Companies regularly ask how they may integrate incoming calls with Salesforce. They 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…
Companies face difficult crossroads as we head into 2023. Inflation hits consumers and business, companies have difficulties finding (and keeping) the right employees and technology keeps growing and evolving. Despite these difficulties, customer experience stays on top of every business’ priority list. The question being: how do you keep high standards, while ensuring that costs…
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…
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…
Everyone is convinced that customer experience is very important. But still, when calling to customer service, it happens too often that you don’t feel welcome…Either you wait too long, or you have to go through too many (IVR) menu options, before talking with an agent. Or you have to repeat your problem with each transfer…
Over the years, companies have often centralised their administrative teams in one location. But with traffic congestions and different mindsets of millenials, the trend moves towards virtual teams. Especially millenials want more freedom in choosing where and when they work. Virtual Contact Center teams Also for contact centers it becomes more important to allow people…
Whenever required, the Belgian government enables the emergency number 1722 to enable people to report their specific problem. Related to a recent storm, more than 78000 calls were done to this number. Officials indicate that all procedures worked extremely well. Except, most people calling the 1722 emergency number were in queue far too long… Contact…
Data Privacy and GDPR rules in Europe are hot topics these days. Going for cloud solutions and implementing, for instance, a cloud contact center, puts probably even more focus on getting compliancy with data privacy rules. Many companies publish how they handle GDPR questions, and so does Salesforce on this page. But, your company doesn’t…
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