We use ads to keep content free and accessible for everyone. You can remove them by <link>signing up</link> for a Slideshare subscription.

Why are you seeing this?

{title} by {author}, has {slideCount} slides with {viewCount} views.

Removing from saved will also delete the item from your lists

This saved item is also in a list.

Sorry! We could not find what you were looking for.

Page no longer exists

Looks like this one's off the shelf

Too many password attempts

Sorry! The page could not be loaded.

There was an issue loading the page

Return to the homepage

Renew your Slideshare subscription

Signup now for a Slideshare account

We’ve made changes to our <terms>Terms of Use</terms> and the <subscriber>Everand Subscriber Agreement</subscriber>. The updates clarify our subscription offering and how disputes are resolved, including the law that governs any disputes. Your subscription and pricing aren’t changing.

We’ve updated our Terms of Use

Are you sure you want to block this user?

Block User

Are you sure you want to delete the selected Slideshare?

Delete Slideshare

You are trying to suspend the account {username}. This is REVERSIBLE within 1 day of Account Suspension.

Suspend User

Are you sure you want to unblock this user?

Unblock User

You are trying to unsuspend the account {username}.

Unsuspend User

Users following {name}

Users being followed by {name}

{name} Presentations

Personal Information

{title} created by {author}, {countLikes} likes and {countViews} views

Sort by

Account Suspended

profilePage

Zendesk wp customer_satisfaction_report

zendesk-wp-customersatisfactionreport

John Perez

Top 6 Agent Desktop KPIs & Capabilities

top-6-agent-desktop-kpis-capabilities

Service  Push  Discovery  Framework

service-push-discovery-framework-2960437

Service Push Social Media Discovery Framework

service-push-social-media-discovery-framework

John M. Perez is a Customer Experience Expert, Speaker, and Entrepreneur.    

He is currently a Customer Experience Strategist with Rightnow/Oracle and is working with their largest customers to help improve their online customer service experience and contact center operations.  

John is featured as a Customer Experience expert on RightNow’s website and actively engages in the customer experience and customer service community through his blog thought leadership and social media engagement on various topics. 

Prior to joining Oracle, John spent 6 years of his career as a client deploying several Customer Experience and CRM Strategies.  In this capacity, he led several global customer e