8 Steps to Great Customer Experiences
Presentations
Establish a Knowledge Foundation - Knowledge Base 101
Start with the best approaches to knowledge management within RightNow! Attend this session to learn how to start populating and using your knowledge base. Topics covered include initial population and configuration of your knowledge base as well as initial best practices for monitoring and improving your knowledge base performance. This course is intended for beginners to knowledge base management.
Empower Your Customers - Customer Portal and Web Self-Service 101
When customers want help, they want it immediately. One of the best places to drive a great experience and make sure customers can always get what they need is through your customer portal. This session will give you a quick overview of Customer Portal, and showcase what some cool RightNow clients are doing with it. We'll also review how Customer Portal enhances the customer journey and the overall customer experience. And, we'll preview some new features coming with the November ’09 release.
Empower Your Frontline Employees - Agent Desktop 101
Frontline employees serve as a gateway between your organization and your customers. When they need help, your customers expect immediate, accurate, and complete answers, and they expect your agents to be able to resolve their issues quickly. The RightNow Agent Desktop is designed to accomplish all of this, as well as improve the overall effectiveness of your agents. 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 agent scripting.
Offer Multi-Channel Choice - Contact Center 101
Customers want options. No matter where they are, or what time it is, if you want to keep them happy, you need to be there when they want help. And you need to give quick, correct, and consistent answers regardless of the communication channel they choose-phone, web, social cloud, email, or chat. This session will cover multi-channel trends and requirements, as well as best practices to keep consistency across these channels.
Listen to Your Customers - Feedback 101
How can you deliver a great customer experience if you don't know what your customers want? Find out how to make insightful improvements and achieve higher response rates by listening to them. This session will explore listening to your customers through multiple channels. You'll also see demonstrations of the different ways to gather feedback through closed incident surveys, closing chat surveys, broadcast surveys, automated voice surveys, and surveys by agent proxy.
Design Seamless Experiences - Workflow 101
Do your customers have to act as the glue between the different departments in your organization? With desktop workflow, you can walk agents through business processes and tie together workspaces, guides, and scripts. This session focuses on the Desktop Workflow, and the new capabilities introduced with the August ’09 release. We will also demo the capabilities from both the agent and designer perspectives.
Engage Proactively - Marketing 101
Learn how RightNow can help engage your customers proactively with relevant, personalized and timely communications through targeted marketing campaigns. Also, find out how to encourage your customers to "pass it on" to friends and to stay connected with your social pages.
Measure and Improve Continuously - Analytics 101
Does your organization provide a good customer experience? If you can't measure how well you are providing and improving customer experiences, you don't know where you stand. Join us, learn about the customer experience scorecard, and find out where you stand. This session will also cover analytics best practices, benchmark metrics and an overview of RightNow's two business intelligence solutions, RightNow Analytics and RightNow Enterprise Analytics.
