Rockwell Automation: Using Innovation to Deliver Best-in-Class Global Support
Empowering contact center excellence for 30 years!

Rockwell Automation: Using Innovation to Deliver Best-in-Class Global Support

Date Aired: Mar 19, 2015

Presenters: Joe Harkulich, Melinda Uhland, Erica Strother Marois

Sponsor:

Oracle

Watch the webinar video below.

Find out how Rockwell Automation uses innovation to deliver best-in-class global support

Rockwell Automation’s mission is to improve the standard of living for everyone by making the world more productive and sustainable. The world’s largest company dedicated to industrial automation and information, it can only achieve this mission through a culture of innovation that encourages employees to continually improve product and service quality.

Rockwell Automation’s Global Technical Support Organization, for example, uses enterprise knowledge to deliver answers in seven different languages via channels like web self-service, social communities and chat. Its knowledge-centered support (KCS) practices and rapid innovation place Rockwell Automation among the leaders of modern customer service & support, as supported by Forbes’ recent survey of 400+ executives.

According to the survey, about 70% of high technology and manufacturing companies say they are effective in using knowledge management to provide relevant, accurate answers across any channel to both customers and agents. This percentage places these two industries among the lead group.

Rockwell Automation is a perfect example of a high technology AND manufacturing company that is leading the way. Join this webcast to learn:

  • How Rockwell Automation uses enterprise knowledge and KCS practices to provide high-quality support
  • Where Forbes identified customer support opportunities within high tech & manufacturing
  • What you can do to advance your modern customer service & support capabilities

Check out the full Modern Customer Service report from Forbes Insights by clicking here. Be sure to jot down some questions for the Q&A portion of the webcast 



Presenters
Joe Harkulich

Joe Harkulich

Global Operations & Quality Manager , Rockwell Automation

Joe Harkulich is Global Operations & Quality Manager for Rockwell Automation in the Remote Support Services group. This group has evolved from a North American telephone-based technical support group to a global, multi-channel organization over the course of the nearly 20 years he has been with the organization. In this role, Joe is responsible for driving customer value by providing tools, which enable a consistent customer experience across all contact channels traversing the globe, as well as driving continuous process improvement based on direct customer feedback via event based and annual loyalty surveys.

Melinda Uhland

Melinda Uhland

Director of Product Management, Oracle

Melinda is a high-energy software professional with extensive call center and service management experience. Her primary background is in product management and go-to-market execution. Recently, Melinda has been leading development efforts on the acquisition and integration of TOA Technologies into the Oracle Service Cloud organization.

Erica Strother headshot

Erica Strother Marois

Community Specialist, ICMI

Erica Strother Marois is the Community Strategist at ICMI. With a background in marketing, public relations, and social media, she brings nearly ten years of community management experience to ICMI. Erica manages ICMI’s robust network of community contributors – 500 strong! She also hosts ICMI’s weekly tweet chats that feature dynamic, interactive discussions with thought leaders and innovators in our community. Erica produces our webinars and many other content initiatives like Contact Center Insider, our weekly newsletter. She also partners with vendors in the community to nuance their viewpoint on important topics. Lastly, Erica employs her creative viewpoint on community engagement at ICMI events – working with attendees to enhance their event experience and bring the ‘fun’ to attending an industry event. Erica is a connector of people – in any medium – and the contact center community is lucky to have her on their side!


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Topics: Customer Experience, Multichannel Contact Center

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