Hi there,
A number of our internal staff and people I met at the APAC Summit indicated that at times RN is running very slow. As the data volume and user activities both continue to increase exponentially, I suggest RightNow to set up a server for APAC customers in close proximity. This will especially benefit clients in Australia, New Zealand, Singapore and Malaysia by providing better speed and performance. Today's customers don't have the patience to wait for screen to load after 30+ second, and productivity gain can be significant. As for RightNow, having a dedicated server for APAC customers in the region can serve as a huge sales booster, if marketed well. It shows your dedication to exceptional customer experience by addressing ever-increasing need of your customer base.
I hope to see our data packets travel less distance and help load screens quicker in 2010. In the age of social Web, speed of Web applications is more important than ever. Thanks RN for looking into this idea (in advance!)
As the number of RN customers and the richness of RightNow CX features both continue to grow, I propose RightNow to develop professional certification tracks for individuals to enhance existing RightNow education and training. (e,g, RN Certified Power User, Consultant, Developer, Trainer) Some of the existing online tutorials coupled with quiz and assessment at the end can easily be used for the "Power User" track. Once the momentum is built, other more professional tracks can be rolled out incrementally.
This has double benefits - users gain professional credentials that are recognised in RN communities. At the same time, RN can more effectively segment their customers based on their RN expertise, level of knowledge, and professional skills. This also provides RN a more powerful recruitment and skill development framework for new and existing employees and partnering consultants in the future.
Similar certification tracks exist for Oracle/Siebel and Microsoft CRM. But let's do it creatively. A whole new way of training (mostly online in social networking settings) and certification with cool new names that are unique to RightNow, as we rid the world of bad experiences together.
Hi all,
Following our APAC summit, we are going to re-vamp our CRM Cabinet to CX Cabinet, shifting the focus from operational CRM excellence to story-telling style customer experience excellence presentations from all departments each month (how they used RN CX solutions to enrich customers in that month).
At the APAC summit in Gold Coast, all attendees were given the RightNow CX superman with the new mission "Rid the World of Bad Experiences" written on his wings (I am sure the same in Americas and Europe). We would like RightNow to mount a slightly bigger version of this with our organisation name (Compassion Australia) on the base and another line that reads "Customer Experience Evangelist of the Month Award". We will then give this award to the best CX practice owner each month during our CX Cabinet meetings, and the trophy has the potential to travel across many departments over time, both promoting RightNow's new vision and our newfound commitment to exceptional customer experience. This will also serve as a strategic shift from traditional CRM to new CX initiatives within customer communities.
By the way, the RN calendar with our names shown in all pictures were an excellent example of personalised touch that can enrich customer experience at the summit. Thanks RN for your exceptional commitment to great customer experiences!
It seems 4 releases per year is a bit agressive in rooting out all bugs associated with a release. I would suggest reducing the number and doing more regression and QA testings between versions.
With all these new 'ideas' for improvements and changes coming out, I want to make sure that RightNow's employees know that the RightNow customer base appreciates all of the hard work that goes into even the smallest update/tweak/fix. The product is already a great solution which has made many of our lives easier, and has and will continue to improve our relationships with our customers.
So, to make sure this doesn't get lost in the mix, "Keep up the good work - you're appreciated!".
~Chris
Many times, we receive requests to unlock a user's account (especially if they work with different tools using different credentials).
To support our global needs, we also have to grant admin rights to supervisors so that they can unlock the user's accounts themselves. This represents a risk to the database if several admins alter staff accounts at the same time. The "page is locked" feature doesn't really work as one would still get the error even if the respective persons closed the Staff Management page long time ago, so overriding the lock becomes a necessity.
Proposal: As used on many commercial and operational platforms, add to the login screen a password reset feature - which emails to the recorded email address in the staff account.
Thanks.
Kind regards,
Karim Michael Hambach
TomTom Sales BV
I would love to see your text editor in the Development forum not line-wrap code sections. It's really difficult to read...
For example, here is a block of code:
[AddIn("RecordEventWatcher")] public partial class RecordEventWatcher : Control, IWorkspaceComponent { #region Constructors public RecordEventWatcher() { InitializeComponent(); } public RecordEventWatcher(bool inDesignMode, IRecordContext recordContext) :this() { if (!inDesignMode) { //Register for events- the real reason for the addin to exist in the first place _RecordContext = recordContext; _RecordContext.Saving += new CancelEventHandler(_RecordContext_Saving); } } #region Event Handlers private void _RecordContext_Saving(object sender, CancelEventArgs e) { // stuff... } #endregion }
I'll often submit a support case with a 1 or 2 priority level, at the time thinking the impact is currently minimal. Due to the time taken to get back to me or when realising that the impact of the issue is more widespread, I have often needed to get the issue looked at sooner and it may become a level 2 or 3 issue.
Rather than pick up the phone to you guys, it would be better for both of us if I could just upgrade the case priority level on your website to let you know that the issue has become more of a concern. At the moment, all I can do is provide a text update which I assume does not impact that priority level?
I recommend that RNT create a quality assessment tab to be added to each incident. That tab would contain a set of fields that could be managed much like your survey creation tools in your Feedback product. We use an assessment instrument with about 30 different measures. The measures and the scales are conceptually identical to your question/answers in your survey tools. It would be helpful (though not necessary) to have a way to have different measures applied to different incident types (e.g. a measure involving hold time would apply to a phone incident but not an “Ask a Question” incident). One or more comment sections would be helpful for explanations and coaching. It would be helpful for the tab (or somewhere else in the incident) to indicate whether an assessment had been included (assessments would typically be done on a sampled basis).
A profile setting would be necessary to allow only certain personnel (supervisors or quality assurance personnel) to edit/complete the assessments. In the instance where team members assess each others’ work, a parameter that prevented someone from assessing their own work might be useful.
Configuration settings and business rule options would be needed to help with sampling incidents so that a certain percentage of them are queued for assessment. A view would be needed so that assessors can see what needs to be assessed and can access the tab (or separate form if necessary) to complete the assessments assigned. Randomization among assessors would be a useful feature to offset bias. It would also be useful to have a way to pull groups of incidents for directed assessment (e.g. it may be helpful to pull all of a new technician’s incidents to be sure that initial training was effective). Most specialized functions like that could probably be handled by custom reports/views, so you probably wouldn’t have to provide a great deal in advance. You would just want to allow sufficient customization to facilitate special needs.
Ease in reporting would be critical to this function. There should be facility for notifying agents of the results of each assessment they receive. They should also be able to pull a report showing their combined results over time. As a supervisor, I would want to see a report for the group I supervise showing how each team member is performing along with aggregate stats. From a management stand point, I would want to see how my groups perform on each of the measurements for distinct time periods and as trends over time. This will help me direct my training and coaching efforts more effectively.
Finally, I would like to correlate my evaluation statistics with my customer satisfaction statistics. This will help me avoid reinforcing performance that is not appreciated by my customers.
I think you can leverage your existing feedback tools, business rules, etc. to do much of this. I’ve looked at adapting the existing survey capability to this purpose, but haven’t figured out a way to get the surveys to the QA people to complete. If you have any suggestions, they would be appreciated.
We configured our site to use the "Alternateemail" functionality as described in Answer ID 17. After some testing, though, we discovered that the audit log on these cases does not show that the response was sent to the email addresses found in the "Alternateemail" field. It would be super helpful to always log all email in the audit log, and I think this is the only exception.
I know this has been discussed in the Community and I receive frequent requests from our agents to have SMS compatibility with RightNow. I'm not sure if or where this is on the product roadmap but want to get an official "Idea" out here to see what kind of traction it receives.
Thanks!
When you have an email discussion everybody (but you) gets an email when you reply-all to the message. It should be the same with Incidents.
Scenario:
Jon (user at MegaCorp) has an incident open to work on a software problem. Jill (MegaCorp DBA) and Sue (MegaCorp System Administrator) are listed on the Contacts tab for this incident as well.
When Jill updates the incident an email goes to Jon and Sue saying "Your co-worker has updated this incident ..."
I would settle for reducing the logic and send the message to Jon AND Jill and Sue and say "You or your co-worker has updated this incident ...)
How about holding 2011 Summit on the East Coast?
If you moved the conference around more you might get attendees that would not normally make the commitment to attend if they had to travel half way across the country. Once they attend they will see just how valuable it is and then be willing to travel across the whole country to attend. Even if they just made it once every 3-5 years as the conference came back to their region it would help to keep them connected to the Community.
And New England is gorgeous in October.
Issue
I have workspaces showing various text fields/options depending on what type of customer the rep is speaking to. Gold customers, silver customers, bronze customers, VIPs, diamonds, banned customers, problem customers and more. Workspaces place all fields we use on top of one another, irrespective of whether that field is hidden or displayed when a record is loaded.
Solution
Firstly, if a workspace rule hides a field, somehow allow other fields underneath/above to take it's place and improve use of space.
Alternatively, let field content be manipulated by rules. For example, rather than creating 5 text fields (with differing content and colour backgrounds for visual impact) only to then hide 4 and display 1 per contact type, let me create 1 text field and manipulate what text/colour displays by using rules.
Chris
Current functionality: Incident number is not differentiated by company, therefore, if a company who uses RightNow sends an incident to another company who also uses RightNow, the email is appended to a totally different contact since the incident number is attached to someone completely different.
We do not use My Stuff, so EGW_SECURE_UPDATE_ENABLED is disabled. If this was enabled, this would produce a very, very bad user experience.
With no fix, this raises two issues:
1. Privacy issues. Client details are being appended to another client.
2. Since incident details are appended to another contact, the originator of the incident is not aware that their incident is not being reviewed and actioned within appropriate SLA requirements.
It would be nice to set the frequency on Techmail to run every 1-5 minutes instead of every 15 minutes or fix the utility itself. This will ease the burden when testing configuration changes or when a client's claims they sent us an email 30 minutes ago but nothing is appearing in RightNow. Granted we could check our mailbox but who wants to do that:
Susan
We are currently agent scripting with some of our agent profiles and we have have various pieces of information within the Agent Scripting, specifically information within textboxes, that would be useful for the agents to copy and paste in some other windows. However, there currently isn't a way of copying and pasting information. It would be a nice feature enhancement if the agents would be allowed to do this.
