NPS – Continuously Measure Customer Satisfaction

Measure Customer Satisfaction

Net Promoter Score is a customer loyalty metric. The objective of NPS is to get a clear and easily interpretable customer satisfaction score.  As it’s a standardized approach, it allows to compare results over time or between different industries. NPS often happens via survey emails, or by calling contacts after they were in touch with […]

What Customers Expect from Chat Support

Customers expect excellent service via all support channels

Recently, I had to update the booking of an airline ticket.  Whatsapp and Facebook Messenger were presented as support channels.  So, looking forward of not having to call, I chose Messenger.  Little did I know that it would take 5 business days to get my question resolved… When you call a contact center, you expect […]

Integrate A Voicebot In Your Contact Flow

Enhance customer experience via an intelligent voicebot

Service Cloud Voice brings Interactive Voice Recognition (IVR) functionalities to your Salesforce implementation. Integrating simple voicebot functionalities in your contact flow may automate standard repetitive tasks.  Normally, these tasks take unnecessary time away of your support team.  By automating these tasks, your support agents may focus on more complex, and more attractive tasks. Likewise, providing […]

Offload Your Salesforce Service Cloud Voice Enabled Support Team

Enhance customer experience via voice bot

Probably, your contact center reps get a number of repetitive questions from customers.  Questions like: “What is the status of my order?“, or “I would like to change the delivery date from Monday to Tuesday“… Keeping your customers in queue for these types of standard questions will probably frustrate them. While your support agents will […]

Elastificeer uw Contact Center

  Deze pagina wordt niet langer aangevuld.  Het up-to-date artikel kan u hier lezen.   Hoeveel medewerkers heeft u nodig om de geplande werkdruk te behandelen in uw contact center?  Terwijl ik nadacht over de manieren waarop bedrijven de capaciteit van hun contact centers berekenen, vond ik dit artikel op www.callcentrehelper.com. Het artikel beschrijft de […]

Default Required Skills in Dynamic Skills-based Routing

Default a required skills with skills-based routing

With Skills-based routing in Salesforce, you have the ability to dynamically select the best-placed support agent, to answer an incoming question.  But there may be situations where you want to have one or two required skills.  These skills should always be met. Next to other skills, where you may want to reduce their importance if […]

Handle incoming Voicemail messages from within Salesforce

Amazon Connect Voicemail

Some may say that Voicemail is a legacy solution, which is not to be used anymore in times of social media.  However, there are still use cases where Voicemail is a viable channel in your support strategy. Voicemail for Amazon Connect (BYOT) Although Amazon Connect has no Voicemail functionalities available out-of-the-box, we created a standard […]

WebRTC with Amazon Connect (and Salesforce SCV)

Amazon Connect and Service Cloud Voice use WebRTC for handling calls

When companies look for a Computer Telephony Integration with Salesforce, one of the first questions is that it must be possible to handle calls via the computer. From a technical point-of-view, this is possible already for a long time.  However, different technologies are used to make this happen.  Where classic Unified Communication Platforms communicate via […]

Using External Routing solution with Salesforce

External routing allows you to use your existing communication platform with Salesforce Omni-channel.  In a ‘pure’ implementation, Salesforce decides which agent should answer an incoming work item.  When you prefer using the decision engine of your existing unified communication platform, External Routing allows you to do so. Why External Routing? Salesforce Omnichannel routing allows to […]

Unified Desktop and Salesforce

Salesforce and Unified Desktop

The other day, I was in a conference call about contact center trends and how Salesforce fits into the picture.  One of the items that was seen as a Leading component is the usage of a unified / Intelligent desktop. Unified Desktop A Unified Desktop, or Unified Agent Desktop, in a contact center environment, may […]