tag:blogger.com,1999:blog-54187115010927972952024-03-13T16:46:31.729-04:00John M. Perez.ComA Professional and Personal blog exploring Web Trends, Technology, and Strategy within the Service & Support and I.T Industries.John Perezhttp://www.blogger.com/profile/17386887914848789941noreply@blogger.comBlogger175125tag:blogger.com,1999:blog-5418711501092797295.post-4766276493212041912012-03-08T15:25:00.001-05:002012-03-08T15:27:51.850-05:00Join John M. Perez at The eCRM Virtual Multichannel Conference 2012<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjCRTirTpztvdTX_se8x8ZbZfWvYOSSvc4Myk29To3RiWbhHtoS3JFV6WA4SehDqpPZQ3SdC7IGDqbAnoOfEZt2kvxFR_bJ8OKN6vYtiRdI42nf7LSn2qBBqURUoHpgi1cgyhAu8YpC1tI/s1600/Screen+Shot+2012-03-08+at+10.04.38+AM.png" onblur="try {parent.deselectBloggerImageGracefully();} catch(e) {}"><img style="float:left; margin:0 10px 10px 0;cursor:pointer; cursor:hand;width: 200px; height: 102px;" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjCRTirTpztvdTX_se8x8ZbZfWvYOSSvc4Myk29To3RiWbhHtoS3JFV6WA4SehDqpPZQ3SdC7IGDqbAnoOfEZt2kvxFR_bJ8OKN6vYtiRdI42nf7LSn2qBBqURUoHpgi1cgyhAu8YpC1tI/s200/Screen+Shot+2012-03-08+at+10.04.38+AM.png" border="0" alt="" id="BLOGGER_PHOTO_ID_5717625666422247698" /></a><br /><span class="Apple-style-span" style=" line-height: 19px; font-family:Georgia, 'Times New Roman', 'Bitstream Charter', Times, serif;font-size:13px;"><p>I am excited to announce that I will be representing <a title="RightNow Oracle Technologies" href="http://www.rightnow.com/" target="_blank">RightNow/Oracle</a> and speaking among a panel of great thought leaders at the eCRM Events Virtual Conference on March 21st through the 22nd. A special thanks to Lara Valverde, and Courtney Wiley for making it all happen. To sign up or join, goto their site at <a title="eCRM Multichannel Conference" href="http://ecrmevents.com/Multi-Channel2012" target="_blank">eCRM Events Multichannel Conference</a>. Some excellent thought leaders will be in attendance, and the topics are extremely interesting. Here is a sample of the agenda:</p><ul><li><strong>Keynote: Meeting the Multi-Channel Customer on His Terms</strong><br />Presented By: Don Van Doren & Elaine Cascio, Vanguard Communications</li><li><strong>A Tale of Two Phone Calls</strong><br />Presented by: Joe Alwan, AVOKE/BBN Technologies</li><li><strong>A Blueprint for Your Social Media Journey</strong><br />Presented by: Dr. Natalie Petouhoff, Chief Strategist for Social Media, Digital Communications, & ROI</li><li><strong>How to Unify Voice of the Customer across All Contact Channels to Maximize Contact Center Effectiveness and Customer Experiences</strong><br />Presented by:UTOPY</li><li><strong>What is Mobile Care – And Why Should you Care?</strong><br />Presented by: Sheryl Kingstone, Yankee Group</li><li><strong>Creating The Intuitive Self-Service Experience</strong><br />Presented by: Patrick Nguyen, [24]7</li><li><strong>Power of Collaboration in Customer Engagement</strong><br />Presented by Jane Hendricks, Senior Product Marketing Manager, Aspect Software</li><li><strong>60 Ideas in 90 Minutes</strong><br />Presented by: Vanguard Communication<span class="Apple-tab-span" style="white-space:pre"> </span></li></ul></span>John Perezhttp://www.blogger.com/profile/17386887914848789941noreply@blogger.com0tag:blogger.com,1999:blog-5418711501092797295.post-39532140100579312012011-09-30T09:01:00.002-04:002011-09-30T09:05:17.234-04:00Join Me at The Call Centre & Customer Management Expo in The United Kingdom<a onblur="try {parent.deselectBloggerImageGracefully();} catch(e) {}" href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhoDVjZ_BAxGBByOCSRcQG1f0-j6tXDcXMg3AXAcSmdE-cYVXMjjm-w5-WHDTnP5-7FoQSrgwnKmot3wardma-zcoxf_iC2Xs-Y9J3XJYcaDTm6WC7_2AFnbIH7KOvlOGAdkMxja8kFPTk/s1600/cccexpo650.jpg"><img style="float:left; margin:0 10px 10px 0;cursor:pointer; cursor:hand;width: 200px; height: 91px;" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEhoDVjZ_BAxGBByOCSRcQG1f0-j6tXDcXMg3AXAcSmdE-cYVXMjjm-w5-WHDTnP5-7FoQSrgwnKmot3wardma-zcoxf_iC2Xs-Y9J3XJYcaDTm6WC7_2AFnbIH7KOvlOGAdkMxja8kFPTk/s200/cccexpo650.jpg" border="0" alt=""id="BLOGGER_PHOTO_ID_5658137987576465250" /></a><br />I am proud to announce that I will be representing <a title="RightNow Technologies" href="http://www.rightnow.com" target="_blank">RightNow Technologies</a> at the United Kingdom Call Centre and Customer Management Expo on October 11th, through October 12th. I will be personally at the RightNow Booth speaking to customers and prospects about their Customer Experience challenges, and discussing best practices for servicing customers across the Contact Center, Web, and Social channels.<br /><br />If you are planning to attend, let's be sure to meet so we can discuss Customer Experience Best Practices. Below are the details of the event, and a LinkedIn Group on this site for the event. If you would like to meet or speak, please be sure to <a title="John Perez" href="mailto: jperezpgi@gmail.com" target="_blank">email me</a> directly and I will make sure we have the opportunity.<br /><br /><strong>Website:</strong> <a title="Call Centre Expo" href="http://www.callcentre.co.uk/callcentreexpo/" target="_blank">Call Centre & Customer Management Expo</a><br /><strong>LinkedIn Group: </strong><a title="Call Centre & Customer Management Expo LinkedIn Group" href="http://www.linkedin.com/groups?gid=2231517&trk=hb_side_g" target="_blank">Call Centre & Customer Management Expo LinkedIn Group</a><br /><strong>Date & Time: </strong>Tuesday 11 October, 9am - 5:00pm, Wednesday 12 October, 9am - 4:30pm<br /><strong>Location:</strong> National Hall Olympia, London<br /><strong>Map:</strong><br /><br /><iframe src="http://maps.google.com/maps?hl=en&q=national+hall+olympia&ie=UTF8&hq=national+hall+olympia&hnear=&radius=15000&ll=51.4964,-0.210392&spn=0.0138,0.041263&t=m&z=14&vpsrc=0&iwloc=A&cid=17568798902951031270&output=embed" frameborder="0" marginwidth="0" marginheight="0" scrolling="no" width="425" height="350"></iframe><br /><small><a style="color: #0000ff; text-align: left;" href="http://maps.google.com/maps?hl=en&q=national+hall+olympia&ie=UTF8&hq=national+hall+olympia&hnear=&radius=15000&ll=51.4964,-0.210392&spn=0.0138,0.041263&t=m&z=14&vpsrc=0&iwloc=A&cid=17568798902951031270&source=embed">View Larger Map</a></small>John Perezhttp://www.blogger.com/profile/17386887914848789941noreply@blogger.com0tag:blogger.com,1999:blog-5418711501092797295.post-56412094911748153282011-04-22T16:52:00.005-04:002011-04-22T17:21:19.687-04:003 Affordable Customer Support Solutions for Your Small Business<a href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjF4DZsLP53Tm_n0-55DIEtZaMhhoL3oymmWeuwvuSYFbZyj75iR9M7tJou2TMDr5ms7qhwzXDcO-3VsuihzFrem6ET0iHkQanAielCnSM_Z8fsr9byrwVzdfISVZRsuIfvNi7_SfM8gm4/s1600/zohosupport1.png" onblur="try {parent.deselectBloggerImageGracefully();} catch(e) {}"><img style="float:left; margin:0 10px 10px 0;cursor:pointer; cursor:hand;width: 128px; height: 79px;" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjF4DZsLP53Tm_n0-55DIEtZaMhhoL3oymmWeuwvuSYFbZyj75iR9M7tJou2TMDr5ms7qhwzXDcO-3VsuihzFrem6ET0iHkQanAielCnSM_Z8fsr9byrwVzdfISVZRsuIfvNi7_SfM8gm4/s200/zohosupport1.png" border="0" alt="" id="BLOGGER_PHOTO_ID_5598515240309572226" /></a>As a small business owner, I personally know that the task of servicing my customers and prospects online becomes far more difficult as you grow your business. Smaller business' rely on email, and phone support to handle incoming inquiries that can easily be resolved online. If your a small business with a website, you may have already considered using the web to service customers. A google for the term "web self service and customer support" yields an extensive list of links to some Enterprise solutions like <a title="RightNow Technologies" href="http://www.rightnow.com/" target="_blank">RightNow Technologies CX Platform</a>, <a title="Inquira" href="http://www.inquira.com/" target="_blank">Inquira</a>, <a title="eGain" href="http://www.egain.com/" target="_blank">eGain</a>, or <a title="Salesforce Service Cloud" href="http://www.salesforce.com/" target="_blank">Salesforce's Service Cloud</a>. These companies offer everything from Knowledge Base capabilities, Community, to Live Chat and Social solutions to support customers online. They are absolutely great platforms that I have personally worked with, but the problem is they are expensive. For a small business owner like myself with less than 5 people on staff, I couldn't afford 1 month of any of these products. With the exception of Salesforce, these companies don't target the SMB market. Their markets are focused on large B2B or B2C businesses for their Web Self Service products instead. So I compiled a quick list of affordable but powerful Web Based Customer Support applications that can help power your Online Web Self Service strategy for your small business. Tell me about your preferred applications for powering your small business' web self service.<span class="fullpost"><br /><br /><strong><a title="Zoho Support" href="http://www.zoho.com/support/" target="_blank">Zoho Support </a></strong><br /><br /><strong><a title="Zoho Support" href="http://www.zoho.com/support/" target="_blank"></a></strong>Zoho has built some serious applications in the CRM space that are competing fiercly with Salesforce.Com, and they now are focusing on Customer Support offering a Customer Support suite that offers robust features like an internal and customer facing knowledge base, ticket management, and a Customer Support Portal that enables you to create a help site that is automatically integrated with the suite. For business's looking for a quick way to get a knowledge base and support portal up and running, this is by far one of the quickest ways to get one up and running with robust capabilities. The sign up process is entirely online, you can start with a Free Account, and for businesses that need Sales & Marketing CRM - Zoho offers a pretty robust solution that seamlessly integrates with Zoho Support. If you are already a Zoho CRM user, then this is an ideal platform for your needs. One of my areas of concern is that the capabilities don't address Social Media support and response and the limited capabilities of the Free Edition. Smaller business are often relying on Social Media to support and engage with customers and these capabilities are missing from the suite. Some concerns with the FREE Edition are that it only enables a company to service 25 requests per day, and does not offer Customer Portal which enables you to turn on a knowledge base for your customers online. If you want those features, you will have to opt for the Professional Edition at $12 per user per month which I would recommend if you have a need for online web self service.<br /><br /><strong><a title="Omnistar Live" href="http://www.omnistarlive.com/" target="_blank">Omnistar Live</a></strong><br /><br />OmniStar Live is the one solution that surprised me the most. They offer some great capabilities that some of the Enterprise players in this space offer in one package. Features such as Ticket Management, Knowledge Base, Live Chat, Customer Feedback, and the ability to create online troubleshooting wizards come shipped with the software and are all configurable in a easy to use interface. These features alone make it a great value for customers looking for more multichannel and service capabilities. Their hosted solution starts at $27 per month for up to 3 users, and they offer an Unlimited Staff offering where you install the application on your server for a $297 one time fee. I recommend this solution for companies servicing a high tech product that often requires updates to the knowledge base and complex troubleshooting wizards. This application does require some configuration and offers some robust tools for customizing the online support experience in terms of the user interface. They have a WYSIWYG Editor to customize the Customer Support Portal experience to change the look/feel of your site and tailor it to your company logo/brand. If you choose the Hosted solution you may not be able to customize the domain where your customer portal sits so that you have a URL like http://yourcompanyname.com/help. Go with the higher end installable $297 solution for companies who want to host it with their own domain. Omnistar offers free installation for those who don't have an IT Department to install the product on the hosted server. What sets this solution apart from the rest is it's Live Chat, Online Troubleshooter, and Instant Customer Feedback offering that is often not found in even some of the larger Enterprise Solutions for Web Self Service. The Online troubleshooter will save a company lots of time in PHP or HTML development required to walk customers through logic based scenarios to solve complex problems online. For companies with a complex technical product, this maybe an ideal platform to power your web self service.<br /><br /><strong><a title="Assistly" href="http://www.assistly.com/" target="_blank">Assistly</a></strong><br /><br />Assistly offers the most Social offering of all the other applications. With Assistly you get the ability to ticket and respond to customers over Facebook, Twitter, Email, and Live Chat integrated into 1 package. In addition, you get a Customer Portal that you can publish to your customers with FAQs, Online Search, and an online Community Q&A section. The suite offers you very basic content authoring and knowledge base capability. You can't categorize knowledge categorized by product, and search seems to be very dependent on key words contained within an article. This will work for a business with a very simple product portfolio, but businesses with larger offerings of products - the knowledge base won't cut it. Sign up and getting started is extremely simple, and at $39 per agent per month, you get a robust online solution for servicing your customers online. For businesses who have a high need for supporting customers across Social Media, and on a realtime basis, this is an ideal solution. Assistly recently partnered with Get Satisfaction to extend their suite to the the popular community platform. Further integrations with traditional CRM vendors will be ideal for this application's future success.<br /></span>John Perezhttp://www.blogger.com/profile/17386887914848789941noreply@blogger.com0tag:blogger.com,1999:blog-5418711501092797295.post-92082749981218606762011-04-20T23:03:00.001-04:002011-04-20T23:04:45.097-04:00Should You Take your IVR, and ACD Technology to the Cloud?<a onblur="try {parent.deselectBloggerImageGracefully();} catch(e) {}" href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEj0wyNAwk411iG1mgjZo4Uzsxqr5qJMwtyxy87knfMo0AAxqyn5NMTPCX1NKBVfq68B9_-v1haVGl_aHJRoWiPI_tL4r7VZlLVlhd8hWIAXP1TamxUgdcbu_WWaP7IVL88HDDZT-mczp-Y/s1600/acd.png"><img style="float:left; margin:0 10px 10px 0;cursor:pointer; cursor:hand;width: 200px; height: 160px;" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEj0wyNAwk411iG1mgjZo4Uzsxqr5qJMwtyxy87knfMo0AAxqyn5NMTPCX1NKBVfq68B9_-v1haVGl_aHJRoWiPI_tL4r7VZlLVlhd8hWIAXP1TamxUgdcbu_WWaP7IVL88HDDZT-mczp-Y/s200/acd.png" border="0" alt=""id="BLOGGER_PHOTO_ID_5597867436236886898" /></a><br />Today was a cloudy day for me. I woke up to feed my son early in the morning and watched <a href="http://www.foxbusiness.com/on-air/closing-bell/index.html#/v/4652580/cashing-in-on-cloud-computing/?playlist_id=87063">Greg Gianforte of RightNow Technologies on Fox Business</a> news talk about how well his company is performing in the market selling Customer Experience Cloud software. In addition, I stumbled across <a href="http://www.cio.co.uk/article/3275369/facebook-cio-on-self-service-it/?intcmp=ARP1">more material</a> online as Facebook CIO Tim Campos said that 70% of his IT Infrastructure will be hosted in the Cloud, and <a href="http://www.mycustomer.com/topic/customer-experience/office-depot-rolling-out-crm-customer-service-drive/124227">Office Depot makes a strategic decision</a> to host their entire Call Center infrastructure in the cloud. So I decided to provide some insight to those companies considering taking the Cloud approach with their ACD (Automatic Call Distribution), IVR (Interactive Voice Response), and WFM (Workforce Management) software that power their call center operations. There are some immediate benefits to doing this, but there are also some areas of consideration to review before you move everything to the cloud. Below I review the benefits and cautions with moving your IVR, ACD, and WFM systems into the cloud.<br /><span class="fullpost"><br /><strong>Resource & Maintenance Benefits of The Cloud</strong><br /><br />In the call center we need to dig deeper to better understand these costs. When it comes to your Call Center's Automatic Distribution phone system, most call centers have a Telephony Manager, PBX Expert, Reporting Analysts, and Administrators or Developers who are assigned the task of configuring the systems that host your call routing technologies. When it comes to dealing with workforce management, you have a host of analysts, reporting resources, managers, and IT to maintain the Workforce Management Software. Let's not forget the Interactive Voice Response systems that often require Management, reporting resources, and 3rd Party Application support for developing applications to Self Serve on a company's phone system. The above areas (ACD, IVR, and Workforce Management) often are 3 distinct teams who handle the maintenance, and change management of the systems. Average sizes of resources to handle these areas often is between 5 and 100 resources depending on the size of your organization. Yes - I did say 100. I have been in global call centers for major Fortune 500 companies that have loads of people assigned to these technologies. With Cloud based ACD systems like Transera, or <a href="http://www.contactual.com">Contactual's Hosted Call Center software</a>, you can be almost certain to reduce atleast 1/3rd of your resource costs for managing these technologies by reducing your amount of resources required for managing servers, paying software license fees, monitoring, and ensuring security.<br /><br /><strong>Integration in The Cloud</strong><br /><br />Companies that decide to move their infrastructure to the cloud will also need to deal with the Integraton. At some point in your Call Center, you will want to integrate the ACD, IVR, CRM, Workforce Management, and CTI systems so that you have a full 360 view of all Call Center operations. Moving to cloud technologies provide integration benefits out of the box as they are all leveraging the Internet to establish connectivity. However, the vendors you select for these technologies will be very critical to the cost of integration between systems. Most Cloud vendors are equipped with APIs to handle the integrations using Professional Services, but very few Cloud vendors are offering already established <a href="http://www.transerainc.com/solutions/call-routing.php">Connectors</a> that customers can use or take advantage of to connect one system to another. This is especially import in your CRM integrations. In fact, I would look at what kind of CRM system you have and begin a quest to look for vendors that provide connectors for your CRM system. Companies like Transera or Contactual offer <a title="Contactual CRM Connectors" href="http://www.contactual.com/en/Call-Center/Call-Center-Technology/Hosted-Call-Center/CRM-APIs" target="_blank">Connectors for most major CRM systems</a>. These connecters take the pain of the Professional Services effort to integrate systems. When looking to move your Call Center technology to the cloud, be sure to consider the vendors that have robust APIs or built in connectors designed for the technologies you are looking to integrate. Otherwise, your integration costs will sky rocket despite the savings in Hardware costs and resources.<br /><br />In summary, the resource benefits within your call center operation alone may provide you significant cost benefit while improving the silos of proprietary and internal knowledge required within an organization to maintain these systems. When picking a vendor who hosts call center technology in the cloud, be sure to equally consider the vendors ability to integrate with other systems. This is often found in their Connector Product offering, or within their API where developers can seamlessly access data sets to pass on to other systems. Will you consider moving these technologies into the cloud or not?<br /><br /><a href="http://technorati.com/tag/customer+service+2.0" rel="tag">customer service 2.0</a> <a href="http://technorati.com/tag/web+2.0" rel="tag">web 2.0</a> <a href="http://technorati.com/tag/service+delivery+and+support" rel="tag">service delivery and support</a> <a href="http://technorati.com/tag/it+2.0" rel="tag">it 2.0</a></span>John Perezhttp://www.blogger.com/profile/17386887914848789941noreply@blogger.com0tag:blogger.com,1999:blog-5418711501092797295.post-30034358203576944672010-12-20T10:46:00.001-05:002011-04-28T15:29:05.458-04:00Video: Tim Knox Talks About Delivering Superior Customer Service<iframe width="425" height="344" src="http://www.youtube.com/embed/WKSTCsDyA8M?fs=1" frameborder="0"></iframe><br /><center><br /><a href="http://www.globalresponse.com/call-center-outsourcing" target="_blank">Outsourced Call Center</a> to handle inbound calls, telemarketing and other phone-related business needs.<br /></center><br /><span class="fullpost"><a href="http://technorati.com/tag/customer+service+2.0" rel="tag">customer service 2.0</a> <a href="http://technorati.com/tag/web+2.0" rel="tag">web 2.0</a> <a href="http://technorati.com/tag/service+delivery+and+support" rel="tag">service delivery and support</a> <a href="http://technorati.com/tag/it+2.0" rel="tag">it 2.0</a></span>John Perezhttp://www.blogger.com/profile/17386887914848789941noreply@blogger.com0tag:blogger.com,1999:blog-5418711501092797295.post-70362212659548783662010-12-09T16:35:00.000-05:002010-12-09T16:35:14.766-05:00Video: Dreamforce - Day 1 Keynote<iframe width="480" height="295" src="http://www.youtube.com/embed/unXDUSTZX9I?fs=1" frameborder="0"></iframe><br />Marc Benioff, salesforce.com Chairman & CEO, welcomes attendees of Dreamforce 2010. Opening video with music by will.i.am.<br /><span class="fullpost"><a href="http://technorati.com/tag/customer+service+2.0" rel="tag">customer service 2.0</a> <a href="http://technorati.com/tag/web+2.0" rel="tag">web 2.0</a> <a href="http://technorati.com/tag/service+delivery+and+support" rel="tag">service delivery and support</a> <a href="http://technorati.com/tag/it+2.0" rel="tag">it 2.0</a></span>John Perezhttp://www.blogger.com/profile/17386887914848789941noreply@blogger.com0tag:blogger.com,1999:blog-5418711501092797295.post-79467417742488845022010-12-09T16:18:00.000-05:002010-12-09T16:18:40.759-05:00Video: Welcome to the Future of High-Volume Call Centers: New Service Cloud Con...<iframe width="425" height="344" src="http://www.youtube.com/embed/ZegYS6-9kDo?fs=1" frameborder="0"></iframe><br />What does the future of high-volume B2B and B2C call centers look like? Join us to learn about how the new Service Cloud console is changing the way support departments run and will increase agent productivity—overnight. But don't just take our word for it. You'll also hear top customers talk about some of the success they've had with the new Service Cloud console.<br /><span class="fullpost"><a href="http://technorati.com/tag/customer+service+2.0" rel="tag">customer service 2.0</a> <a href="http://technorati.com/tag/web+2.0" rel="tag">web 2.0</a> <a href="http://technorati.com/tag/service+delivery+and+support" rel="tag">service delivery and support</a> <a href="http://technorati.com/tag/it+2.0" rel="tag">it 2.0</a></span>John Perezhttp://www.blogger.com/profile/17386887914848789941noreply@blogger.com0tag:blogger.com,1999:blog-5418711501092797295.post-26400417294795463102010-11-17T08:19:00.000-05:002010-11-17T08:21:26.275-05:00Video: The Simple Truth of Service<object width="480" height="385"><param name="movie" value="http://www.youtube.com/v/sepARXV8MRI?fs=1&hl=en_US"></param><param name="allowFullScreen" value="true"></param><param name="allowscriptaccess" value="always"></param><embed src="http://www.youtube.com/v/sepARXV8MRI?fs=1&hl=en_US" type="application/x-shockwave-flash" allowscriptaccess="always" allowfullscreen="true" width="480" height="385"></embed></object><br />This video is pretty inspirational. It is about about a grocery store bagger with Down syndrome who changed the company culture and created customer loyalty by providing service from the heart. He is called Johnny the Bagger. Remeber that great service and courtesy always comes from the heart!<br /><span class="fullpost"><a href="http://technorati.com/tag/customer+service+2.0" rel="tag">customer service 2.0</a> <a href="http://technorati.com/tag/web+2.0" rel="tag">web 2.0</a> <a href="http://technorati.com/tag/service+delivery+and+support" rel="tag">service delivery and support</a> <a href="http://technorati.com/tag/it+2.0" rel="tag">it 2.0</a></span>John Perezhttp://www.blogger.com/profile/17386887914848789941noreply@blogger.com0tag:blogger.com,1999:blog-5418711501092797295.post-271877732634728512010-11-17T08:01:00.002-05:002010-11-17T08:03:32.704-05:00Whitepaper: KPIs for Social Media (Survey Results)<div style="width:477px" id="__ss_5809424"><strong style="display:block;margin:12px 0 4px"><a href="http://www.slideshare.net/jperezpgi/kpi-social-media-response-survey-results1" title="Kpi social media response survey results1">Kpi social media response survey results1</a></strong><object id="__sse5809424" width="477" height="510"><param name="movie" value="http://static.slidesharecdn.com/swf/doc_player.swf?doc=kpisocialmediaresponsesurveyresults1-101117065950-phpapp02&stripped_title=kpi-social-media-response-survey-results1&userName=jperezpgi" /><param name="allowFullScreen" value="true"/><param name="allowScriptAccess" value="always"/><embed name="__sse5809424" src="http://static.slidesharecdn.com/swf/doc_player.swf?doc=kpisocialmediaresponsesurveyresults1-101117065950-phpapp02&stripped_title=kpi-social-media-response-survey-results1&userName=jperezpgi" type="application/x-shockwave-flash" allowscriptaccess="always" allowfullscreen="true" width="477" height="510"></embed></object><div style="padding:5px 0 12px">View more <a href="http://www.slideshare.net/">documents</a> from <a href="http://www.slideshare.net/jperezpgi">jperezpgi</a>.</div></div><br />Excellent insight into what over 435 executives thought about Social Media in their organization. Interesting findings like the fact that only 60% of companies reported less than 1000 followers in their social communities.<br /><br /><span class="fullpost"><a href="http://technorati.com/tag/customer+service+2.0" rel="tag">customer service 2.0</a> <a href="http://technorati.com/tag/web+2.0" rel="tag">web 2.0</a> <a href="http://technorati.com/tag/service+delivery+and+support" rel="tag">service delivery and support</a> <a href="http://technorati.com/tag/it+2.0" rel="tag">it 2.0</a></span>John Perezhttp://www.blogger.com/profile/17386887914848789941noreply@blogger.com0tag:blogger.com,1999:blog-5418711501092797295.post-3626901157712439622010-11-10T07:48:00.002-05:002010-11-10T08:16:10.498-05:00Video: Combatting Poor Customer Service<embed src="http://cnettv.cnet.com/av/video/cbsnews/atlantis2/cbsnews_player_embed.swf" scale="noscale" salign="lt" type="application/x-shockwave-flash" background="#333333" allowfullscreen="true" allowscriptaccess="always" flashvars="si=254&uvpc=http://cnettv.cnet.com/av/video/cbsnews/atlantis2/uvp_cbsnews.xml&contentType=videoId&contentValue=50095625&ccEnabled=false&hdEnabled=false&fsEnabled=true&shareEnabled=false&dlEnabled=false&subEnabled=false&playlistDisplay=none&playlistType=none&playerWidth=425&playerHeight=239&vidWidth=425&vidHeight=239&autoplay=false&bbuttonDisplay=none&playOverlayText=PLAY%20CBS%20NEWS%20VIDEO&refreshMpuEnabled=true&shareUrl=http://www.cbsnews.com/video/watch/?id=7031713n&adEngine=dart&adCallTemplate=http%3A//www.cbs.com/thunder/ad.doubleclick.net/adx/request.php%3F/can/news/%7B%25videoNode%7D%3Bsite%3Dnews%3Bshow%3D%7B%25videoParentNode%7D%3B%7B%25videoFeatPath%7Dpartner%3Dnews%3Blvid%3D%7B%25videoId%7D%3Boutlet%3DCBS+Production%3BnoAd%3D%7B%25videoNoAd%7D%3Btype%3Dros%3Bformat%3DFLV%3Bpos%3D%7B%25posDart%7D%3Bsz%3D320x240%3Bord%3D%7B%25random%7D%3B&adPreroll=true&adPrerollType=PreContent&adPrerollValue=1" width="425" height="279"></embed><br />I just love this piece that CBS did. Great Service story about Comcast and an 80 year old customer going to their offices with a hammer to speak to their service reps. Also some key data around service. Highlights include:<span style="font-family: Symbol;"><span style=""></span></span><br /><ul><li>Recent Comcast Incident with a customer who walked into Comcast with a hammer.</li><li>Industry stats on costs of agents, ivr technology, etc.</li><li>History of Customer Service in the Call Center.</li><li>Delta Airlines Service story about losing a puppy named Paco. </li><li>Interview with VP of Fedex Customer Service over viewing their Service Operations. They get about 700,000 calls per day.</li></ul> <span class="fullpost"><a href="http://technorati.com/tag/customer+service+2.0" rel="tag">customer service 2.0</a> <a href="http://technorati.com/tag/web+2.0" rel="tag">web 2.0</a> <a href="http://technorati.com/tag/service+delivery+and+support" rel="tag">service delivery and support</a> <a href="http://technorati.com/tag/it+2.0" rel="tag">it 2.0</a></span>John Perezhttp://www.blogger.com/profile/17386887914848789941noreply@blogger.com0tag:blogger.com,1999:blog-5418711501092797295.post-16573508770952832642010-11-03T08:36:00.000-04:002010-11-03T08:36:30.980-04:00Video: Critical Trends in Customer Service<object style="background-image:url(http://i1.ytimg.com/vi/8qoJWBHhHWY/hqdefault.jpg)" width="425" height="344"><param name="movie" value="http://www.youtube.com/v/8qoJWBHhHWY?fs=1&hl=en_US"><param name="allowFullScreen" value="true"><param name="allowscriptaccess" value="always"><embed src="http://www.youtube.com/v/8qoJWBHhHWY?fs=1&hl=en_US" width="425" height="344" allowscriptaccess="never" allowfullscreen="true" wmode="transparent" type="application/x-shockwave-flash"></embed></object><br /><br /><span class="fullpost"><a href="http://technorati.com/tag/customer+service+2.0" rel="tag">customer service 2.0</a> <a href="http://technorati.com/tag/web+2.0" rel="tag">web 2.0</a> <a href="http://technorati.com/tag/service+delivery+and+support" rel="tag">service delivery and support</a> <a href="http://technorati.com/tag/it+2.0" rel="tag">it 2.0</a></span>John Perezhttp://www.blogger.com/profile/17386887914848789941noreply@blogger.com0tag:blogger.com,1999:blog-5418711501092797295.post-82372234894897259582010-11-03T08:00:00.000-04:002010-11-03T08:00:04.651-04:00Video: Salesforce.com: Salesforce for Outlook 2010<object style="background-image:url(http://i4.ytimg.com/vi/O1xRxnQvLpw/hqdefault.jpg)" width="480" height="295"><param name="movie" value="http://www.youtube.com/v/O1xRxnQvLpw?fs=1&hl=en_US"><param name="allowFullScreen" value="true"><param name="allowscriptaccess" value="always"><embed src="http://www.youtube.com/v/O1xRxnQvLpw?fs=1&hl=en_US" width="480" height="295" allowScriptAccess="never" allowFullScreen="true" wmode="transparent" type="application/x-shockwave-flash"></embed></object><br />Nifty features using Salesforce.Com and Outlook.<br /><span class="fullpost"><a href="http://technorati.com/tag/customer+service+2.0" rel="tag">customer service 2.0</a> <a href="http://technorati.com/tag/web+2.0" rel="tag">web 2.0</a> <a href="http://technorati.com/tag/service+delivery+and+support" rel="tag">service delivery and support</a> <a href="http://technorati.com/tag/it+2.0" rel="tag">it 2.0</a></span>John Perezhttp://www.blogger.com/profile/17386887914848789941noreply@blogger.com0tag:blogger.com,1999:blog-5418711501092797295.post-76630940471257111612010-11-03T07:57:00.002-04:002010-11-03T08:12:51.427-04:00RightNow MultiChannel Contact Center Report<div style="width:477px" id="__ss_5654212"><strong style="display:block;margin:12px 0 4px"><a href="http://www.slideshare.net/jperezpgi/right-now-multi-channel-contact-center-benchmark-report" title="Right now multi channel contact center benchmark report">Right now multi channel contact center benchmark report</a></strong><object id="__sse5654212" width="477" height="510"><param name="movie" value="http://static.slidesharecdn.com/swf/doc_player.swf?doc=rightnowmulti-channelcontactcenterbenchmarkreport-101103070243-phpapp02&stripped_title=right-now-multi-channel-contact-center-benchmark-report&userName=jperezpgi"><param name="allowFullScreen" value="true"><param name="allowScriptAccess" value="always"><embed name="__sse5654212" src="http://static.slidesharecdn.com/swf/doc_player.swf?doc=rightnowmulti-channelcontactcenterbenchmarkreport-101103070243-phpapp02&stripped_title=right-now-multi-channel-contact-center-benchmark-report&userName=jperezpgi" type="application/x-shockwave-flash" allowscriptaccess="always" allowfullscreen="true" width="477" height="510"></embed></object><div style="padding:5px 0 12px">View more <a href="http://www.slideshare.net/">documents</a> from <a href="http://www.slideshare.net/jperezpgi">jperezpgi</a>.</div></div><br />Excellent benchmark data for those professionals managing a mulitchannel customer support operations. Highlights include:<br /><br /><b><i>On Knowledge Management & Web Self Service<br /></i></b>· Most companies reported in this survey indicated that they only have 1 person who works on content.<br />· No more than 1 - 2 employees contribute to knowledge in their knowledge base.<br />· A Majority of the customers surveyed reported that they deflect less than 20% of all calls to their web self service channel.<br /><br /><b><i>Phone Channel<br /></i></b>· Customers who responded to this survey indicated that their average cost per call is $6 or less.<br />· 70% of the customers surveyed DO NOT offshore their call center support.<br />· 70% of respondents to this survey state their contact center agents handle 9 or less calls per hour.<br />· 60% of customers reported an AHT of 4 and 9 minutes per call.<br /><br /><b><i>Email Channel<br /></i></b>· Email Response Time is less than 12 hours on average for their customers.<br /><br /><b><i>Chat Channel<br /></i></b>· On average less than 10% of calls into the contact center are deflected via Chat.<br />· A Majority of customers indicated their agents handle 1 - 3 chats at one time.<br /><br /><b><i>Future Predictions mentioned in this case study:<br /></i></b>· Email Response time expectations are increasing. Customers are now demanding less than 2 hour response times.<br />· Chat is replacing email in High Tech industries that provide support on complex issues.<br /><br /><br /><span class="fullpost"><a href="http://technorati.com/tag/customer+service+2.0" rel="tag">customer service 2.0</a> <a href="http://technorati.com/tag/web+2.0" rel="tag">web 2.0</a> <a href="http://technorati.com/tag/service+delivery+and+support" rel="tag">service delivery and support</a> <a href="http://technorati.com/tag/it+2.0" rel="tag">it 2.0</a></span><script src="http://b.scorecardresearch.com/beacon.js?c1=7&c2=7400849&c3=1&c4=&c5=&c6="></script>John Perezhttp://www.blogger.com/profile/17386887914848789941noreply@blogger.com0tag:blogger.com,1999:blog-5418711501092797295.post-77382266648916860072010-07-13T17:21:00.001-04:002010-07-13T17:22:16.501-04:00Video: The Facebook & Microsoft Outlook Social Connector<object data="data:application/x-silverlight-2," type="application/x-silverlight-2" width="512" height="384"><br /><param name="source" value="http://channel9.msdn.com/App_Themes/default/VideoPlayer10_01_18.xap" /><br /><param name="initParams" value="deferredLoad=true,duration=0,m=http://ecn.channel9.msdn.com/o9/ch9/7/3/7/0/6/5/OSCFB_ch9.wmv,autostart=false,autohide=true,showembed=true, thumbnail=http://ecn.channel9.msdn.com/o9/ch9/7/3/7/0/6/5/OSCFB_512_ch9.png, postid=560737" /><br /><param name="background" value="#00FFFFFF" /><br /><a href="http://go.microsoft.com/fwlink/?LinkID=124807" style="text-decoration: none;"><br /><img src="http://go.microsoft.com/fwlink/?LinkId=108181" alt="Get Microsoft Silverlight" style="border-style: none"/><br /></a><br /></object><br />Great overview of what Microsoft has recently launched!<br /><span class="fullpost"><a href="http://technorati.com/tag/customer+service+2.0" rel="tag">customer service 2.0</a> <a href="http://technorati.com/tag/web+2.0" rel="tag">web 2.0</a> <a href="http://technorati.com/tag/service+delivery+and+support" rel="tag">service delivery and support</a> <a href="http://technorati.com/tag/it+2.0" rel="tag">it 2.0</a></span>John Perezhttp://www.blogger.com/profile/17386887914848789941noreply@blogger.com0tag:blogger.com,1999:blog-5418711501092797295.post-83415968987017201582010-07-10T13:48:00.000-04:002010-07-10T13:48:16.713-04:00Video: Parature for Facebook - Overview Demo<object style="background-image:url(http://i2.ytimg.com/vi/ymnOoDOelCE/hqdefault.jpg)" width="480" height="295"><param name="movie" value="http://www.youtube.com/v/ymnOoDOelCE&hl=en_US&fs=1"><param name="allowFullScreen" value="true"><param name="allowscriptaccess" value="always"><embed src="http://www.youtube.com/v/ymnOoDOelCE&hl=en_US&fs=1" width="480" height="295" allowScriptAccess="never" allowFullScreen="true" wmode="transparent" type="application/x-shockwave-flash"></embed></object><br />Parature for Facebook enables you to easily be where your customers are - engage in their conversations and deliver quality support on your company's Facebook page, leveraging the same proven Parature software that you know and trust. To learn more, please visit http://www.parature.com/facebook.aspx<br /><br /><span class="fullpost"><a href="http://technorati.com/tag/customer+service+2.0" rel="tag">customer service 2.0</a> <a href="http://technorati.com/tag/web+2.0" rel="tag">web 2.0</a> <a href="http://technorati.com/tag/service+delivery+and+support" rel="tag">service delivery and support</a> <a href="http://technorati.com/tag/it+2.0" rel="tag">it 2.0</a></span>John Perezhttp://www.blogger.com/profile/17386887914848789941noreply@blogger.com0tag:blogger.com,1999:blog-5418711501092797295.post-6137430635132503202010-07-07T08:54:00.001-04:002010-07-07T08:54:47.718-04:00Slideshare: 2010 Social CRM Gartner Magic Quadrant<img style="visibility:hidden;width:0px;height:0px;" border=0 width=0 height=0 src="http://counters.gigya.com/wildfire/IMP/CXNID=2000002.0NXC/bT*xJmx*PTEyNzg1MDcyMTY4MjYmcHQ9MTI3ODUwNzI*MjA3NSZwPTEwMTkxJmQ9V*ZfZW1iZWRfZG9jdW1lbnQmZz*yJm89MmIz/YmRhNjg1MDA4NDk2NjhkZDkzYTk4MGNhODA5ZWQmb2Y9MA==.gif" /><div style="width:477px" id="__ss_4700894"><strong style="display:block;margin:12px 0 4px"><a href="http://www.slideshare.net/jperezpgi/gartner-2010mqsocialcrm" title="Gartner 2010-mq-social-crm">Gartner 2010-mq-social-crm</a></strong><object id="__sse4700894" width="477" height="510"><param name="movie" value="http://static.slidesharecdn.com/swf/doc_player.swf?doc=gartner-2010-mq-social-crm-100707075253-phpapp01&stripped_title=gartner-2010mqsocialcrm" /><param name="allowFullScreen" value="true"/><param name="allowScriptAccess" value="always"/><embed name="__sse4700894" src="http://static.slidesharecdn.com/swf/doc_player.swf?doc=gartner-2010-mq-social-crm-100707075253-phpapp01&stripped_title=gartner-2010mqsocialcrm" type="application/x-shockwave-flash" allowscriptaccess="always" allowfullscreen="true" width="477" height="510" FlashVars="gig_lt=1278507216826&gig_pt=1278507242075&gig_g=2"></embed> <param name="FlashVars" value="gig_lt=1278507216826&gig_pt=1278507242075&gig_g=2" /></object><div style="padding:5px 0 12px">View more <a href="http://www.slideshare.net/">documents</a> from <a href="http://www.slideshare.net/jperezpgi">jperezpgi</a>.</div></div><br /><span class="fullpost"><a href="http://technorati.com/tag/customer+service+2.0" rel="tag">customer service 2.0</a> <a href="http://technorati.com/tag/web+2.0" rel="tag">web 2.0</a> <a href="http://technorati.com/tag/service+delivery+and+support" rel="tag">service delivery and support</a> <a href="http://technorati.com/tag/it+2.0" rel="tag">it 2.0</a></span>John Perezhttp://www.blogger.com/profile/17386887914848789941noreply@blogger.com0tag:blogger.com,1999:blog-5418711501092797295.post-72600487505495426302010-05-24T09:20:00.004-04:002010-05-24T09:56:58.760-04:00Video: Right Now Mobile Launch Event<script src="http://player.ooyala.com/player.js?embedCode=FseXhlMTpndfFl3uFM3bEQCMZB2QKv9Q&height=535&width=540&deepLinkEmbedCode=FseXhlMTpndfFl3uFM3bEQCMZB2QKv9Q"></script><br /><br />I had the opportunity to attend the Right Now Mobile CRM Launch in New York City last week, and thought it was an ideal launch event for Right Now. Thanks to Michelle Watson of Match.Com, Trish Whitman of MySpace.Com, and Danna of Right Now for their great insight into their businesses with using eService Solutions.<br /><br /><span style="font-weight: bold;">Some Data Points</span><br /><br /><ul><li>Phone Channel Demand is Decreasing - 98% of Support Interactions in North America were over the Phone in 2004. In 2009, only 67% of Support Interactions were over the phone. Despite this, call volume hitting the call center is increasing year over year and they are projecting that most of these calls will come from mobile devices.</li><li>16% of Customers surveyed on Customer Experience believed that an Enriched Web Experience on the Web was critical to Customer Experience. An additional 16% indicated multichannel support was critical, and 36% believed smart competent agents was critical.</li><li>As we see the proliferation of additional channels like Social Media, Mobile, Email, Live Chat, etc – the metric to really capture will be First Contact Resolution instead of First Call Resolution. Companies will need a platform that will enable them to track First Contact Resolution as our Channel Mix evolves. First Call Resolution only gets a company phone visibility, but First Contact Resolution is truly the measure across all channels.<br /></li></ul><span style="font-weight: bold;">Summary</span><br /><br /><ul><li>Clients in the keynote address were MySpace, Match.Com, CBS Interactive, and AirCell. All of these clients are using the Right Now product suite, but they are also utilizing their product for Mobile Support.</li><li>Right Now launched their mobile product suite that allows clients with their suite to provide Mobile Versions of the following:</li><li> A Web Self Service Portal with integrated Knowledge.</li><li> Live Web Chat.</li><li> Web Guided Assistance – I.e Like the troubleshooting wizard.</li><li> Check out more information at: <a href="http://www.rightnow.com/cx-suite-mobile.php">http://www.rightnow.com/cx-suite-mobile.php</a><br /></li></ul><br />My take was that the demos were solid and they are the only players in the space that I have seen have a proven product for mobile help. Other eService providers say they have it, but I have yet to see it.<br /><br />I Spoke with Michele Watson (SVP Global Customer Care for Match.Com) and they use their eMail Response, Portal/Knowledge Product, and Live Chat.<br /><br />Trish Whitman (VP of Customer Experience) of MySpace says that 30% of their web traffic now comes from Mobile Devices.<br /><br /><br /><span class="fullpost"><a href="http://technorati.com/tag/customer+service+2.0" rel="tag">customer service 2.0</a> <a href="http://technorati.com/tag/web+2.0" rel="tag">web 2.0</a> <a href="http://technorati.com/tag/service+delivery+and+support" rel="tag">service delivery and support</a> <a href="http://technorati.com/tag/it+2.0" rel="tag">it 2.0</a></span>John Perezhttp://www.blogger.com/profile/17386887914848789941noreply@blogger.com0tag:blogger.com,1999:blog-5418711501092797295.post-36532076996444589142010-03-08T08:46:00.004-05:002010-03-08T09:23:23.592-05:00Video: Online Video Tutorials for Vonage Home ServiceCheck out these great tutorials illustrating how to use the Vonage Home Service.<br /><br /><span style="font-weight: bold;">How Vonage Voice Over IP works?</span><br /><br /><object width="440" height="385"><param name="movie" value="http://www.youtube.com/v/uLburz0_afw&hl=en_US&fs=1&"><param name="allowFullScreen" value="true"><param name="allowscriptaccess" value="always"><embed src="http://www.youtube.com/v/uLburz0_afw&hl=en_US&fs=1&" type="application/x-shockwave-flash" allowscriptaccess="always" allowfullscreen="true" width="440" height="385"></embed></object><br /><br /><span style="font-weight: bold;">Installing Your Vonage Phone Adapter</span><br /><br /><object width="440" height="385"><param name="movie" value="http://www.youtube.com/v/A1hZqbjtnrI&hl=en_US&fs=1&"><param name="allowFullScreen" value="true"><param name="allowscriptaccess" value="always"><embed src="http://www.youtube.com/v/A1hZqbjtnrI&hl=en_US&fs=1&" type="application/x-shockwave-flash" allowscriptaccess="always" allowfullscreen="true" width="440" height="385"></embed></object><br />This video illustrates how to install your Vonage Phone Adapter with your existing Internet Access.<br /><br /><span style="font-weight: bold;">How To Set Up Vonage Visual Voicemail?<br /></span><br /><object width="440" height="385"><param name="movie" value="http://www.youtube.com/v/bk9CPk6Y6Nw&hl=en_US&fs=1&"><param name="allowFullScreen" value="true"><param name="allowscriptaccess" value="always"><embed src="http://www.youtube.com/v/bk9CPk6Y6Nw&hl=en_US&fs=1&" type="application/x-shockwave-flash" allowscriptaccess="always" allowfullscreen="true" width="440" height="385"></embed></object><br /><span style="font-size:78%;">Video by <a href="http://www.youtube.com/user/TheVonagePromo">VonagePromo</a></span><br /><br /><span class="fullpost"><br /><span style="font-weight: bold;">The Vonage Online Account</span><br /><object width="440" height="385"><param name="movie" value="http://www.youtube.com/v/6Fb_zvXYCDA&hl=en_US&fs=1&"><param name="allowFullScreen" value="true"><param name="allowscriptaccess" value="always"><embed src="http://www.youtube.com/v/6Fb_zvXYCDA&hl=en_US&fs=1&" type="application/x-shockwave-flash" allowscriptaccess="always" allowfullscreen="true" width="440" height="385"></embed></object><br />This overview illustrates how to utilize Vonage's Online Account features including Voicemail, Call Forwarding, Do Not Disturb, Refer A Friend, Network Availability, Call Waiting, International Calling, Virtual Numbers, Anonymous Call Blocking, Directory Assistance, and more.<br /><br /><span style="font-size:78%;">Video by <a href="http://www.youtube.com/user/TheVonagePromo">VonagePromo</a></span><br /><br /><span style="font-weight: bold;">Vonage Feature Overview</span><br /><br /><object width="440" height="385"><param name="movie" value="http://www.youtube.com/v/N753CF4BZ4I&hl=en_US&fs=1&"><param name="allowFullScreen" value="true"><param name="allowscriptaccess" value="always"><embed src="http://www.youtube.com/v/N753CF4BZ4I&hl=en_US&fs=1&" type="application/x-shockwave-flash" allowscriptaccess="always" allowfullscreen="true" width="440" height="385"></embed></object><br />Learn more about Vonage Features.<br /><br /><span style="font-weight: bold;">How To Check Your Voicemail with Vonage</span><br /><br /><object width="440" height="385"><param name="movie" value="http://www.youtube.com/v/0TqN60yvYes&hl=en_US&fs=1&"><param name="allowFullScreen" value="true"><param name="allowscriptaccess" value="always"><embed src="http://www.youtube.com/v/0TqN60yvYes&hl=en_US&fs=1&" type="application/x-shockwave-flash" allowscriptaccess="always" allowfullscreen="true" width="440" height="385"></embed></object><br /><br /><span style="font-size:78%;">Video by <a href="http://www.youtube.com/user/TheVonagePromo">VonagePromo</a></span><br /><br /><br /><span style="font-weight: bold;">Setting Up Call Forwarding with Vonage</span><br /><br /><object width="440" height="385"><param name="movie" value="http://www.youtube.com/v/rz55Ii458Kw&hl=en_US&fs=1&"><param name="allowFullScreen" value="true"><param name="allowscriptaccess" value="always"><embed src="http://www.youtube.com/v/rz55Ii458Kw&hl=en_US&fs=1&" type="application/x-shockwave-flash" allowscriptaccess="always" allowfullscreen="true" width="440" height="385"></embed></object><br /><br /><span style="font-size:78%;">Video by <a href="http://www.youtube.com/user/TheVonagePromo">VonagePromo</a></span><br /><br /><br /><span style="font-weight: bold;">How Can Vonage Save Me Money?</span><br /><br /><object width="440" height="385"><param name="movie" value="http://www.youtube.com/v/eKAgoPkcb4Y&hl=en_US&fs=1&"><param name="allowFullScreen" value="true"><param name="allowscriptaccess" value="always"><embed src="http://www.youtube.com/v/eKAgoPkcb4Y&hl=en_US&fs=1&" type="application/x-shockwave-flash" allowscriptaccess="always" allowfullscreen="true" width="440" height="385"></embed></object><br /><br /><span style="font-weight: bold;">How To Set Up Vonage Visual Voicemail?</span><br /><br /><object width="440" height="385"><param name="movie" value="http://www.youtube.com/v/bk9CPk6Y6Nw&hl=en_US&fs=1&"><param name="allowFullScreen" value="true"><param name="allowscriptaccess" value="always"><embed src="http://www.youtube.com/v/bk9CPk6Y6Nw&hl=en_US&fs=1&" type="application/x-shockwave-flash" allowscriptaccess="always" allowfullscreen="true" width="440" height="385"></embed></object><br /><br /><br /><span style="font-weight: bold;">How To Set Up Call Forwarding</span>?<br /><br /><object width="440" height="385"><param name="movie" value="http://www.youtube.com/v/rz55Ii458Kw&hl=en_US&fs=1&"><param name="allowFullScreen" value="true"><param name="allowscriptaccess" value="always"><embed src="http://www.youtube.com/v/rz55Ii458Kw&hl=en_US&fs=1&" type="application/x-shockwave-flash" allowscriptaccess="always" allowfullscreen="true" width="440" height="385"></embed></object><br /><span style="font-size:78%;">Video by <a href="http://www.youtube.com/user/TheVonagePromo">VonagePromo</a></span><br /><br /><br /><span style="font-weight: bold;">Learn More about Vonage International Rates</span><br /><br /><object width="440" height="385"><param name="movie" value="http://www.youtube.com/v/NJSMB0myz6Y&hl=en_US&fs=1&"><param name="allowFullScreen" value="true"><param name="allowscriptaccess" value="always"><embed src="http://www.youtube.com/v/NJSMB0myz6Y&hl=en_US&fs=1&" type="application/x-shockwave-flash" allowscriptaccess="always" allowfullscreen="true" width="440" height="385"></embed></object><br /><br /><br /><a href="http://technorati.com/tag/customer+service+2.0" rel="tag">customer service 2.0</a> <a href="http://technorati.com/tag/web+2.0" rel="tag">web 2.0</a> <a href="http://technorati.com/tag/service+delivery+and+support" rel="tag">service delivery and support</a> <a href="http://technorati.com/tag/it+2.0" rel="tag">it 2.0</a><br /></span>John Perezhttp://www.blogger.com/profile/17386887914848789941noreply@blogger.com0tag:blogger.com,1999:blog-5418711501092797295.post-52859757517099844622010-02-08T12:30:00.000-05:002010-02-08T12:31:11.374-05:00Video: Social Media ROI: Socialnomics<object width="560" height="340"><param name="movie" value="http://www.youtube.com/v/ypmfs3z8esI&hl=en_US&fs=1&"></param><param name="allowFullScreen" value="true"></param><param name="allowscriptaccess" value="always"></param><embed src="http://www.youtube.com/v/ypmfs3z8esI&hl=en_US&fs=1&" type="application/x-shockwave-flash" allowscriptaccess="always" allowfullscreen="true" width="560" height="340"></embed></object><br />Social Media ROI: Socialnomics is by Socialnomics author Erik Qualman. This video showcases several Social Media ROI examples along with other effective Social Media Strategies. Music is by Bob S... <br /><br /><span class="fullpost"><br /><a href="http://technorati.com/tag/customer+service+2.0" rel="tag">customer service 2.0</a> <a href="http://technorati.com/tag/web+2.0" rel="tag">web 2.0</a> <a href="http://technorati.com/tag/service+delivery+and+support" rel="tag">service delivery and support</a> <a href="http://technorati.com/tag/it+2.0" rel="tag">it 2.0</a><br /></span>John Perezhttp://www.blogger.com/profile/17386887914848789941noreply@blogger.com0tag:blogger.com,1999:blog-5418711501092797295.post-45402013465936039742010-01-29T15:48:00.001-05:002010-01-29T15:51:25.388-05:00Slides: Four Social Media Trends for Business in 2010<img style="visibility: hidden; width: 0px; height: 0px;" src="http://counters.gigya.com/wildfire/IMP/CXNID=2000002.0NXC/bT*xJmx*PTEyNjQ3OTgxMTE4MTcmcHQ9MTI2NDc5ODExNDk3MyZwPTEwMTkxJmQ9c3NfZW1iZWQmZz*yJm89NGYyODgxZTdlNjBi/NDFhNWIwMTljNzZiNzU5YTlmZDMmb2Y9MA==.gif" width="0" border="0" height="0" /><div style="width: 425px; text-align: left;" id="__ss_2971251"><a style="margin: 12px 0pt 3px; font-family: Helvetica,Arial,Sans-serif; font-style: normal; font-variant: normal; font-weight: normal; font-size: 14px; line-height: normal; font-size-adjust: none; font-stretch: normal; display: block; text-decoration: underline;" href="http://www.slideshare.net/jeremiah_owyang/social-media-trends-for-2010" title="Social Media Trends for 2010">Social Media Trends for 2010</a><object style="margin: 0px;" width="425" height="355"><param name="movie" value="http://static.slidesharecdn.com/swf/ssplayer2.swf?doc=bigideasjan09-100122072722-phpapp01&stripped_title=social-media-trends-for-2010"><param name="allowFullScreen" value="true"><param name="allowScriptAccess" value="always"><embed src="http://static.slidesharecdn.com/swf/ssplayer2.swf?doc=bigideasjan09-100122072722-phpapp01&stripped_title=social-media-trends-for-2010" type="application/x-shockwave-flash" allowscriptaccess="always" allowfullscreen="true" width="425" height="355"></embed></object><div style="font-size: 11px; font-family: tahoma,arial; height: 26px; padding-top: 2px;">View more <a style="text-decoration: underline;" href="http://www.slideshare.net/">presentations</a> from <a style="text-decoration: underline;" href="http://www.slideshare.net/jeremiah_owyang">Jeremiah Owyang</a>.</div></div><br />Another great set of slides on Social Media from <a href="http://www.web-strategist.com/blog/2010/01/22/slideshare-social-media-trends-for-2010">Jeremiah Owyang</a>.<br /><span class="fullpost"><br /><a href="http://technorati.com/tag/customer+service+2.0" rel="tag">customer service 2.0</a> <a href="http://technorati.com/tag/web+2.0" rel="tag">web 2.0</a> <a href="http://technorati.com/tag/service+delivery+and+support" rel="tag">service delivery and support</a> <a href="http://technorati.com/tag/it+2.0" rel="tag">it 2.0</a><br /></span>John Perezhttp://www.blogger.com/profile/17386887914848789941noreply@blogger.com0tag:blogger.com,1999:blog-5418711501092797295.post-79829332780171170112010-01-20T21:41:00.001-05:002010-01-20T21:42:39.893-05:00Download: 6 Steps to Creating a Social Media Roadmap for Business<div style="width:425px;text-align:left" id="__ss_2960437"><a style="font:14px Helvetica,Arial,Sans-serif;display:block;margin:12px 0 3px 0;text-decoration:underline;" href="http://www.slideshare.net/jperezpgi/service-push-discovery-framework-2960437" title="Service Push Discovery Framework">Service Push Discovery Framework</a><object style="margin:0px" width="425" height="355"><param name="movie" value="http://static.slidesharecdn.com/swf/ssplayer2.swf?doc=servicepushdiscoveryframework-100120203350-phpapp02&stripped_title=service-push-discovery-framework-2960437" /><param name="allowFullScreen" value="true"/><param name="allowScriptAccess" value="always"/><embed src="http://static.slidesharecdn.com/swf/ssplayer2.swf?doc=servicepushdiscoveryframework-100120203350-phpapp02&stripped_title=service-push-discovery-framework-2960437" type="application/x-shockwave-flash" allowscriptaccess="always" allowfullscreen="true" width="425" height="355"></embed></object><div style="font-size:11px;font-family:tahoma,arial;height:26px;padding-top:2px;">View more <a style="text-decoration:underline;" href="http://www.slideshare.net/">documents</a> from <a style="text-decoration:underline;" href="http://www.slideshare.net/jperezpgi">jperezpgi</a>.</div></div><br /><br />2009 was a phenomenal year for social media, with Facebook, Twitter and Youtube becoming part and parcel of everyday life. Twitter alone <a href="http://mashable.com/2009/03/16/twitter-growth-rate-versus-facebook/">grew 1,382% year-over-year in February</a>, registering a total of just more than 7 million unique visitors in the US for the month. Meanwhile, Facebook continued to outpace MySpace. LinkedIn finally <a href="http://thebrandbible.blogspot.com/2009/06/linkedin-demographics.html">announced it's demographics</a> and reported that <span style="font-weight: bold;">49%</span> of its network are decision makers, and <span style="font-weight: bold;">53%</span> of it's network make <span style="font-weight: bold;">100k+</span> per year.<br /><br />So what what can your company or it's customers do to make Social Media work in business? Attached is the <a href="http://www.service-push.com/">Service Push</a> <a href="http://www.slideshare.net/jperezpgi/social-media-roadmap-for-small-business" target="_blank">Social Media Framework</a> that enables your company, it's customers, and your peers to rapidly deploy a Social Media Roadmap for Business in just <span style="font-weight: bold;">6 steps!!</span> Following this framework enables your organization or it's customers to do the following:<br /><ul><br /> <li>Assess what <span style="font-weight: bold;">Return On Investment</span> you will get by investing in Social Media for your business.</li><br /> <li>Determine what <span style="font-weight: bold;">Tools & Processes </span>your Organization Needs To Succeed.</li><br /> <li>Create a <span style="font-weight: bold;">3 Year Road map</span> for your company to follow in the areas of Social Media Strategy for your business.</li><br /></ul><br />Learn more about how Service Push can help your company to grow it's business. Enjoy the complimentary framework!!<br /><br />Regards,<br /><br />John M. Perez<br /><br />Facebook: <a href="http://www.facebook.com/john.perez">http://www.facebook.com/john.perez</a><br />Social CRM Tools: <a href="../">http://www.socialcrmtools.com</a><br />Service-Push: <a href="../">http://www.service-push.com</a><br />Blog: <a href="http://www.johnmperez.com/">http://www.johnmperez.com</a><br />Twitter: <a href="http://www.twitter.com/JohnMPerez">http://www.twitter.com/JohnMPerez</a><br />LinkedIn: <a href="http://www.linkedin.com/in/johnperez">http://www.linkedin.com/in/johnperez</a>John Perezhttp://www.blogger.com/profile/17386887914848789941noreply@blogger.com0tag:blogger.com,1999:blog-5418711501092797295.post-53415080233622934822009-12-22T22:32:00.003-05:002009-12-22T22:35:28.917-05:00Video: Jeremiah Owyang Talks Social CRM, Social Media, and More with Robert Scoble<embed src="http://blip.tv/play/g8sRgbjCewI%2Em4v" type="application/x-shockwave-flash" width="480" height="300" allowscriptaccess="always" allowfullscreen="true"></embed> <br />A Great must see video here by 3 of the best Industry experts on web strategy. Jeremiah Owyang and Ray Wong are two of the best analysts in the tech industry who meet with Robert Scoble to discuss several topics in the Social CRM, Social Media, and Mobile Application space.<br /><span class="fullpost"><br /><a href="http://technorati.com/tag/customer+service+2.0" rel="tag">customer service 2.0</a> <a href="http://technorati.com/tag/web+2.0" rel="tag">web 2.0</a> <a href="http://technorati.com/tag/service+delivery+and+support" rel="tag">service delivery and support</a> <a href="http://technorati.com/tag/it+2.0" rel="tag">it 2.0</a><br /></span>John Perezhttp://www.blogger.com/profile/17386887914848789941noreply@blogger.com0tag:blogger.com,1999:blog-5418711501092797295.post-24172290722360357842009-12-16T13:31:00.003-05:002009-12-16T13:40:09.498-05:002009 Global Consumer Channel Preferences (Whitepaper By Accenture)<a onblur="try {parent.deselectBloggerImageGracefully();} catch(e) {}" href="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjeYKxVUcani8m6BWFkEQbdwdjeZJIVVhVUjs1wMw0oRDA13RKra02L4a3Pe0OvtydWLFQt69dY-1qm7UKyO2y6zGeXfprtUz7xrzVD1JHnGoCnoHPUa_wjv6ENDjIhks9pUjUrM2SUgi0/s1600-h/Loyalty.jpg"><img style="margin: 0pt 10px 10px 0pt; float: left; cursor: pointer; width: 200px; height: 104px;" src="https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjeYKxVUcani8m6BWFkEQbdwdjeZJIVVhVUjs1wMw0oRDA13RKra02L4a3Pe0OvtydWLFQt69dY-1qm7UKyO2y6zGeXfprtUz7xrzVD1JHnGoCnoHPUa_wjv6ENDjIhks9pUjUrM2SUgi0/s200/Loyalty.jpg" alt="" id="BLOGGER_PHOTO_ID_5415905458329113490" border="0" /></a>This is probably one of the best Services and Customer reads I have reviewed this year and I think it certainly worth reading when you have a chance. Accenture surveyed global consumers on Customer Experience and Consumer Satisfaction. There are some interesting data points in the study. There is also a lot of Online insight.<br /><br />Here are the highlights:<br /><ul><li>68% of consumers cancelled/switched to another product due to Customer Service Reasons. The study illustrates that the online experience is just as important as the Phone experience.</li></ul>When You Seek Customer Service, how do you go about getting assistance?<br />In 2009, here were the results (multiple mentions):<br /><ul><li><span style="font-weight: bold;">85%</span> prefer calling for assistance. </li><li><span style="font-weight: bold;">65%</span> prefer sending email </li><li><span style="font-weight: bold;">46%</span> of respondents indicated they search the internet for information. </li><li><span style="font-weight: bold;">42%</span> utilize a company's website </li><li><span style="font-weight: bold;">20%</span> prefer Online Chat. </li><li><span style="font-weight: bold;">10%</span> rely on Blogs and social Networks. </li></ul> Regarding Consumers Posting Negative Comments Online:<br /><br />Globally, 25% of all consumers will post negative comments online about a bad brand or service experience online. This trend is up and they point out in the survey that Brazil and China are more likely to do this than other countries. <a href="http://ow.ly/MiNC" target="_blank">CLICK HERE FOR THE FULL SURVEY.</a><br /><br /><span class="fullpost"><br /><a href="http://technorati.com/tag/customer+service+2.0" rel="tag">customer service 2.0</a> <a href="http://technorati.com/tag/web+2.0" rel="tag">web 2.0</a> <a href="http://technorati.com/tag/service+delivery+and+support" rel="tag">service delivery and support</a> <a href="http://technorati.com/tag/it+2.0" rel="tag">it 2.0</a><br /></span>John Perezhttp://www.blogger.com/profile/17386887914848789941noreply@blogger.com0tag:blogger.com,1999:blog-5418711501092797295.post-69481070630891594602009-12-11T16:15:00.000-05:002009-12-11T16:16:11.067-05:00Video: CDC's Social Media Revolution<object width="425" height="344"><param name="movie" value="http://www.youtube.com/v/Uo-sHTeMKpQ&hl=en_US&fs=1&"></param><param name="allowFullScreen" value="true"></param><param name="allowscriptaccess" value="always"></param><embed src="http://www.youtube.com/v/Uo-sHTeMKpQ&hl=en_US&fs=1&" type="application/x-shockwave-flash" allowscriptaccess="always" allowfullscreen="true" width="425" height="344"></embed></object><br />The Centers for Disease Control recently created a new unit called the National Center for Health Marketing. Like all marketing organizations, its mandate is to change consumer behavior and it has organized an incredibly savvy social media department to do just that. Its first comprhensive national campaign is for the H1N1 Swine Flu outbreak and tightly coordinates its message across virually every kind of social media. The effort is one that many other marketers might do well to study. <br /><span class="fullpost"><br /><a href="http://technorati.com/tag/customer+service+2.0" rel="tag">customer service 2.0</a> <a href="http://technorati.com/tag/web+2.0" rel="tag">web 2.0</a> <a href="http://technorati.com/tag/service+delivery+and+support" rel="tag">service delivery and support</a> <a href="http://technorati.com/tag/it+2.0" rel="tag">it 2.0</a><br /></span>John Perezhttp://www.blogger.com/profile/17386887914848789941noreply@blogger.com0tag:blogger.com,1999:blog-5418711501092797295.post-75688873884583088352009-12-07T15:55:00.002-05:002009-12-07T16:01:36.205-05:00Video: Google Launches Realtime Search<object width="560" height="340"><param name="movie" value="http://www.youtube.com/v/WRkYmx4A9Do&hl=en_US&fs=1&"></param><param name="allowFullScreen" value="true"></param><param name="allowscriptaccess" value="always"></param><embed src="http://www.youtube.com/v/WRkYmx4A9Do&hl=en_US&fs=1&" type="application/x-shockwave-flash" allowscriptaccess="always" allowfullscreen="true" width="560" height="340"></embed></object><br />Incredible innovation from Google once again. They have launched Google Realtime results with their search tool. Google says the features are not all yet available for all users but you can visit <a href="http://www.google.com/trends" target="_blank">Google Trends</a> to see it in action.<br /><span class="fullpost"><br /><a href="http://technorati.com/tag/customer+service+2.0" rel="tag">customer service 2.0</a> <a href="http://technorati.com/tag/web+2.0" rel="tag">web 2.0</a> <a href="http://technorati.com/tag/service+delivery+and+support" rel="tag">service delivery and support</a> <a href="http://technorati.com/tag/it+2.0" rel="tag">it 2.0</a><br /></span>John Perezhttp://www.blogger.com/profile/17386887914848789941noreply@blogger.com0