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  • Jeffrey Wartgow
    What is so scary about customer service?6100%
    Entry posted October 30, 2017 by Jeffrey WartgowRookie 

    Boo! What goes bump in the night at your contact center? What ghost haunts your support team?

    Our Oracle Service Cloud Product Management team is a big fan of Halloween. So in the spirit of the season, we asked customers and partners what scares them most about customer service. In return, we’ve outlined a few tricks of the trade and treats (in the form of tools and resources) to help you face the dreaded perils and superstitions of customer service.  

    Controlling the cost cobwebs

    “Every year we are asked to do more with less. How can we be sure we are always running at peak efficiency? We are always looking for ways to do better. How do we make sure we are maximizing our relationships with all of our vendors? If we are asked to make a drastic cut, what would go?”

    You are not alone, friend. In fact many of your peers also said creeping costs keep them up at night. It jumps out of the shadows in discussions around training agents, making system adjustments, and building a single view of the customer. At Oracle we have placed a major focus on developing tools that increase self-service and improve agent productivity. Some of these tools can even fully automate service strategy. Our goal is find better ways for our customers to control costs while delivering exceptional customer experiences.

    You mentioned maximizing relationships with vendors…that is a great point relevant to controlling costs. Make sure you’re taking full advantage of the robust functionality within Oracle Service Cloud (e.g. knowledge base, workspaces, workflow, agent-scripting, guided assistance, chat, policy automation) . It’s designed to work together towards those goals while giving you insight into your business. When you work with other areas of your business, consider tying your Oracle Service Cloud implementation to the other products within the Oracle CX suite to maximize the value of products working together.

    For more immediate relief, check out the Service Cloud Analytics Cookbook. This resource is filled with reports to help you get more data-driven customer insights and ways to prove ROI, particularly the set of reports designed to help you understand your knowledge base performance. We hope these tools let you sleep a little better at night.

    Haunted by ghosts of failure

    “We built a great system and a great customer service but thinking about the possibility of going down and not being on the top is hard. My boss always says ‘Being #1 is easy, but maintaining that is so difficult.’”

    We totally get it! One moment your organization is delivering a world-class customer experience, and then BOOM, something happens and everything changes. Maybe your customers moved to a new channel, or perhaps the competition followed your example and figured out how to sneak past you. The game can change at any moment. We deal with this phenomenon all the time when designing our software. We have to predict what is coming next, so we don’t get left in the dust.

    So how do we avoid nails in our coffin? The answer isn’t easy, but our advice is to keep experimenting, innovating, and examining your business. Occasionally, we see organizations implement Oracle Service Cloud and then put it on a shelf. You can’t do that. Stay humble, even when you’re at the top. Keep listening to your customers, agents, and leadership. Invest in your implementation. This makes you the disruptor rather than the disrupted.

    Machines are coming to life!

    “Our company manufactures electronic appliances. The biggest issue IoT’s impending arrival, how are we going to tune our customer service to handle the changes?”

    Can you believe the changes that are coming?! I recently spoke to a large group of our customers in Texas, and the subject of IoT arose in almost every conversation. However, this doesn’t need to be scary. In fact, IoT will usher in the golden age of customer service.

    When I speak to customers about starting down the path of IoT, I often encourage them to think of the machine as another customer. Only this customer will let you know exactly why it is calling. It will communicate in a very consistent manner, can self serve, and probably won’t get upset if you ask it to repeat things. It is about creating a Machine Experience similar to your existing Customer Experience.

    Among customers that have already started with IoT, those most successful are those who embrace the innovation in cross-CX initiative. This means marketing, sales, and service all have a stake in making the project successful. Involving these other customer touch points often reveals better customer insight, and more organizational support throughout the initiative.


    These insights into the frightening facets of customer service came from our Oracle Service Cloud Hero Hub. If you’re interested in sharing your thoughts, stories, and experiences, please join the Oracle Service Cloud Hero Hub. Happy Halloween!

  • Nate Hossner, Oracle
    What’s Waiting for You in Oracle Service Cloud August 201710100%
    Entry posted October 23, 2017 by Nate Hossner, OracleExplorer, tagged Product / Product Release 
    I'm stepping a bit outside my usual role of facilitating the logistical aspects of Oracle Service Cloud upgrades to highlight some of the new features in the August release. I plan to do a similar post a month or two after every quarterly release.

    Most Service Cloud customers will be upgrading to the August release sometime in the next two months. In thinking about this new release, there are a few things I wanted to share about new features and changes.

    One popular feature we are hearing customers ask about is the new bulk delete API function that’s now available as part of Connect 1.4. This is good solution for customers that have thousands (or millions!) of unnecessary contact records that are bogging down reports or affecting performance and are looking for a way to purge this data. Future releases will include delete capabilities for other object types.

    Another useful feature is CPM logging, which addresses a long-standing customer request for a more robust logging framework to assist with CPM (Custom Process Model) debugging. The feature can be enabled through a configuration setting and the CPM logs can be retrieved through the new ‘Probe Designer,’ which is available through the Browser User Interface.

    My upgrade team is looking forward to the new mailbox editor, which lets administrators make site-wide mailbox changes from a single interface, instead of logging into every individual interface. For those who test email as part of an upgrade, this will be a major time-saver!

    In terms of product changes (as opposed to additions), there aren’t many, which makes upgrading even easier. A look through the release notes for Connect Web Services, Connect PHP, and the Desktop Add-In Framework shows there are no changes, just additional features. And no changes to workstation requirements either.

    For more documentation on the August release, take a look at the What’s New document and Release Resources.

    If you’re ready to make the move, make sure to check out our best practices for testing an upgrade. You can use this link to request an upgrade to the August release. 

    If you have other insights on the August release, or subjects that you'd like me to cover in future posts, I'd love to hear about them in the comments section.

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