: RightNow
Integration in Days
Fougere Robertson, RightNow Specialist, MarketTools Inc. Chandar
Pattabhiram, Vice President of Product Marketing, Cast Iron
Systems
[File Size: 0.99MB
Estimated Download Time: 2.5min (56k), 0.5min (dsl)]
Many RightNow customers need to rapidly migrate and/or synchronize
customer service data with a variety of other systems - including CRM,
ERP, databases, call center and custom applications - to capture
valuable insights from customer interactions and share this
knowledge base across all service channels. Until now companies had to
embark on lengthy custom coding projects. Attend this presentation to
hear insider integration secrets from MarketTools who integrated
RightNow in days without resorting to custom code. You'll learn:
- How to solve critical integration issues in days using a "configuration, not coding" integration appliance from Cast Iron Systems
- Best practices on how to maintain accurate contact information across your systems
- See RightNow integrated live in 8-minutes!
FastTrack
Your Legacy IVR System
Genesys, Ticketmaster, and Gartner Group
[File Size: 1.3MB
Estimated Download Time: 3.3min (56k), 0.7min (dsl)]
Deciding on the best method to replace an aging IVR system can leave
your head spinning. How do you start? What's best for your ROI? How do
you ensure customer satisfaction? Join Gartner Research Vice President
Drew Kraus and Genesys as they show you:
- How the Genesys FastTrack program helps you leverage voice self-service and achieve targeted customer satisfaction and ROI goals
- The best ways to turn IVR replacement into an advantage
- Steps to strengthen customer relations, increase revenues and improve efficiency in the contact center and beyond
- Insights on how to increase contact center efficiency
3:15 - 4:30
RightNow
Sales
[File Size: 2.56MB
Estimated Download Time: 6.4min (56k), 1.3min (dsl)]
Empower your sales people with tools that help them reach peak
performance. Learn how to improve sales effectiveness and productivity
in this overview of new RightNow Sales capabilities.* Find out how new
enhancements can help your sales people connect with customers more
intelligently and successfully than your competition.
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, 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.
Advanced
Business Rules
[File Size: 0.1MB
Estimated Download Time: 0.3min (56k), 0.1min (dsl)]
RightNow in Retail:
Delivering
a Consistent Experience to the Cross-Channel Shopper
[File Size: 3.23MB
Estimated Download Time: 8.1min (56k), 1.6min (dsl)]
RightNow Retail Industry Manager, Neal Pappion and AMR Retail analyst
Andy Sanfilippo will share valuable industry insight focused on the
tremendous impact of the cross-channel shopper. With over 50% of all
shoppers shopping cross-channel, the need for a comprehensive strategy
is vital. Learn how other retailers are addressing this trend and how
your RightNow investment can be leveraged to deliver consistency
across your web, store and voice channels.
RightNow in Government:
Best
Practices to Ensure Successful Constituent Interactions
[File Size: 0.52MB
Estimated Download Time: 1.3min (56k), 0.3min (dsl)]
Government agencies are constantly faced with the challenge to improve
constituent interactions, increase operational efficiencies and
continuously improve while working within budget constraints. In this
session you will learn how government agencies at all levels have
leveraged RightNow to:
- Provide easy, immediate access to agency information by leveraging a centralized knowledge base across all channels
- Explore strategies and technologies that empower constituents and frontline employees
- Improve constituent satisfaction levels while lowering operational costs
5:00 - 6:15
RightNow
Salesnet Customer Community Update
[File Size: 0.54MB
Estimated Download Time: 1.4min (56k), 0.3min (dsl)]
This session provides an opportunity for all RightNow Salesnet
customers to learn the plans for RightNow Salesnet, as well as the
differences between RightNow Salesnet and RightNow Sales. Learn how to
migrate to RightNow CRM and understand the additional value RightNow
CRM can provide the SalesNet user. We will also share high level
product roadmap information.
RightNow
Marketing
[File Size: 1.49MB
Estimated Download Time: 3.7min (56k), 0.7min (dsl)]
Reach a new level of efficiency in proactive customer communications!
Our award-winning marketing automation software keeps getting better
so your contact centers can continue to escalate your ROI in marketing
campaigns. In this session, learn how new RightNow Marketing
capabilities* can help you maximize your marketing impact to boost
profits.
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.
Advanced
Knowledge Base
[File Size: 0.36MB
Estimated Download Time: 0.9min (56k), 0.2min (dsl)]
Increase
Customer Satisfaction and Incremental Transactions Through Integrated
CRM and Commerce Solutions
Robert Sullivan, Director of Industry Solutions, Sterling
Commerce
[File Size: 3.06MB
Estimated Download Time: 7.7min (56k), 1.5min (dsl)]
Sterling Commerce, an AT&T Company, will present the integrated view
of CRM, Service/ Support and commerce capabilities to provide a
unified customer experience. Whether customers are interacting via web
self service or through CSRs, there is always an opportunity to
up-sell and cross-sell additional products and services to end
users. The Sterling Commerce discussion will focus on case studies and
demonstrations of this integrated view for maintaining customer
satisfaction and guaranteeing future customer interactions through the
combined pre integrated product sets of RightNow and Sterling
Commerce.
RightNow in Consumer Electronics: Taking
RightNow to the Next Level in High Tech and CE
[File Size: 1.47MB
Estimated Download Time: 3.7min (56k), 0.7min (dsl)]
For Consumer Goods and Consumer Electronics companies who don't
directly sell products to consumers, RightNow can be used throughout
the entire customer purchase lifecycle. Learn ways to leverage your
investment in RightNow to enhance the entire customer purchase process
from pre-sales research to post-sales support. In this session, you
will see examples and learn how to help customers easily research your
products, find the closest stores or dealers to make a purchase, and
seamlessly register their products. Not only that, but also learn how
to quickly capture and act on feedback from customers on product
issues and defects before they become a major issue.
