NPS or Continuously Measure Customer Satisfaction?
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NPS or Continuously 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…

Handle incoming Voicemail messages from within Salesforce
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Handle incoming Voicemail messages from within Salesforce

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)
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WebRTC with Amazon Connect (and Salesforce SCV)

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…

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…

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….

5 topics that you approach differently when implementing Amazon Connect vs on-premise IVR solutions

5 topics that you approach differently when implementing Amazon Connect vs on-premise IVR solutions

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…

Voicebot apps in your contact center
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Voicebot apps in your contact center

Chatbot, Voicebot, Visual IVR… next to social media, you also want information from these channels fully integrated in your CRM application…  As a company you want 360° view on all interactions with your customers. Picture this: A customer calls your contact center and ends up in your self-service voicebot Your customer answers the questions that…

Optimizing routing based on MyTrailhead trainings
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Optimizing routing based on MyTrailhead trainings

Skills-based routing is an important aspect for inbound (and outbound) contact centers.  How do you manage your agent’s skills?  How do you ensure that calls get routed to the best suited agent at all times?  And how do you follow-up on agents that build new skills? MyTrailhead Earlier this year, Salesforce announced MyTrailhead as a…