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The Boston Globe Delivers Higher Satisfaction and Efficiency with Omni-Channel Support

- by Tony Berk

Unify customer interactions. Improve customer satisfaction. Increase agent efficiency. Better informed business decisions. These sound like a good set of goals for any business. Actually implementing processes to affect all of these is not necessarily easy for every business. On top of the normal challenges, throw in a rapidly changing industry and the challenge sounds daunting. But that's exactly what The Boston Globe took on, and customers are benefiting from a much improved experience. “We feel like we hit the bull’s eye with finding the right solution to support the growing digital environment,” said Robert Saurer, The Boston Globe's director of customer care and marketing.Oracle's RightNow CX solutions helped The Boston Globe to manage approximately 60,000 calls each month and respond to 5,000 monthly e-mails. More importantly, Web self-service rates are exploding and the online subscriber's most preferred support channel is chat. And what about social? The Boston Globe customer support team offers the same great level of support on their Facebook page and is monitoring Twitter and YouTube too! Read the full Customer Experience success story on The Boston Globe here.

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Is There a Cloud Over OpenWorld?

- by Tony Berk

If you have been to OpenWorld in the past, you know it can be overwhelming or at least a bit "large." If this is your first time at OpenWorld, get ready! You are in for a big (or I should say HUGE) treat. The first thing you'll notice when you get to San Francisco is there are a lot of people, buses with "Oracle" posters, large exhibit halls filled with demos, games and tchotchkes from vendors with hot new solutions, and then there are the sessions. Yes, in fact there are over 2000 sessions. How can you possibly sort through 2000 sessions to find the best 20 or so for you? Which are the 1% for you? We will try to help with some insight over the next few weeks. I'm going start at the highest level. Up in the Clouds! Since I know many people are looking for an update on The Oracle Cloud. We will drill down into the cloud and other topics for CRM and Customer Experience sessions in the next set of posts. Below is a list of some of the Oracle executive keynotes during OpenWorld highlighting The Oracle Cloud and applications related topics (the full list is here). In these sessions you will get details on Oracle's strategy and how Oracle is changing the industry to help our customers be more efficient, effective and innovative. Sunday, September 30 6:00pm - 7:00pm Larry Ellison: Hardware and Software, Engineered to Work Together: Why it's a Different Approach Tuesday, October 2 8:45am - 9:45am Thomas Kurian: The Oracle Cloud: Oracle's Cloud Platform and Application's Strategy Tuesday, October 2 3:30pm - 4:30pm Larry Ellison: The Oracle Cloud: Where Social is Built in Thursday, October 4 9:45am - 10:45am Mark Hurd: See More, Act Faster: Oracle Business Analytics We encourage you to also join the keynotes on the Oracle Database and Cloud Infrastructure and the fascinating partner keynotes, as well. Check the full list on the OpenWorld site. Oh, if you haven't registered yet, what are you waiting for? OpenWorld Registration Details.

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Changing The Text Selection Shortcuts on a Mac

- by Berk U.

I've recently switched over from a PC to a Mac and I'm wondering if there is any way to edit the text selection/deletion shortcuts on a Mac. I write a lot of code and I've found these shortcuts to be very helpful. Here is a quick overview of the deletion shortcuts (http://lifehacker.com/5803041/the-mac-os-x-delete-key-it-goes-both-ways); the selection shortcuts on the mac are similar, except that you can use arrow keys instead of delete. I'd be happy to learn of any method, though I would much prefer it if someone can come up with a way to do it using KeyRemap4MacBook.

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Strange UIKit bug, table view row stays selected

- by Can Berk Güder

I'm facing what appears to be a UIKit bug, and it takes the combination of two less commonly used features to reproduce it, so please bear with me here. I have quite the common view hierarchy: UITabBarController -> UINavigationController -> UITableViewController and the table view controller pushes another table view controller onto the navigation controller's stack when a row is selected. There's absolutely nothing special or fancy in the code here. However, the second UITableViewController, the "detail view controller" if you will, does two things: It sets hidesBottomBarWhenPushed to YES in its init method, so the tab bar is hidden when this controller is pushed: - (id)initWithStyle:(UITableViewStyle)style { if(self = [super initWithStyle:style]) { self.hidesBottomBarWhenPushed = YES; } return self; } It calls setToolbarHidden:NO animated:YES and setToolbarHidden:YES animated:YES on self.navigationController in viewWillAppear: and viewWillDisappear: respectively, causing the UIToolbar provided by UINavigationController to be displayed and hidden with animations: - (void)viewWillAppear:(BOOL)animated { [super viewWillAppear:animated]; [self.navigationController setToolbarHidden:NO animated:YES]; } - (void)viewWillDisappear:(BOOL)animated { [super viewWillDisappear:animated]; [self.navigationController setToolbarHidden:YES animated:YES]; } Now, if the second UITableViewController was pushed by selecting the row at the bottom of the screen (it doesn't have to be the last row) in the first controller, this row does not automatically get deselected when the user immediately or eventually returns to the first controller. Further, the row cannot be deselected by calling deselectRowAtIndexPath:animated: on self.tableView in viewWillAppear: or viewDidAppear: in the first controller. I'm guessing this is a bug in UITableViewController's drawing code which of course only draws visible rows, but unfortunately fails to determine correctly if the bottommost row will be visible in this case. I failed to find anything on this on Google or OpenRadar, and was wondering if anyone else on SO had this problem or knew a solution/workaround.

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What the difference between a namespace and a module in F#?

- by Dave Berk

I've just started learning F# (with little prior experience with .NET) so forgive me for what is probably a very simple question: What the difference between a namespace and a module in F#? Thanks Dave Edit: Thanks for the answer Brian. That's what I wanted to know. Just a clarification: can you also open a namespace as well (similar to C# using statement)?

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Do you use protective gear while programming?

- by Can Berk Güder

I've been suffering from a lot of elbow and forearm pain lately, and apparently it's caused by my arms and elbows constantly pressing against the desk. My doctor says I'm damaging the nerves on my elbow, and if I don't use elbow pads (or spend less time with the computer), it will get worse, and I will be risking permanent damage to the nerves. Since spending less time with the computer was not really an option, I purchased a pair of these: They didn't arrive yet, and I know they will probably make me look like a total idiot (my girlfriend has already started making jokes) when they do, but health comes first. Anyway, my question is: do you use any protective gear while programming? If yes, what do you use? Thanks,

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What is the best commit message you have ever encountered?

- by Can Berk Güder

Following this topic, what is the best (as in witty and/or funny) commit message you have ever encountered? For example, here's the message for a commit I made a few minutes ago: This change should have never been made. It kills little children. NOTE TO SELF: Don't do everything [the boss] tells you immediately.

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Wildcard App IDs for iPhone/iPod Touch Apps

- by Can Berk Güder

I'm writing my third app, and I already have an app in the App Store, but I still don't get this App ID business. I created the App IDs for my first two applications like this: XXXXXXXXXX.me.cbg.FirstApp YYYYYYYYYY.me.cbg.SecondApp but then Apple introduced the App ID wizard, which I used to create the App ID and provisioning profiles for my third application: ZZZZZZZZZZ.* So my question is: What is the "proper" way of creating App IDs for three completely independent apps? Should I use the XXXXXXXXXX.* format or XXXXXXXXXX.me.cbg.*? Should I create three different App IDs, or just one wildcard ID?

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Improved Customer Experience, but at what Cost? See the DELL Computer experience with RTD

- by Richard Lefebvre

We can all probably agree that improving your customers' experience is a good thing. But a key question many people are asking is will it help your organization and, in particular, what are the financial benefits? That's a good question, especially when companies ARE experiencing phenomenal return on investment (ROI). Of course, there are many factors that impact ROI or other measures of success, but we'd like to share some success stories as examples of customer experience in action and delivering positive results. If you would like to learn more about the economics of customer experience, see Brian Curran's presentation at the Oracle Customer Experience Summit last month. In this series of blog posts, we'll share actual customer stories. Today's example is Dell, which uses Oracle Real-Time Decisions (RTD) and Siebel CRM as part of their customer experience portfolio to better understand their customers' needs and wants and provide consistent interactions. Regular readers of this blog are probably familiar with Siebel, but RTD may be new to many of you. RTD is a complete decision management solution that delivers real-time decisions and recommendations and automatically renders decisions within a business process to create tailored messaging for every customer interaction. What does that mean? In the video below, Dell describes how customer experience is important not just for one interaction channel, but across all "vehicles." RTD is helping Dell understand customer behavior and communicate with the customer in a more relevant manner, across all communication or interaction channels including sales and service call centers, email marketing and online. Dell continues to expand use of RTD because the benefits are showing up in sales, service and marketing results including 19% increase in close rates, faster issue resolution and 40% improvement in revenue per click in email marketing. Video link By Tony Berk on Nov 15, 2012

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