With the world’s largest work from home experiment beginning, many companies and employees find themselves in unknown waters. Can workers be as productive remotely? Will they still be able to access all the systems and data needed for their job? How will they communicate without coffee breaksfalse
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Managing internal information is increasingly complex. This is particularly challenging when handling multiple customer service channels, applications and agent turnover. Complexity makes consistency and accuracy difficult.
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Over the last decade, many of the products (games, email and spreadsheets) we grew up with have turned into services, while service itself has gone in the opposite direction. Many companies have turned customer service into a product. That’s a mistake and here’s why it needs to change in 2020.
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How did a large retail company reduce their customer support documents by 59%? It wasn't with "this one weird trick" 😉. Let's dive in.
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Many customer service departments and agents feel underappreciated and it’s no surprise. Upper management often sees contact centers as a department that does nothing for the bottom line.
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Knowledge management is a key ingredient of effective and successful customer service. But transforming information into knowledge is tough. As customer service needs steadily grow, many Salesforce Knowledge users find their specific contact center requirements outgrowing the tool’s features.
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Wikis are like hammers. They get used for a lot of things they weren’t designed for and end up doing more harm that good.
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There's a lot going on in the customer service world. New technology, rapidly changing customer expectations and an increasingly competitive environment means staying on top of change is critical to today's companies.
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The hottest term in customer service in 2019 was “customer experience” or “CX” (not to be confused with the Mazda CX in Google search results).
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Google Glass may have been ahead of its time, but with Apple’s rumored release of their own augmented reality (AR) glasses, it’s time to start taking the topic seriously.
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