Institute for International Research

Meeting Customer Needs Before They Ever Hit The Contact Center

When: 20-September-07, 11:30 P.M. – 12:30 P.M.
Time Zone: Eastern Standard Time (US and Canada)
Cost: FREE - ONLINE REGISTRATION IS OPEN

What if you could deliver the ultimate customer experience – service and support that feels effortless to your customer and seamless to your contact center?

Join RightNow and our customer Vivian Tedford, with Orbitz for this live webcast and learn how a dynamic Knowledge Base can meet your customers' needs before they hit the contact center – Zero Contact Resolution (ZCR).

You'll hear real world examples from leaders in their respective industries such as LeapFrog, Kodak and British Airways.

What You Will Learn

• Practical examples of how to achieve Zero Contact Resolution
• Where a dynamic knowledge base creates quality and consistency
• How to measure that quality and consistency of customer experience
• Secrets to gaining a competitive advantage in a global economy
  

Presented by: Steve Daines, General Manager, RightNow
Steve joined RightNow Technologies in June 2000 following a successful 13-year international career with Procter & Gamble. While with P&G, Steve spent seven years managing operations in the United States, where he rapidly progressed through the organization with increasing levels of responsibility. In 1991, P&G asked Steve to transfer to China, where he served six years leading the company's business expansion in China and Hong Kong. Over the past seven years at RightNow Technologies, Steve has held several executive leadership positions including vice president of customer delivery and vice president of North America sales. Steve holds a BS degree in Chemical Engineering from Montana State University.

Sponsored by: RightNow Technologies

RightNow (NASDAQ: RNOW) delivers the high-impact technology solutions and services organizations need to cost-efficiently deliver a consistently superior customer experience across their frontline service, sales and marketing touch-points. Approximately 1,800 corporations and government agencies worldwide depend on RightNow to achieve their strategic objectives and better meet the needs of those they serve.

Founded in 1997, RightNow is headquartered in Bozeman, Montana, with additional offices in North America, Europe and Asia.

RightNow is a registered trademark of RightNow Technologies, Inc. NASDAQ is a registered trademark of the NASDAQ Stock Market.

www.rightnow.com