DENVER, CO -- Industry pros know there are always more challenges than resources in customer care. As past operators, Eventus knows firsthand how difficult innovation can be for customer engagement.
DENVER, CO -- Most executives in the contact center industry understand the importance and value of a quality CRM system to their business, but they question whether the CRM has enough of the key functionality needed to support their service delivery goals today and into the future.
LAS VEGAS, NV — Eventus Solutions Group, globally recognized consulting and managed services firm, has been recognized with the award for Excellence in Digital Transformation at PegaWorld. Pegasystems Inc. is the software company empowering digital transformation at the world’s leading enterprises. Pega’s adaptive cloud-architected software – built on its unified Pega Platform™ – empowers people to rapidly deploy and easily extend and change applications to meet strategic business needs. Over its 35-year history Pega has delivered award-winning capabilities in CRM and digital process automation (DPA) powered by advanced artificial intelligence and robotic automation to help the world’s leading brands achieve breakthrough business results.
Denver, CO – March 4th, 2019- Eventus Solutions Group, a global customer engagement and contact center consulting company, today announced its recent addition of Michael Norton as Chief Revenue Officer responsible for the strategic sales direction and revenue production of the company. Michael joins managing directors Milos Djokovic, Craig Tobin, Sean Erickson, Geoff Smyth and Rob Rutledge as part of the executive leadership team.
Denver, CO – January 29, 2019- Eventus Solutions Group, a global customer engagement and contact center consulting company, today announced its recent addition of Sean Erickson as Managing Director, leading the Strategy Consulting practice. Sean joins managing directors Milos Djokovic, Craig Tobin, and Rob Rutledge as part of the executive leadership team.
Denver CO - Last Saturday, the Eventus team joined the St. Jude Walk/Run to End Childhood Cancer. The event was held at the Dick's Sporting Goods Park in Commerce City.
Eventus Solutions Group turned out to support St. Jude in their mission to find cures for children with cancer and other catastrophic diseases through research and treatment. St. Jude has helped push the overall survival rate for childhood cancer from less than 20% when they first opened their doors to 80% today. St. Jude won’t stop until no child dies from cancer.
More and more "C" suites are realizing the impact of driving their customer experience and the impact on their company if they don't continue to evolve. There is so much buzz in the marketplace around Artificial Intelligence, BOT's, Digital Transformation so executives have begun to create a new role in the organization. The CXO or SVP of Customer Experience role can be a true differentiator for a company but the role needs to evolve.
Denver, CO - Eventus Solutions Group will assist the retailer in their selection of CRM and Telephony Solutions along with a global outsourcing strategy to deliver an optimized customer experience with lower overall total cost of operations.
Rob Rutledge, Managing Director for Eventus Solutions Group, says, "We have been helping this premiere retail brand improve their customer experience dramatically. This will further increase the reputation of the retailer and reduce their costs to serve customers significantly. By providing better visibility into the customer journey, customers are better segmented, and feel the customization related to being the customer of a premier brand."
Denver, CO – November 27, 2017 – Eventus Solutions Group, a globally recognized consulting and managed services firm focused on optimizing customer engagement, today announced that it is working with a worldwide non-profit healthcare research hospital focused on transforming outcomes for cancer patients.
Eventus is working on a digital transformation strategy that will include global expansion, modernization of telephony, CRM systems, and improved knowledge management, Artificial Intelligence (AI), and desktop automation solutions.
Denver, CO – September 25th, 2017 – Eventus Solutions Group, a globally recognized consulting and managed services firm focused on optimizing customer engagement, today announced that it is supporting global digital transformations and customer engagement strategies with large European-based retailers. Through these transformative consulting projects, Eventus brought deeply experienced operations and technology experts to drive telephony-based Customer Relationship Management (CRM) strategies, implementation, and ongoing managed services.
Using its Plan, Build, Manage Framework, Eventus enabled these top-tier clients to:
- Drive better customer experiences at a lower total cost of ownership
- Provide a true omni-channel customer experience by leveraging on premise and cloud solutions.
- Consolidate and modernize their global telephony and contact center agent desktop platforms.
- Leverage and maximize best-of-breed CX technologies; including Genesys, Pega, Oracle and inContact.
Denver, CO – August 31, 2017 – Eventus Solutions Group, a nationally recognized consulting and managed services firm focused on optimizing customer engagement, today announced its recent addition of Greg Weber as Consulting Practice Leader for Enterprise Communications.
Weber comes to Eventus from the office of the CTO at Avaya, where he worked on strategic enterprise communication initiatives, such as launching next-generation technologies to transform how people collaborate. Weber developed patents for methodologies of improving performance of collaboration and customer experience solutions. Weber and his team will focus on enabling Eventus Clients to deliver world-class customer engagement.
Eventus Sponsoring PegaWorld 2017
Eventus Solutions Group, a Pegasystems partner, is offering free 30-minute 1:1 Contact Center Executive Strategy Reviews at the PegaWorld conference in Las Vegas June 4 - 7. During your session, Eventus contact center experts will review your current strategies, technology architecture, and business objectives. You will receive actionable recommendations for getting more value from your investment in the Pega platform.
Denver, CO – March 29, 2017- Eventus Solutions Group, a global customer engagement and contact center consulting company, today announced its recent addition of Rob Rutledge as managing director. Rutledge joins founding managing directors Milos Djokovic and Craig Tobin as part of a growth initiative. At Eventus, Rutledge will lead the Strategic Consulting organization and strategic account management.
“We are delighted to add someone with Rob’s distinct talents and leadership ability to head up our Strategic Consulting team,” said Djokovic. “Rob’s expertise in customer success and digital transformation enables Eventus to address the growing global demand for our consulting services.”
Rutledge comes to Eventus from Accenture, where he led management consulting work at one of their five largest clients. Rutledge spent several years in Australia heading up management consulting for Accenture’s Asia-Pacific business with clients in China, Korea, and Japan. Many of his projects involved significant business transformation.
Denver, CO – Eventus Solutions Group, a global customer engagement and contact center consulting company, today announced it is a Silver sponsor of the upcoming Oracle Modern Service Experience conference. This premiere Oracle user event takes place April 25-27, 2017 at Mandalay Bay Hotel in Las Vegas, NV.
“We are excited to be a part of Oracle Modern Service Experience 2017. This sponsorship demonstrates our close relationship with and ongoing investment in our partnership with Oracle,” said Mike Placido, Senior Vice President at Eventus who heads up the Oracle partnership. “Eventus has participated in this event since its inception, and we are delighted to be expanding our role again this year.”
Denver, CO – Eventus Solutions Group, a nationally recognized customer engagement and contact center consulting company, today announced it has moved its headquarters into a new 13,500 square foot facility at 9777 Pyramid Court in Englewood, CO. The new location provides additional workspace as Eventus continues to grow in response to increased market demand for its services.
“We needed to make a significant increase in staffing and capacity in our Command Center to satisfy growing demand for our Contact Center Operations Managed Services,” said Milos Djokovic, Eventus Solutions Group Managing Director. “Our new space allows us to immediately double the headcount capacity of our hardened Command Center facility, with room for additional growth in the future.”
Eventus Helps Mortgage Servicer Increase Agent Efficiency and Regulatory Compliance with Knowledge Management
DENVER CO – According to a recent survey, only 50% of call center agents have access to a knowledgebase with free text search. When one of America’s largest mortgage loan servicers set out to improve efficiency and regulatory compliance, they turned to the contact center consulting experts from Eventus Solutions Group to deploy Oracle Service Cloud Knowledge Management with integrated agent and borrower portals. Eventus also initiated the content migration process and helped this company establish a knowledge governance process.
Before the 2008 financial crisis, the bulk of the regulatory and compliance burden on the mortgage industry fell on the lenders that originated loans, not the administrators that serviced them. However, new regulatory and compliance requirements resulting from Dodd-Frank and the Consumer Financial Production Bureau have shifted the focus to the mortgage servicers that interact with consumers over the life of the mortgage. These regulatory changes have had significant cost impact throughout the mortgage servicing industry, forcing industry players to find ways to reduce costs in some areas so they could boost resources focused on compliance.
Public Pension Plan Partners with Eventus Contact Center Consulting Experts to Improve Operational Efficiencies
DENVER CO - Contact Center executives strive to balance two competing objectives: providing excellent service and reducing operating costs. In an environment where operational efficiencies are key to providing cost effective service, the executives running a contact center for one of the nation’s largest public pension plans had a significant challenge improving operational performance to more efficiently service current workers and future retirees with an outdated organizational structure, cumbersome processes, and inefficient technology. To help them, they hired the contact center consulting experts from Eventus Solutions Group to shore up their contact center to improve organizational alignment, operations, and member service.
DENVER, CO – Some states have chosen to offer state-based official health insurance marketplaces to meet the requirements of the federal Affordable Care Act. As with all health insurance marketplaces, the goal is to help residents lower their healthcare costs, promote health and eliminate health inequalities. After completing the second open enrollment, a state health benefit exchange identified the need to update their CRM platform and improve their operations to serve customers better, gain insightful information and enhance their overall operations. To help facilitate this, an RFP was issued in 2016 identifying the needs and Eventus Solutions Group was chosen as part of a larger team to help implement overall contact center changes. This is Eventus's third Oracle Service Cloud platform installation for a state-based Health Benefit Exchange.
When starting the process to improve their contact center in early 2016, the state health benefit exchange was looking for a unique solution including contact center sourcing and technology that was cost effective, provided needed improvements to streamline the support of providing insurance to its residents and helped solidify the ongoing efforts to provide healthcare effectively. Eventus Solutions Group and its partners presented a solution that exceeded the initial goals of the state health benefit exchange, and upon winning the RFP – and completing delivery of the Oracle Service Cloud platform in early September – helped position the state health benefit exchange for success in their upcoming third Open Enrollment.
Multinational Risk Management Company Partners with Eventus Solutions Group to Optimize Worldwide Contact Center Technologies
DENVER, CO -- Contact center executives strive to balance two competing objectives: providing excellent service and doing so cost effectively. In an environment where Omnichannel communications are key to providing a competitive difference, implementing and sustaining contact center technologies is critical. The executives running contact centers for one of the world’s largest risk management companies had a large challenge to overcome to remain competitive in the ever-changing competitive landscape with inefficient and non-scalable technologies. To help them, they hired the contact center consulting experts from Eventus Solutions Group to help improve voice channel experiences, expose external client portals and to modernize their knowledgebase environment to a more advanced platform.
Companies often leverage disparate systems across multiple customer channels within their contact centers. They typically struggle with maintaining and expanding ongoing operations while updating the supporting systems due to the inherent process complexity involved. To help manage ongoing costs, contact centers leverage existing systems and often create multiple workarounds that directly impact the customer while incrementally increasing cost and reducing customer satisfaction. Due to the nature of this Client’s business, they have customers everywhere, along with multiple contact centers distributed geographically.
DENVER, CO -- For years, organizations have been hearing about the benefits of moving to the cloud and the many reasons cloud-based applications make sense for organizations large and small. While it is easy to find information on why the Cloud is the next big thing, it is much harder to find good information on how to migrate to the cloud successfully and what to expect along the way. In this webinar, the contact center consulting experts from Eventus Solutions Group are partnering with Five9, a leading provider of cloud contact center software, to share some valuable lessons that will help demystify this important evolution of the modern contact center.
You will learn:
- Why technology is just one critical consideration when moving to the cloud
- Challenges that must be addressed to ensure a smooth migration to the cloud
- Lessons learned and customer insights after moving to the cloud
- Eventus CIO, Senior Consulting Director and head of Eventus's Enterprise Communications Consulting practice John Smiley
- Five9 Product Marketing Manager Sean Head
DENVER CO – According to a recent survey, 82.5% of companies now recognize customer experience is a strategic competitive differentiator. One of the largest health insurers in the US, not only accepted this reality – they took action. Understanding that their customers preferred to use newer digital communications channels, the company realized it needed a new CRM platform and implementation partner to improve the overall customer experience. Partnering with the contact center consulting experts at Eventus, the company successfully deployed Oracle Service Cloud (OSvC) Chat and Co-Browse to support Incident Management for their customers in multiple locations worldwide.
This company is a U.S. based worldwide health services organization with insurance subsidiaries providing medical, dental, disability, and life & accident insurance products and services. Their offerings include Medicare and Medicaid products and related insurance to individuals in the U.S. and comparable relevant products for international markets. The company has been focused on overall technology modernization to deliver the customer interaction options that today's customers expect. The modernization program not only focused on delivering leading edge technology, but it also focused on reducing interaction time, which would provide cost savings.
Recently, we published a whitepaper called The Future of Knowledge Management that has proven to be very popular with our readers, setting an Eventus record for new whitepaper downloads. One of the topics the contact center consulting experts at Eventus covered in this paper is the evolution of self-service and how to meet the self-service knowledge challenge for increasingly demanding customers.
As customer engagement and contact center consulting experts, one of Eventus Solutions Group’s areas of focus has been Shared Services initiatives. A new generation of cloud-based contact center technologies such as customer relationship management (CRM) and enterprise communications are creating renewed interest in Shared Services based on these technology platforms. In the past year, Eventus has worked with multiple Fortune 500 class organizations on global shared service deployments of cloud-based CRM platforms. Based on our experiences from these projects, we have written a new whitepaper describing five key considerations organizations should evaluate before deploying a cloud CRM-based shared service initiative. Click here to download a free copy of this new whitepaper, CRM Shared Services: Five Key Considerations.
DENVER CO – When a fast-growing major financial services firm realized it needed help with its command center strategy, it called in the contact center consulting experts from Eventus Solutions Group. Following a detailed analysis of their needs and infrastructure, Eventus delivered a managed service providing centralized command center services for multiple internal and outsourced contact centers. Along with delivering 99% accurate forecasts, Eventus has driven dramatic improvements in customer satisfaction, operating costs, and overall customer experience for the firm.Creation of command center capabilities to support an increasingly complex organization is a major challenge for most rapidly growing contact centers. Without the ability to accurately forecast future demand for customer support, both service levels and unit costs can suffer. The customer care organization at this major financial services firm was struggling to keep up with rapid growth. They had grown from a single site to multiple sites including internal, outsourced and international facilities. They had to support multiple product lines, multiple contractual service level agreements, and multiple customer segments. Staffing levels had grown to 600 FTEs with seasonal peaks over 1200, with further incremental growth expected.
Last year, the contact center consulting experts at Eventus Solutions Group published a series of three whitepapers on Home Agents. The first provided an overview of Home Agents while the second and third drilled into the operations and technology aspects of deploying home agents. One of the topics we cover in the first paper is home agent contact center implementation considerations.
Despite the allure of the home agent model, employers shouldn’t underestimate the commitment required to be successful. The operation is dramatically different from brick and mortar. Consider the employee applicant pool as an example. When hiring for a brick and mortar operation, the employer is generally confined to the radius people are reasonably willing to commute to work. This fact limits the applicant pool a business can expect to attract.
What Does Your Service Cloud Partner Know About Omnichannel, Multichannel, Digital Channels and Media?
Recently, we published a whitepaper called “12 Questions to Ask your Service Cloud Implementation Partner." The fourth question our contact center consulting experts suggest is what does the partner know about omnichannel communications such as email, web forums, chat, mobile and social?
As more and more communication mechanisms are being created and adopted by customers, it has become imperative that customer service and the Service Cloud integrate these various channels to provide a seamless customer experience. In the ‘Age of the Customer’, consumers have come to expect omnichannel communications and the expertise required to implement them correctly with the CRM must come from your partner. CRM implementation partners who have primarily focused on the SFA or marketing automation subsets of CRM may not have the necessary expertise.
Last year, the contact center consulting experts at Eventus Solutions Group published a series of three whitepapers on Home Agents. The first provided an overview of Home Agents while the second and third drilled into the operations and technology aspects of deploying home agents. One of the topics the first paper covers is the evolution of contact centers.
In just the last few decades we've watched contact centers transition from localized brick and mortar to near-shore and offshore operations. Now they are moving right into the home office. Until recently, the primary objective underlying every significant change in contact center operations was cost reduction, whether through technological advances or global economies. Cost has played a role in the shift to home-based agents as well, but most companies realize the biggest payback in the form of customer satisfaction.
Eventus Champion/Challenger Outsourcing Helps Non-Profit Improve Customer Satisfaction and Reduce Operating Costs
DENVER CO -- The CEO just didn’t feel right. Experts from two of the largest and most well-known consulting firms in the world had told him the contact center BPO deal on his desk was ‘in market’, and that he should sign it. But still, the idea of giving an outsourcer a multi-year exclusive 9-figure deal made him pause. Instead of signing, he picked up the phone and called the contact center consulting experts at Eventus Solutions Group. That turned out to be the right decision. Eventus was able to show the CEO of this well-known non-profit how to deploy an alternative outsourcing model that has since saved the organizations tens of millions of dollars while also increasing customer satisfaction ratings by 17% and reducing average handle times by 19%.
As contact center consulting experts engaged with dozens of Fortune 500-class clients, Eventus has a unique perspective on the world of customer engagement. One recent trend we have identified is a dramatic increase in interest in Knowledge Management. When planned, deployed and managed correctly, knowledge management can improve self-service capabilities while simultaneously making agents more efficient.
However, we often get asked where is Knowledge Management headed? How has self-service evolved to where we are today? What will be required to deliver self-service in the future? How will the Internet of Things impact Knowledge Management? How will knowledge evolve from dialog to cognitive engagement? Also, finally, what you can be doing now to prepare for this exciting future? To answer these questions and more, we have just published a new whitepaper called “What Does the Future of Knowledge Management Look Like”. To download a free copy of this whitepaper, click here.
Modern Siebel? Isn’t that an oxymoron? While people use many adjectives to describe Siebel, modern typically is not one of them. However, Siebel users need modern CRM capabilities just as much as anyone else. To help Siebel customers understand their strategic options for modernizing, Eventus and Oracle are presenting a free webinar, Evolve Your Siebel CRM with The Oracle Roadmap to Modern™. This live webinar will take place March 23, 2016, at 1 pm ET/10 am PT. To register for the webinar, click here.
DENVER, CO – Eventus Solutions Group today announced receipt of its Service Organization Control (SOC) 2 Type II attestation engagement report. This report provides independent validation that Eventus’s internal security, availability and confidentiality controls operated in accordance with the American Institute of Certified Public Accountant (AICPA) applicable Trust Services Principles and Criteria (TSPC).
Conducted by CompliancePoint, a PCI Security Standard Council qualified security assessor company, the examination conducted a thorough review of Eventus’s policies and practices in three areas:
- Security – ensuring the system is protected against unauthorized access (both physical and logical)
- Availability - indicating system is available for operation and use as committed or agreed
- Confidentiality – ensuring information designated as confidential is protected as committed or agreed
The TSPC for Security, Availability and Confidentiality are organized into four broad areas: Policies, Communications, Procedures and Monitoring. CompliancePoint assessed Eventus’s conformity with each criterion across these four areas.
Since we launched our knowledge management practice last year, Eventus contact center consulting experts have had the pleasure of teaming on several projects with our partners at Irrevo. This month, we are excited to be participating in a free Irrevo webinar entitled ‘How to Lead a Successful Content Migration'. During this event, our own Melissa Riley and Terri Hanson will be participating on a panel along with two of Irrevo’s top knowledge strategists. The webinar will take place Thursday, February 25, 2016, at 10 am PM/1 pm/ET. If you would like to attend, here is a link to the registration page.
DENVER CO - Contact center executives strive to balance two competing objectives: providing excellent service and doing so efficiently. The executives running contact centers for one of the world’s largest travel companies had a bigger challenge than most. Due to rapid growth, they needed a plan to balance these competing objectives on a worldwide basis. They recently hired the contact center consulting experts from Eventus Solutions Group to perform a global footprint analysis to determine which sites around the world will allow the Company to provide the best service to its global customer base at the lowest cost.
Many companies locate their contact centers using a relatively conventional formula. They either find relatively low-cost locations near their existing customers or facilities, or they go offshore to countries that have developed reputations as low-cost areas. For this Company, the traditional model was a non-starter. Due to the nature of their business, they have customers everywhere. Plus, they have locations everywhere. Hence, their contact centers could be almost anywhere.
To help this Company create an optimized global contact center footprint, Eventus is utilizing a unique and proprietary Location Benchmarking Model that can rank and score over 1,000 metro areas in 50+ countries around the world. The model allows comparison of alternate locations based on variables such as labor market size, labor availability, labor costs, industry presence, business climate, infrastructure quality, geopolitical risk, real estate costs and utility costs.
Our Managing Director Craig Tobin knows a thing or two about customer engagement. That is one reason he co-founded one of the industry's leading contact center consulting firms. Craig's experience in building and managing contact centers goes back to his career with GE and Oxford Health Plans, along with his time in the private equity marketplace. He has also personally negotiated billions of dollars in outsourcing agreements, both as a buyer and a seller. However, Craig's knowledge of customer service best practices remains current and state-of-the-art as well.
Eventus Contact Center Consulting Experts Help Transportation Firm Get Smart about Customer Engagement
DENVER CO – In the Age of the Customer in which we all now live and work, surveys consistently show consumers prefer answering their own questions via a self-service capability instead of calling into a contact center. A large transportation company was hearing loudly and clearly from its customers that its self-service website was just not good enough to be competitive in today’s market. They turned to contact center consulting experts from the Eventus Solutions Group to address this shortcoming by implementing Oracle Service Cloud knowledge management and customer portal capabilities. This global deployment now successfully supports customers, travel agents and contact center agents in the Americas, Asia and Europe.
The company had knowledge content housed in several disparate sources, which resulted in their service center not being able to meet its web self-service goals. While it had a lot of useful technology in-house, it was lacking in a knowledge presentation layer and management capabilities. After an exhaustive selection process, the company decided that Oracle’s Oracle Service Cloud cloud-based CRM platform provided the best knowledgebase, customer portal and other desired capabilities such as chat and co-browse to modernize its CRM infrastructure and optimize customer engagement.
We have written a couple times already this year about what we call “311 2.0”, the next generation of customer engagement capabilities now being implemented by state, local and municipal governments. These 311 2.0 projects are all occurring despite very difficult fiscal conditions for government organizations of all types. One reason for this is the existence of four “game-changing” enablers our contact center consulting experts are seeing deliver significant improvements in constituent service while at the same time delivering real reductions in operating costs:
Doug Dostal to Speak About Siebel Modernization
DENVER, CO – Eventus Solutions Group today announced that Doug Dostal, Senior Director CRM Architecture, will be speaking at Oracle OpenWorld. Mr. Dostal will be co-presenting a session called “Get Better: Accelerating Oracle Service Cloud and Siebel Integration” with Oracle Senior Product Management Director Roderick Peace. The session will take place in the CX Service track at Oracle OpenWorld on Wednesday, October 28 at 1:45 in Moscone West – 2006.
Siebel was the first vendor to bring an enterprise perspective to CRM. As a result, many large organizations chose to implement Siebel as the foundation for all their customer-facing systems. However, over the past ten years, the CRM category has seen an explosion in new capabilities including omnichannel, knowledgebases, self-service, social and mobile. Siebel Modernization combines Oracle Service Cloud with Siebel into a hybrid architecture that adds market-leading modern CRM capabilities, leverages investments in Siebel, and avoids the risk, cost and disruption of a major system replacement.
As Senior Director CRM Architecture for Eventus Solutions Group, Mr. Dostal has maintained extensive architectural expertise with major CRM Systems focusing on cloud delivered applications. He has acted as primary architect for over 30 CRM engagements. Mr. Dostal is often requested as a senior level architectural advisory for client organizations including Fortune 500 organizations. Mr. Dostal spent 15 years as a Signal Officer in the U.S. Army, has a BS Degree in Management Information Systems from Iowa State University and received his MBA from the University of Iowa.
In an era where customers have more choice than ever before, companies must differentiate themselves not only by the products and services they sell, but also by how they engage their consumers and customers before and after the sale. According to a recent Daily News report, 86% of consumers will stop doing business with companies because of a bad customer experience. On the other hand, 60% of customers are willing to spend more money with companies they believe provide an excellent customer experience. In a recent whitepaper, we identified twelve steps to take to achieve customer engagement excellence. Step 3 was adopting service standards.
Earlier this year, we published a whitepaper called “12 Questions to Ask your Service Cloud Implementation Partner”. The fourth question our contact center consulting experts suggest asking is how does your partner see Service Cloud fitting into a comprehensive customer engagement strategy?
Ten years ago, customer service and customer care meant helping people solve their problems in the most cost effective way possible. Nowadays, in what Forrester Research has dubbed the ‘Age of the Customer’, the goal of customer care has shifted to providing the highest possible level of customer service the organization can afford as part of an overall, end-to-end customer engagement strategy. Obsessively satisfying customers throughout all phases of the customer life cycle, above almost all else, has become one of the most important factors to a business’ long-term success. Your Service Cloud will be key to providing this type of customer experience.
Large Retailer Turns to Eventus Managed Services to Keep Oracle Service Cloud Aligned with its Continuously Changing Business
DENVER, CO -- Once all the hard work has been done to plan and build out a strategic customer engagement initiative, the last "to do" is to put in place suitable and sufficient support resources to manage the new operations and technologies. One large multinational retailer was completing an Oracle Service Cloud implementation with Eventus when it realized it was going to need ongoing help supporting ongoing business changes. It is continuing to leverage Eventus contact center consulting expertise by using Eventus Managed Services to provide application support for its new CRM system.
During the first 90 days of managed service support following initial system go live, the company was not only ramping up for the upcoming holiday season, but was also training agents on using the new Oracle system. Eventus successfully transitioned the company onto the new system by guiding the internal team with best practices and making refinements to the implementation to support their evolving business practices.
Now that we are the Age of the Customer, more and more companies have realized that how they engage with their customers is highly strategic and an important source of differentiation. As a result, fewer and fewer companies are outsourcing contact center functions purely to save money. Does this mean outsourcing is no longer a viable business strategy? Not at all! Eventus contact center consulting experts have identified four scenarios where outsourcing can help a company optimize customer engagement.
Today’s organizations want to hit the best margins to make their businesses viable while also delivering the right customer experience to satisfy and retain customers. Company leaders struggle with balancing these objectives with the pressures of time to market, costs, quality and service levels, and customer satisfaction goals - almost always with the mantra of figuring out how to do more with less.
Home agent contact centers represent a goldmine of opportunity in staffing and cost advantages. By hiring remote agents to field your customer calls from their homes, not only do you eliminate the traditional brick and mortar costs from the equation, you essentially remove all physical boundaries from your hiring process. The quality and diversity of your applicant pool increases exponentially, and the quality of your customer calls improves as a result—but only if you have the right technology in place. Instead of brick and mortar, technology forms the foundation of the home agent contact center, and the tools you choose can make or break the success of your operation.
Following the initial introduction of 311 fifteen years ago and the widespread rollout of first generation 311 systems in the early 2000s, the 311 industry settled into a period of quiet stability. However, that period is now over. Private companies like Apple and Zappos have ‘raised the bar’ on the definition of good customer service. As a result, consumers now have higher expectations for government services as well. North American municipality, county, state and provincial governments have responded with a variety of new 311 initiatives that have reinvigorated the entire 311 space.
DENVER CO -- In the Age of the Customer, consumers increasingly expect retailers to provide a seamless experience across both physical stores and digital channels. When one of the world’s leading retailers realized a home-grown legacy CRM system was keeping it from optimizing how it engaged with its customers, it needed a partner to implement a new cloud-based CRM system. Eventus delivered this complex project on time for holiday season, on budget and with no change requests.
The company had selected Oracle Service Cloud to replace a custom legacy CRM application used by one of their divisions. The company’s corporate IT department had a pre-defined methodology for the project to follow, but they did not have the necessary Oracle Service Cloud application expertise to successfully define requirements and implement the solution. Based on a successful project Eventus had completed with Oracle elsewhere, Oracle recommended Eventus for this project.
Earlier this month, we released the first of a three-part series of whitepapers on home agent contact centers, There’s No Place Like Home. If you read that paper and found yourself wanting more information about recruiting, training and managing home agents, you are in luck – the second paper in the series is now available. This paper, Home Agent Best Practices: Operations, covers staffing, onboarding, training, and managing employee relations with home agents.
In a recent whitepaper, we identified twelve questions to ask your prospective service cloud implementation partner. The second of those questions is “What does the partner know about contact centers?”
While there are many CRM implementation specialists to choose from, not all CRM implementation partners have equivalent capabilities. Many CRM implementation partners actually specialize in sales force automation deployments, not customer care. For organizations implementing Service Cloud functionality to support their customer care organizations, it is critical they find an implementation partner who really understands customer service and contact centers.
Cost containment is still a factor in the contact center, but it’s no longer the driving force. Today, the customer is firmly at the wheel, and home agent contact centers have moved to the forefront of many companies’ customer engagement initiatives.
By removing office commutes from the equation, home-based contact centers can tap into a much broader applicant pool than the traditional brick and mortar, making it easier to recruit skilled, mature and enthusiastic customer service professionals—the perfect corporate brand ambassadors.
At an average age of 40, 85% of home-based agents are college educated and most have at least ten years of business experience under their belts. In contrast, brick and mortar agents are typically young, high school educated, inexperienced and rarely looking to stay for the long haul.
Major Financial Services Firm Overhauls its Customer Engagement Strategy with Eventus Solutions Group
DENVER CO -- Financial services organizations are facing a double whammy. While many are still recovering from the Great Recession, they are also adjusting to the emerging realities of competing in the Age of the Customer, where their ability to succeed depends on superior engagement with their customers. One major multinational financial services firm realized it needed external resources and expertise to craft a strategic plan for dealing with these realities. They turned to the Eventus Solutions Group for a strategic global contact center assessment.
The firm wanted to align its business drivers with technology plans to increase customer retention, drive higher wallet share within its customer base, and provide a seamless customer experience across all touch points. A small team of highly experienced Eventus contact center consulting experts took less than five months to deliver a company-wide contact center assessment, highlighting the current state, the desired future state, a full gap analysis, recommended strategies, a multiyear technology roadmap, program plan and full financial analysis.
In a recent whitepaper we identified 12 steps to help organizations achieve customer engagement excellence. The second step is “Support Employees as They Support Your Customers.” Employees who deliver customer service are not only the face of your organization, they often times tend to be the first interaction a customer has with your business. This makes them one of the most important aspects of the 12 steps.
Eventus Solutions Group Brings Advanced Customer Engagement Capabilities to Leading Publishing Company
Orchestrates successful launch of cloud-based automatic call distribution and interactive voice response platform
DENVER, CO -- Eventus Solutions Group has a solid reputation for being easy to do business with, and its clients are following suit. A publishing company was in the process of completely overhauling its enterprise communications platform for easier customer interaction. When it became apparent the project was not keeping up with project milestones, the company needed to get the project on track. They turned to Eventus Solutions Group for help.
Eventus brought its ‘STORM Methodology’ – a creative coupling of Waterfall and Agile techniques optimized for cloud-based technology platforms – to add much needed structure and tools to the struggling project. The results were dramatic. Eventus deployed a small but highly skilled team of contact center consulting specialists that first assessed the company’s automatic call distribution (ACD) and interactive voice response (IVR) strategy, implementation roadmap and current state of the project. It then developed a correction plan that the client immediately began to implement.
In a recent whitepaper we identified 5 types of 311 programs which governments are engaging in to provide effective services to their constituents. The first type is “New 311 Programs.” In some instances it is discovered that some government entities are playing catchup with the current state of 311 systems.
Many governments are looking to meet increased constituent expectations by implementing their first 311 programs. Such organizations never implemented 311 during the initial phase of 311 deployments in the early 2000s. In addition, some new projects are consolidation efforts by a county or state to cover the entire region rather than just a town or city. These initiatives sometimes grow from an elected official’s desire to provide their constituency with a single point of contact for all government services. They may also derive from the maturation of a citywide contact center, or a mayor’s correspondence unit, or a desire to provide more transparency for constituent services
DENVER, CO -- In the Age of the Customer, technologically empowered members expect responsive, proactive support from their healthcare insurance providers across multiple communications channels. At a time when many healthcare organizations are still struggling to identify and meet current expectations, one major healthcare insurer was focused on what its members will want in the future, and how its contact centers will help meet those needs. To help, they engaged a small, highly experienced Eventus Solutions Group contact center consulting team to perform a strategic contact center assessment.
The healthcare plan was near the completion of a multi-year contact center strategic plan and wanted to rationalize its management approach to several vendors, several hundred internal agents and a larger number of vendor seats. Eventus came in to map out a new contact center strategy and roadmap that would leverage existing infrastructure, address marketplace conditions and position the healthcare plan for continued growth and service leadership.
In a recent whitepaper we identified 12 steps to help organizations achieve customer engagement excellence. The first of those steps is “Make Customer Focus the Business Objective.” While this may seem like a very basic change, it is a very important shift in your organization’s culture that helps create the best possible foundation for the remaining steps.
In a recent whitepaper we identified twelve questions to ask your service cloud implementation partner. The first of those questions is “What does the partner think ‘CRM’ means?” This is actually not a trick question. Of course everyone knows CRM stands for Customer Relationship Management (or sometimes Constituent Relationship Management in government circles). But as customer relationships have become more strategic, the CRM software category has expanded to include multiple subcategories including sales force automation (SFA), marketing automation and customer service.
In an era where customers have more choice than ever before, companies must differentiate themselves not only by the products and services they sell, but also by how they engage their consumers and customers before and after the sale. According to a recent Daily News report, 86% of consumers will stop doing business with companies because of a bad customer experience. On the other hand, 60% of customers are willing to spend more money with companies they believe provide an excellent customer experience.
Combination of CodeBaby Virtual Assistant Technology and Eventus Customer Engagement Expertise Gives Business a Potent Self-Service Model
Colorado Springs, CO -- CodeBaby and Eventus Solutions Group today announced a partnership in which the two companies are delivering joint solutions to address customer engagement challenges for brands through a self-service model. By combining CodeBaby’s Intelligent Virtual Assistant (IVA) technology with Eventus’ contact center consulting and managed services, clients will now have a comprehensive solution that optimizes customer engagement and increases online conversions on average a stunning 1000 percent more often.
Former Avaya Executive Brings 25 Years of Contact Center Experience to Eventus
Denver -- Eventus Solutions Group announced today that Jim Lal has joined the firm as Senior Vice President of Sales. In his new role, Lal takes over responsibility for sales of Eventus contact center consulting services including management consulting, technology implementations and managed services. Lal is based at the company’s headquarters in Englewood, Colorado.
Like most other Eventus executives, Jim is a contact center veteran, having worked in the contact center industry for over 25 years. Jim comes to Eventus from Avaya, where he spent seven years as a General Manager responsible for sales of professional services as well as project delivery. Prior to Avaya, Jim spent eight years at BearingPoint, where he was an Associate Partner responsible for sales in the CRM/Contact Center segment.
“We are thrilled to have someone with Jim’s sales, professional services and contact center experience heading up our sales activities”, said Craig Tobin, Eventus Solutions Group Managing Director. “Thanks to his background at Avaya, American Express and elsewhere, Jim has been able to immediately contribute to strategic discussions with clients, prospects and partners.”
DENVER -- Eventus Solutions Group has been named a finalist for the 2015 Colorado Companies to Watch award. The 2015 nomination class includes 1,024 Colorado companies with revenues between $750,000 and $50 million. Of those nominees, 95 companies were named finalists and were invited to attend the Finalist's Reception on April 7th at the Governor's Mansion in Denver.
"We are extremely gratified to be named a finalist for this award," said Milos Djokovic, Eventus Managing Director. "The high caliber of the Colorado workforce enables us to grow rapidly and deliver innovative customer engagement solutions to major corporations nationwide."
With the arrival of the ‘Age of the Customer’, a recent report from OVUM Research states that CRM is now the fastest growing category of enterprise software. As more organizations implement new CRM capabilities, the demand for CRM implementation partners is growing. In our role as a contact center consulting firm, we have helped many organizations develop CRM strategies, select CRM vendors and select implementation partners. We have also performed implementations ourselves. From our industry-wide vantage point, we have observed that while there are many CRM implementation specialists to choose from, not all CRM implementation partners have equivalent capabilities.
DENVER -- Eventus Solution Group announced today it will be presenting strategies for modernizing Siebel at a free webinar being hosted by ImmixGroup (www.immixgroup.com) on Thursday February 26, 2015 at 2:00 EST. In this webinar, Eventus Senior Director of CRM Architecture Doug Dostal will describe how components of Oracle Service Cloud, Oracle’s cloud-based CRM product, can be integrated with an existing Siebel implementation to provide CRM modern functionality, but without the risk and expense of a complete Siebel replacement.
What: Join Eventus Solutions Group and immixGroup for a free online webinar, Why Modernizing Siebel is More Cost-Effective than Replacing It”. The following topics will be covered:
- How Oracle Service Cloud (OSC) components can be added to a Siebel installation to create a modern hybrid architecture
- How a hybrid Siebel-OSC architecture lets Siebel users cost-effectively leverage their investment in Siebel, while adding modern customer experience capabilities from OSC
- The four most common use cases for modernizing an existing Siebel implementation with OSC
- The four primary integration techniques for creating a hybrid architecture so that Siebel remains the system-of-record
- Eventus Group is now an Interactive Intelligence Elite Partner
- The partnership enables Eventus Solutions Group to sell, service and support the entire Interactive Intelligence cloud and on-premises portfolio for communications, collaboration and customer engagement
- The partnership is expected to further accelerate Eventus Solutions Group’s growing cloud-based and hybrid telephony business
DENVER – Eventus Solutions Group, the customer engagement specialists, today announced it has become an Interactive Intelligence Elite Partner. The partnership agreement enables Eventus Solutions Group to provide sales, service and support nationwide for the Interactive Intelligence communications, collaboration and customer engagement solutions, which can be deployed in the cloud or on-premises. These solutions include functionality for contact center, unified communications, and business process automation.
“Similar to the movement we saw a few years ago toward cloud-based CRM, large enterprises are reaching out to us for help with their cloud-based call center strategies,” said Milos Djokovic, managing director for Eventus Solutions Group. “Cloud-based telephony solutions offer significant advantages, including lower capex costs, more flexibility and faster implementation. It’s now the fastest growing part of our business and partnering with Interactive Intelligence enables us to deliver and support a comprehensive set of solutions.”
Eventus Solutions Group is nationally renowned for its strategic planning, technology sourcing and implementation, and day-to-day operational execution exclusively in the contact center and customer engagement arenas. Eventus clients include leading brands in healthcare, insurance, retail, communications, government and other industries.
Rightly or wrongly, constituent expectations for the goods and services they receive from commercial organizations influence their expectations for the services they receive from public organizations. Over the past few years, consumer expectations from commercial organizations have increased thanks to the robust and optimized customer experience consumers have learned to expect from the likes of Apple, Amazon, AARP, USAA and Zappos.
What entices a retired person to wake up early and fight traffic to go to work rather than have a standard tee time? According to new Eventus Senior Vice President of Managed Services Ray Zukowski, it takes a company with the right vision, the right people and the right products and services that can gain real traction in the marketplace today.
Eventus managing directors Milos Djokovic and Craig Tobin, who knew Ray previously, reached out to him to see if he’d be interested in working at Eventus, specifically to head up its growing managed services group. They were looking for a senior executive who could help build upon their already successful track record, such as being named to the INC 500 list of fastest growing companies, and continue to position Eventus as a leader in the marketplace.
What does Apple have to do with 311? What about Zappos? The answer is - more than you might think! These companies have been delivering such fantastic customer experiences that they have “raised the bar” on consumer expectations for what constitutes good service in all segments of the economy.
Cammie Blais is currently Vice President of Customer Engagement at Eventus Solutions Group and former Chief Financial Officer of Connect for Health Colorado. She graciously gave some of her time to answer some questions about open enrollment for the Affordable Care Act.
November 15, 2014 marks the second open enrollment period under the Affordable Care Act. Contact centers are ramping up staff and getting ready for significantly higher call volume over the coming months. Open enrollment lasts for three months, until February 15, 2015. The logistics behind getting prepared for this period began as soon as last year’s open enrollment was over. Contact centers in every state, whether they are working with a state exchange or the federal exchange, have experience now and are ready to implement their strategy for an efficient and seamless customer-centric experience.
A recent article in Consumer Reports brings light to the fact that many companies are going beyond customer service to self-service. The self-service model has many benefits for consumers and businesses alike, but like any new technology, there are growing pains as the model is being perfected. The world is adapting to this new high level of customer service, but ultimately success will be determined by companies’ willingness to accept and evolve this technology to ease the transition for customers and employees alike.
The Self-Service Revolution
Last month I had the pleasure of presenting at the Northern California Contact Center Association’s (NCCCA) “Cloud-Based Contact Center Solutions Conference” held in Sacramento. Put together to educate industry professionals about the various trends and benefits involved with the latest cloud-based contact center technology, the summer event drew more than 60 attendees from across the region and industry.
A recent report published by Ovum forecasting growth possibilities within the enterprise application software market pegged systems focused on customer engagement to be the market’s fastest growing area.
Lately we have been working with a number of customers who have been interested in one of the following:
- Implementing a service CRM system to track customer support activities alongside their existing marketing automation tool.
- Implementing marketing automation to both acquire new customers and nurture current customer relationships.
- Connecting existing service CRM and marketing automation tools.
Strengthens Abilty to Offer Full Cloud CRM Solutions Complementing Full Engagement Management Including the Contact Center, All in the Cloud
Eventus Solutions Group is a recognized leader in CRM and Contact Center professional services. They offer a breadth of services including strategic consulting, CRM implementation and managed services. Additionally, Eventus was recently named an OPN Specialized partner by Oracle.
“Many of our clients have had tremendous success with our implementations that unify Cloud CRM and Cloud Contact Centers,” said Craig Tobin, Managing Director, Eventus. “As customer engagement specialists with deep domain expertise in building and operating contact centers, we are excited about the NexxPhase relationship.”
Denver, Colorado - Eventus Solutions Group, a Gold level member of Oracle® PartnerNetwork (OPN), today announced it has attained OPN Specialized status for Oracle Service Cloud. To achieve OPN Specialized status, Oracle partners are required to meet a stringent set of requirements that are based on the needs and priorities of the customer and partner community. By achieving a Specialized distinction, Eventus Solutions Group has been recognized by Oracle for its expertise in delivering services specifically around Oracle Service Cloud through competency development, business results and proven success.
“Many of our clients have had tremendous success with Oracle Service Cloud,” said Craig Tobin, Managing Director, Eventus. “ As customer engagement specialists with deep domain expertise in building and operating contact centers, we are excited to achieve Oracle Service Cloud Specialized status.”
Over the last few years as social media has grown in popularity so has the social media command center. Created in an effort for companies to monitor, engage and overall better understand their customers online, these command centers have helped companies interact with their target audience in more interactive and intimate ways than were ever thought possible. Even with the revolutionary new technology, a major question remains: What department is responsible for customer engagement within the social media command center? Marketing or Customer Service?
As with any other service upgrade or add-on, new call center technology often times receives a fair amount of push back from management and executives. Hidden behind these reservations toward new technology within the industry is a fundamental misunderstanding of the costs associated with the change capable of occurring within customer-centric contact centers that adopt these solutions. This is the contact center paradox: companies can upgrade their contact centers with new, more efficient systems while actually saving money in the process.
Our current digital age has changed some of the ways we live our lives. Because we have now become used to information being available the second we request it, our expectations of immediacy have permeated beyond the initial realm of search engines. That is, we now expect service to be as immediate as information. Patience for a problem to be resolved is at an all-time low, and demand for efficiency in contact center solutions is at an all-time high. That is why it is increasingly important to incorporate self-service options into your call centers, so customers can first try to help themselves before having to seek further assistance.
Live chat has quickly become an important customer service option for consumers online today, allowing them to quickly receive answers to their questions by a live person with knowledge of the company and site. While many companies understand the need for live chat implementation, many do not realize the skills involved with this type of operation. Often times directors or managers believe live chat can be added to a current employee’s tasks, not realizing the added time and skill sets necessary for success. Instead of setting your agents and live chat up for failure, creating a dedicated team of chat agents should be considered when it comes to live chat.
The past few decades have seen the business world sway multiple times between call center outsourcing and internal call center operations. In the 90’s major cost savings drove many companies to shut the doors on their internal customer service operations and outsource their call centers outside of the United States, but customers soon fought back against this practice due to the poor customer service they received. Since then the quality of service from outsourced call centers have improved greatly, and areas of the world such as the Philippines now specialize in providing a more reliable service for those looking. Even with increased quality in outsourcing options today, many who follow the contact center industry believe that an internal call center may still provide the best options for those worried about the overall customer experience. With that in mind, Eventus has put a short list together of the benefits for the two differing positions to help readers better understand which is best for them.
Travelocity is one of the internet’s leading provider of travel services for both leisure and business travelers alike. Consumers can access all of Travelocity’s travel related products online from one of the 40 different websites online and can receive customer support from contact centers specializing in phone, email and chat. When Travelocity looked to improve their customer service efforts while controlling their IT costs, they turned to Oracle’s RightNow Support option.
How many of you have had a negative experience with a contact center? I am guessing all of you. If you have called a contact center in the past twenty-five years, chances are you have had a negative experience because the industry as a whole had dropped the ball for a while. It seemed like every contact center had switched to the mentality that saving money was the most important aspect. The problem with this is that the logic is flawed. By simply cutting funding and encouraging employees to complete calls more quickly and work towards other metrics, the companies ended up shooting themselves in the foot. The primary issue with this mentality is that it fails to consider some critical costs to the organization.
When it comes to cultivating a reputation for your business, customer service should be your top priority. In order to deliver exactly what your customers want in your product or service, you must first learn what that is. And sure, your initial market research will help you define your personas, but those personas are bound to change over time. And as you release new features, products, or services, you are sure to want to have access to real-time reviews on these changes. This is why it is so important to find the right contact center strategy. Make it easy for your customers to provide feedback and customer engagement is sure to grow.
Everyone has dealt with terrible customer service before. Go around the table at dinner and people will remember every detail of a bad retail experience, a terrible stay at a hotel, or hours wasted on hold calling for tech support. For many people, a single bad experience with customer service is enough for them to take their business elsewhere! With the growth of social media, it's become easier for people to share their stories of bad service on Facebook and Twitter, swaying more people to seek other places to shop. Face-to-face customer service interactions have many advantages over contact centers, so how can you improve your remote service to improve the customer experience while benefiting your company as well?
Hires Accenture Veteran, Craig Cornelius as Senior Vice President for Division
DENVER, April 8, 2014 -- Eventus Solutions Group today announced the creation of its Federal Services Division and the hiring of Accenture (NYSE:ACN) veteran Craig Cornelius as the Senior Vice President of the division. Cornelius will be responsible for all aspects of Eventus’ business with U.S. federal government organizations moving forward.
"We are absolutely thrilled to have an executive of Craig's caliber leading our Federal Services Division," said Craig Tobin, managing director and co-founder of Eventus. "Craig shares our vision that through the implementation of commercial best practices and technologies, government organizations have the opportunity to deliver increased levels of service while operating within the realities of a budget-constrained environment."
Prior to joining Eventus, Cornelius enjoyed a 25-year career with Accenture. In one of his last positions there, he had overall responsibility for all aspects of Accenture′s business with federal civilian organizations. Additionally, Cornelius served as the managing director who launched the Accenture U.S. government operating unit’s Customer Relationship Management (CRM) business.
The typical marketplace has changed. Business used to be dominated by independently owned shops. The typical company representative was knowledgeable in his or her respective field, and businesses prided themselves on their abilities to help customers. Excellent customer service wasn’t considered a luxury; it was simply the way good business was done. But the marketplace developed and independent business grew into corporations. Soon enough, small business became dominated by big businesses. The priority of doing good business changed to achieving maximum profitability. One of the first things to go was the focus on customer service, hence the outsourcing of customer service to foreign nations like India. Luckily, the marketplace has continued to evolve, and the modern digital age has redefined the customer’s expectations of customer service, as customers now prefer to have access to self-service options as welll as company representatives. In order to help highlight these changes, here are five statistics that should be shaping your business’s strategy for contact center solutions.
It can be hard to fathom a life without customer service in it. Before remote desktop support, live chat and other contact center solutions, there were complex phone trees and outsourced call centers and before that there were buggy IVR systems and telephone switchboards connecting you to the store you purchased the product from. Over the last century customer service and the technologies helping to improve it have come a long way, here’s the complete history as told by Eventus.
We grew up hearing from various bosses and businesses about how “the customer is always right” and how you should focus on meeting their needs. Before now, those ideas were considered optional and many businesses didn’t subscribe to them; but those days are over. Now, if every aspect of your business doesn’t work towards delighting your customers, then you’ve lost a step in today’s market. We have entered what Forrester Research has coined “The Age of the Customer” where businesses must be customer-obsessed in order to maintain any kind of competitive advantage. This age of the customer impacts any contact center solutions you are using as well as other elements of customer engagement. While this is the world our businesses now live in, it helps to understand how we got to this point. Here’s a quick history lesson on the various business eras in relation to major competitive advantages and customer service operations.
When it comes to considering the different sourcing options for a company and their customer service operations (offshore, onshore, near-shore, multi-country, etc.) key decision-makers face some very difficult choices. Business practices in the past few decades have led to an overall negative public opinion toward the idea of outsourcing or off-shoring, yet customer continue to demand higher levels of service and greater cost savings that are now available from today's business process outsourcing. Even still, other organizations are moving toward the cost-saving avenue of call center outsourcing without fully understanding the customer service consequences. In an effort to help those searching for answers to the tough decision of whether or not to outsource, we’ve put together a short list of questions that may help provide a clearer answer.
Knowledge management can be thought of as a slightly vague contact center solution. Quite often, people understand the idea behind collecting and storing knowledge from within the company so that both agents and customers can access and utilize it when needed, but are unsure of how this is done or what areas of the contact center this affects. Below is a list of 9 different areas of a contact center that can be positively affected by knowledge management.
The idea of Knowledge Capturing (KC) and Knowledge Management (KM) is not a new one. Ever since the early 1990’s, organizations have been collecting, storing and making available necessary information and processes for their staff and management teams to utilize. Not only does this provide a more effective way of disseminating critical pieces of knowledge but it also helps to create a more efficient establishment. While many businesses focus their efforts of KC and KM on internal sources, there are actually other uses for the information gathered that can provide major benefits outside of the organization’s walls.
In order to serve customers to the best of your ability, you must be able to understand them. And like most other things in the world, they change with time. The desires and troubles of a common customer today are quite different from the desires and troubles of a customer from fifty years ago. Many people want to be able to know how to fix a problem on their own, so they can avoid having to go through the call-center process again. Some people still want to be helped on the phone, so they know it’s done. And a few people just want the problem taken care of for them, and they don’t want to have to think about it again. People are different, and society is changing, so it is important that our contact center solutions adapt with the changing times.
Many analysts monitoring the contact center industry have coined this time period as “The Age of the Customer” as more customers are empowered by advances in information technology and the information available to the average customer through public sources. Correspondingly, customer expectations for how companies will serve them have risen, requiring companies to constantly improve in order to keep their highly informed and empowered customers satisfied. Here at Eventus, we have embraced this age with open arms and now believe that it has evolved to include “The Age of the Government Customer.” It is because of this that we believe that more and more of the constituents or ‘customers’ for government agencies begin to expect their service experiences with agencies to be comparable to those provided by commercial enterprises.
Many industries within the United States are facing a crisis as their workforce begins to age and inch closer to retirement. It’s not just the private sector that has to cope with this workforce issue either, as government organizations must also scramble to prepare for major employee losses due to retirement. But why is this aging workforce such an issue, especially for the public sector? Yes, we may be seeing a majority of the Baby Boomer generation finally leave the workforce, but we still have new generations coming in willing to take their place, but is that enough? The fact is that many government organizations face a handful of challenges connected to the loss of their most senior employees, including the loss of valuable knowledge, the need to increase efficiency while dealing with the inability to replace retirees. Fortunately, improvements in contact center solutions and technologies have made it so that many organizations can breathe easily when one generation steps down for the next to take their place.
The amount of effort a customer must exert in order to resolve an issue with your contact center plays a key role in their loyalty felt towards your company and service. According to a study conducted and published by Matt Dixon and his colleagues, there are five drivers to customer disloyalty connected to the effort necessary to resolve an issue through your contact center operations. If these drivers are targeted and corrected, many companies can mitigate customer disloyalty by creating interactions that are easier and require less effort. Below you will find a list of the 5 drivers and how they play into the idea of extra customer effort leading to disloyalty.
As an Oracle RightNow CX implementation specialist with over 80 projects under our belts, we have significant experience with RightNow support and customizations. In fact, given we have customized RightNow in a significant number of projects, it is probably a safe assumption that a majority of RightNow customers have customizations in their implementations.
For several years before I started working for a customer engagement firm, I have been a fan of the way Enterprise Rent-a-Car engages with their customers. This week, I had a new, unique experience with Enterprise that illustrates how well their approach works.
Lately, Oracle has begun implementing new changes to RightNow support and its services. Just a week or so ago, we spoke about the changing service plans coming into affect at the end of this year and how those RightNow customers utilizing customizations within the application will have to begin looking elsewhere for support in their efforts. Now, there are more changes coming from Oracle but this time it’s far less controversial.
According to a very interesting article on DestinationCRM.com, author Leonard Klie outlines how the customer service call center has been losing ground to web self-service. Just like how in decades past most Americans preferred to pull up to a full-service gas station as opposed to filling their own tanks, the times have changes. People now prefer to handle it themselves when possible. The same thing goes for customer service. We live in a digital age where most of the information in the world is readily accessible online. This perpetual availability of information has minimized the acceptable wait-time for responses. People want answers immediately, thus many people prefer to find their own answers. That means companies should be adapting with these changes in order to keep their customers as satisfied as possible.
The idea of customer retention is not a new one. For decades now, customer-oriented companies have spent plenty of time, energy and money figuring out ways in which they can keep their customers longer so that they might continue to collect on their growing business and profits. But why? Beyond the obvious reasons for wanting to keep customers (continuous flow of revenue, ability to increase services, etc.), a major reason for customer retention efforts boils down to creating a loyal customer. Here’s why:
Back in 2010, a mere 5% of organizations were taking advantage of social media to provide quality customer service to their customers. As 2014 approaches, the numbers have increased dramatically, with nearly 20% now integrating their social media strategy with customer service.
It’s no secret that the Federal Exchange and its website has not been working as planned, but even more bad news has come from Washington this week as it seems that a malfunction in a key technology behind the exchange’s website has left even more frustrated users unable to apply for coverage. While many Americans are stuck dealing with this nightmarish situation, there are a few states out there that have chosen another route when it comes to the healthcare exchange. A total of 18 states opted not to subject their residents to the federal government’s exchange and instead create and run their own state healthcare exchanges. So how have these states faired in comparison to the Feds’ exchange? Many, including Colorado, have done quite well.
For companies looking to improve their contact centers and customer support, live chat services are growing in popularity and a fantastic way to interact with your customers while helping solving their problems. Instead of waiting for an email response to their question, or sitting on hold for 20 minutes, your customers can get a real person helping them and directing them to your resources, giving your company the opportunity to provide excellent customer service 24/7!
In the eyes of Match.com, customer satisfaction is everything. That’s why they’ve searched for and implemented some of the latest and most innovative contact center solutions that are helping to drastically improve satisfaction and resolution numbers. What’s the key to this success? A 3-tier targeted approach focusing on better trained employees, better processes and the implementation of new technologies.
Providing your website visitors with chat functionality is a must in 2013. Being able to speak with a real person about any questions or comments trumps waiting on hold on the phone or the lengthy back-and-forth of email, and the ease of use encourages people to initiate conversations with your representatives. But if your live chat system is slow, inefficient, or has long wait times, it can drive potential customers away and frustrate existing ones looking for support. Improving your chat service will increase your revenue and improve customer loyalty, and allow your agents to provide exceptional service. There are many companies offering solutions to fix your chat program, but only Oracle RightNow has the track record of significant improvements for clients. Here's five ways that the RightNow Chat Service can reduce your chat handling times.
This morning I had a great customer service experience. I will share it with you. I will even name names. I want you to ask yourself whether your own customer care organization could do this for your customers. If not, maybe you should give us a call here at Eventus.
Eventus joins companies such as Microsoft, Zappos, Intuit, Clif Bar, Vizio, andOracle who have gained early exposure as members of the Inc. 500.
Inc. magazine today named Eventus Solutions Group to its 32nd annual Inc. 500|5000, an exclusive ranking of the nation's fastest-growing private companies. The list represents the most comprehensive look at the most important segment of the economy - America's independent entrepreneurs. Eventus joins companies such as Microsoft, Zappos, Intuit, Clif Bar, Vizio, and Oracle who have gained early exposure as members of the Inc. 500|5000.
Eventus ranking highlights include:
Ranked #52 overall on this year’s list, and
#4 in the Business Products & Services category.
#3 in the state of Colorado
Three-year growth of 5,221%
Revenue growth from $120,250 in 2009 to $6.4 million in 2012