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…
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. …
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…
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…
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…
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