This is the first of a series discussing the following common call center metrics specifically as they apply to cases originating via email or web form channels. Handle Time Escalations Volume First Contact Resolution Rate Customer Satisfaction Abstract It is common to hear statements such as “Our average handle time is X.” That statement is […]
Sheri Hastings
Sheri is an Oracle Certified Implementation Consultant for both the 2012 and 2016 versions of Oracle Service Cloud. She has more than 15 years of experience implementing Oracle Service Cloud- dating back to 2002 when she was hired as a senior consultant for RightNow Technologies. Prior to that she worked for eGain and KPMG which gives her more than 25 years of experience in the field of Customer Service Software. From 2002 until 2011 Sheri implemented more than 250 new RightNow customers and presented at multiple RightNow User's conferences. The areas of the product about which she is most passionate are analytics, knowledge base optimization and business rule best practices. Sheri has a BS in mathematics from and a MFA in Poetry. She is on the board of the DAM Cancer Foundation and volunteers as a math tutor in Los Angeles. In her spare time she enjoys horseback riding, gardening, and being a "foodie".
Blogs from this Author
Augmented Reality, Service Ticket Deflection and Buzzwords
I attended Oracle’s 2016 Modern Service Conference in Las Vegas last week. I got to catch up with a lot of friends and colleagues, saw some great demos, and heard some good talks. So what stuck with me from the conference? Well, the first three things that come to mind when I think about the […]
Augmented Reality, Service Deflection and Buzzwords
I attended Oracle’s 2017 Modern Service Conference in Las Vegas. I got to catch up with a lot of friends and colleagues, saw some great demos, and heard some good talks. So what stuck with me from the conference? Well, the first three things that come to mind when I think about the conference: 1. […]
How George Proposed to Jane & Why CIOs Should Care: 2 of 2
We are not too far away from that kind of scenario playing out for all of us every day. Maybe three to five years, if not sooner. This is coming and it WILL require a change in how organizations need to evolve to market, sell, deliver and support their customers As companies design their support […]
How George Proposed to Jane & Why CIOs Should Care: 2 of 2
We are not too far away from that kind of scenario playing out for all of us every day. Maybe three to five years, if not sooner. This is coming and it WILL require a change in how organizations need to evolve to market, sell, deliver and support their customers As companies design their support […]
How George Proposed to Jane & Why CIOs Should Care: 1 of 2
So many of the conversations from the Oracle Modern Customer Experience conference in Las Vegas are still on my mind. Many participants focused on how companies design the CX experience for the millennial generation. It was eye opening and frankly, also a bit perturbing. It was perturbing because as a baby boomer I don’t always […]
How George Proposed to Jane & Why CIOs Should Care: 1 of 2
So many of the conversations from the Oracle Modern Customer Experience conference in Las Vegas are still on my mind. Many participants focused on how companies design the CX experience for the millennial generation. It was eye opening and frankly, also a bit perturbing. It was perturbing because as a baby boomer I don’t always […]