Best Practices Presentations

Establishing a Knowledge Foundation

Knowledge Base 101
Download Presentation PDF     View the Recorded Presentation

A good knowledge base will maximize effective web self-service and minimize incident volume. This session provides an overview of best practices for analyzing how well your knowledge base works, as well as top tips and tricks for quick knowledge base tuning.

Empowering Your Frontline Employees

Agent Desktop Configuration
Download Presentation PDF     View the Recorded Presentation

A unified agent desktop brings all of the right information-for and about each customer-directly to the agent's desktop, allowing them to provide a better experience to customers. This session will cover best practices around workspace design along with recent functionality improvements that can improve your agents' efficiency. Key topics covered include: contextual workspaces, guided assistance, and importing/exporting workspaces.

Designing Programs that Say "We Heard You"

Web Surveys
Download Now

Do you want to see positive changes in both customer satisfaction and customer experience levels? Many companies are beginning to jump onto the bandwagon to gather experience feedback to do just that. This session will cover best practices around survey design, execution, and reporting to help take your feedback program to the next level.

Measuring and Continuously Improving in the Contact Center

Reporting 101
Download Now    View the Recorded Presentation

This session offers some of our best practices for creating, running, maintaining, securing, and scheduling reports. We will cover areas including maximizing report re-usability, optimizing run-time performance, and minimizing maintenance time and effort.

Offering and Improving Assisted Online Service

RightNow Chat
Download Now     View the Recorded Presentation

Chat continues to grow in popularity. It's a quick, convenient option to offer customers, and gives your contact center an added opportunity to grow revenue. In this customer featured session, we'll review best practices around online chat and hear how Sprint is leveraging RightNow Chat to improve service and sales.

Empowering Your Customers

Tune-Up Best Practices for Web Self-Service
Download Now

There was a time when great customer service meant high-touch, personal interactions with your customers. Today, the convenience of self-service is what more and more customers prefer-which is lucky since companies must optimize their agents' valuable time, and for many that means offloading most routine phone and email inquiries to the web. This session will go through best practices from over 3,000 web self-service deployments and leave you with actionable steps you can take to improve your customer's self-help experience.

Getting to the Inbox

RightNow Marketing
Download Presentation PDF     View the Recorded Presentation

With hundreds of marketing messages hitting up your target customers every day, you know first impressions count and image is everything. This session covers best practices for campaign design, management, and reporting to optimize your email programs and minimize deliverability issues.

Optimizing Voice Self-Service

RightNow Voice
Download Presentation PDF     View the Recorded Presentation

Customers have become accustomed to instant gratification. They can usually get much of what they want, anytime, anywhere-and can easily become aggravated when they have to wait in a long phone queue or plod through a touch-tone routing system to direct their own calls, sometimes arriving at a real person who still can't resolve their problem. Learn the management and performance improvement processes that go into our managed voice self-service solution to help get the most from RightNow Voice.

Keys to the Right Response

Email and Incident Response Management
Download Presentation PDF     View the Recorded Presentation

Your contact center needs email and incident management to ensure quality responses, and to easily track how incidents are handled. This session will cover best configuration and practices for email and incident response management.

RightNow 8 and Beyond

Upgrading Made Easy
Download Presentation PDF     View the Recorded Presentation

RightNow has standardized on a quarterly product release schedule to ensure ongoing availability of new features and functionality as we constantly drive new trends in the industry. This session will cover best practices and recommendations to prepare for and get the most out of your future upgrades.

Getting Seen in a Google World

Search Optimization
Download Presentation PDF     View the Recorded Presentation

Learn how to use RightNow's sitemap protocol, knowledge syndication widget, and other search configuration techniques to ensure that your customers find you when and where they search.

Global Service Environments

Supporting Multiple language Web Self-Service
Download Now