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 […]
26
jan
jan
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. […]
22
jan
jan
Before the introduction of Skills-based routing, it was only possible to distribute work via Queues in Salesforce Service Cloud. Using Queues, it was – and still is of course – possible to put similar work in the same ‘bucket’. Support agents have access to Queues based on a specific skill. With Skills-based routing, you get […]
14
jan
jan
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 […]
17
dec
dec
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 […]
07
dec
dec
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 […]
02
jun
jun
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. […]
30
mei
mei
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 […]
09
feb
feb
How many staff do you need to handle the planned load in your contact center? When I was thinking about how contact center companies and team make these calculations, I found this article on www.callcentrehelper.com. This article describes the following steps in calculating your staff requirements: How many calls do you handle generally How many […]
30
dec
dec
Compared with on-premise implementations, some important architecture questions and implementation decisions may get different responses or views when implementing Amazon Connect. Here are 5 topics that you handle differently: Hardware and Software Requirements This is definitely a question that you ask when implementing an on-premise Contact Center solution. But the question becomes irrelevant when using […]