Workforce Management Featured Article
Salesforce Updates Contact Center Solution
One of the most important elements of contact center business is providing consistency for customers. It’s not enough to get the customer experience right “most of the time.” A single poor experience can send a customer running for the competition. With service increasingly provided over digital channels (though the telephone remains customers’ preferred channel), expectations are higher than ever that service quality is the same across all media.
With this in mind, Salesforce recently announced new capabilities for its flagship Salesforce Contact Center that will allow contact centers to leverage real-time data from automated bots, digital channels, and self-service hubs. The goal is to deliver a more complete and unified view of each customer. These new real-time capabilities give agents the tools they need to reduce resolution times, deliver more personalized service, and improve customer satisfaction. What’s more, it will all happen while saving an average of 27 percent in service and support costs, according to Salesforce.
Ultimately, it will allow call centers to do more with less – something nearly every business is pushing for. Organizations are being asked to do more with shrinking budgets while also facing external challenges like economic uncertainty and labor shortages. The need for tools that empower agents to offer connected, seamless customer experiences at scale has never been greater.
The current version of Salesforce Contact Center includes Service Cloud Voice, digital engagement capabilities, self-service tools, feedback management to collect real-time feedback from customers, shifting schedule and omni-routing capabilities. It also includes artificial intelligence insight-driven capabilities thanks to Einstein AI, which analyzes customer interactions to flag next best actions in real time, spot conversation trends and use data-driven insights to help coach service agents.
“With Salesforce Contact Center, organizations can instantly transform their contact center, empowering agents to provide automated, intelligent, and seamless customer service experiences,” said Ryan Nichols, SVP and GM of Contact Center for Salesforce. “In an environment where customers have more choice than ever, experiences centered around real-time customer data will help turn potentially negative interactions into long-term customer loyalty.”
Edited by Erik Linask
