Transforming contact centers to elevate the customer & agent experiences across channels is crucial in today’s experience era. An agent’s mandate is to offer personalized and contextual customer support improving the customer experience and satisfaction. But dealing with astronomic call volumes, siloed applications and screens, and the need for real-time customer support is a tall order for most support organizations. As a result, they stand out to lose on their commitments, brand value and, most importantly, trust.
The POV helps decision-makers, Heads of Customer Support/ Customer Service, understand the need to modernize contact centers using Salesforce Service Cloud, Automation and AI. It will help them drive significant business outcomes like improved agent productivity and efficiency, elevated customer experience and satisfaction, and reduced costs.