#contactcenterworld, @salesforce

San Francisco, CA, USA, Dec. 2, 2020 -- Salesforce [NYSE: CRM], a global provider in CRM, introduced Service Cloud Workforce Engagement, a new workforce planning product that will help service leaders organize their entire workforce from anywhere and distribute the right work to the right agents based on skills and service channel.

With COVID-19, contact centers are dealing with a huge surge in the volume of questions across service channels like phone, chat, text and social media. At the same time, service leaders are managing staffing resources amid the transition to the work-from-home environment. Many are relying on legacy workforce management technology to organize their teams — disparate, on-premise solutions and spreadsheets that were never designed to manage globally distributed workforces. In today's all-digital, work-from-anywhere world, companies need technology that offers a connected view of the employee and customer, all on one cloud-based platform.

"Delivering service is more complex than ever with agents working from anywhere and volumes of customer support requests spiking," said Bill Patterson, EVP and General Manager, CRM Applications at Salesforce. "With Service Cloud Workforce Engagement, Salesforce will arm the contact center with a connected solution — all on one platform so our customers can remain resilient and agile no matter what tomorrow may bring."

Canyon Bicycles "Due to our continuous global growth, and as people find more value in outdoor activities and exercise amid the pandemic, we have seen a huge global increase in customer demand across our channels over the last few months," said Thomas Kohl, Head of Customer Service at Canyon Bicycles GmbH. "While this is great for our business, it is really challenging our ability to plan, staff and optimally cover this demand. With Service Cloud Workforce Engagement, we can leave spreadsheets behind and automate this process on the Salesforce Platform with great accuracy, which benefits our staff as well as our customers."

Fisher & Paykel "As we scale globally, we are looking to automate our workforce management capabilities across different service channels, skills and teams," said Rudi Khoury, EVP of Marketing & Customer Experience at Fisher & Paykel. "In order to do this, we need a tool to help us optimize our workforce. With Service Cloud Workforce Engagement, we will be able to perform all of this and more, adding to our productivity and service quality while creating better experiences for both our customers and our service agents, alike."

Xero "Salesforce's vision for workforce management will allow us to balance efficiency goals with our people and culture goals, which prioritizes celebrating agent skills and providing an engaging place to interact with their workday," said Nigel Piper, Executive General Manager, Customer at Xero. "A centralized view of future capacity will enable us to make better decisions around reactive service delivery, together with shifting effort into proactive engagement with customers."

#contactcenterworld, @salesforce

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.prnewswire.com