Where to start with Salesforce CTI implementations?
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Where to start with Salesforce CTI implementations?

Companies regularly ask how they may integrate incoming calls with Salesforce.  The don’t always look for a complete omnichannel approach yet. But they search for a solution to get customers connected with the right agent and ensuring that the agent has the correct information displayed. So these are talks about how starting off with such…

Service Cloud Voice & non-voice channels in Salesforce
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Service Cloud Voice & non-voice channels in Salesforce

With the launch of Service Cloud Voice, Salesforce streamlines the user experience when providing support via multiple channels. Service Cloud Voice benefits Answer calls via the Omnichannel widget I believe that being able to answer all channels via one and the same widget is a big advantage. With AppExchange solutions, Phone interactions were handle via…

Let the Skills be with you

Let the Skills be with you

The goal of Skills-based routing is to get the best available agent answering the incoming question.  The concepts are the same when making a local implementation, but the complexity may rise when implementing skills-based routing over multiple channels, countries and languages. We already described the basic setup in the article: Configuring Skills-based routing in Salesforce. …

Configuring Skills-based routing in Salesforce

Configuring Skills-based routing in Salesforce

As mentioned in our previous article, Salesforce Skills-based routing may get used to route incoming – non-voice – questions to the best-skilled agent.  Based on the data available with the incoming question, a match may get made with the skills of the available agents.  And so, Salesforce will push the question to the agent that…

Waarom Skills-based routeren
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Waarom Skills-based routeren

  Deze pagina wordt niet langer aangevuld.  Het up-to-date artikel kan u hier lezen.   Skills-based routing is ondertussen reeds een hele tijd beschikbaar in Salesforce.  Maar, waarom zou u hier gebruik van maken in uw support afdeling? Allereerst is het belangrijk om te begrijpen dat Salesforce Skills-based routing gebruikt wordt voor ‘non-voice’ kanalen.  Naast…

Why Skills-based routing
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Why Skills-based routing

Skills-based routing is available now for some time in Salesforce.  But, why would you want to make use of it? As a starter, the Salesforce Skills-based routing rules may get used for non-voice channels.  Next to Custom Objects, the following out-of-the-box objects may get used: Cases Leads Orders Messages Chats Incoming or outgoing telephone calls…

Coaching remote support agents during ongoing calls
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Coaching remote support agents during ongoing calls

With most people working remote, it is often difficult to coach remote agents.  With Amazon Connect, it is easy to listen into ongoing calls. This allows for coaching support agents to better handle conversations with customers. But an agent may have a question that needs immediate feedback from a business coach or a product expert….

Coaching remote support agents tijdens lopende gesprekken
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Coaching remote support agents tijdens lopende gesprekken

  Deze pagina wordt niet langer aangevuld.  Het up-to-date artikel kan u hier lezen.   Het coachen van (junior) support medewerkers is niet evident.  Steeds meer mensen werken van thuis of remote, waardoor coaching heel wat moeilijker wordt.  Met Amazon Connect is het natuurlijk mogelijk om mee te luisteren tijdens gesprekken.  Hierdoor kunnen support medewerkers…