Workforce Management Featured Article
Salesforce Addresses Demands of Digital Customers with Slew of New Services
If you’ve ever worked in a call center, you’ve had a manager tell you, “Always answer the phone with a smile.” It sounds silly, but makes a huge difference in the outcome of an interaction. From diffusing angry callers, to up-selling opportunity, the right attitude goes a long way. Simply put, employee experience directly influences customer experience – so offer the team the best tools.
This week, Salesforce announced a number of new features for Salesforce Service Cloud aimed at boosting customer engagement with more personalized interactions.
Specifically speaking, the newest Service Cloud partners, Google (News - Alert) Cloud and Genesys enables the ability to integrate phone and customer data that automates call transcriptions and notes and delivers agents real-time insight while speaking with customers.
In addition, native Contact Lens for Amazon Connect on Service Cloud provides advanced conversational transcription for phone calls, real-time sentiment analysis, real-time supervisor coaching notifications as well as full-text search on call transcripts.
Visual Remote Assistant delivers customers a means to schedule AR, one-to-one support sessions via smartphone, which will result in accelerated resolution and a reduction in truck rolls.
Multi-level Offline Briefcase on the Salesforce Field Service App keeps team members informed with an app bringing together personalized work plans, flows, inventory information and additional resources (whether agents are online or not) to ensure optimal service delivery.
Exceptional service requires the right mix of people, processes and technology. Agents armed with the right tools, and put in a position to succeed, sky is the limit. Just remember to answer the phone with a smile.
Edited by Maurice Nagle
