Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

EXECUTIVE MEMBER
Cansu Kizir
Product Owner - TOBi Chatbot
89
MEMBER
Thamer Noori
Director of Industrial Security and Safety Dept.
65
EXECUTIVE MEMBER
Bryan Anggraita
Head of Customer Operations and Branch Mgt
198
MEMBER
Bill Quiseng
Chief Experience officer
111

News : Salesforce Reimagines Service Cloud to Transform Customer Service from Anywhere

#contactcenterworld, @salesforce

San Francisco, CA, USA, April, 2021 -- Salesforce, [NYSE: CRM], a global provider in CRM, introduced the next generation of Service Cloud — technology to support changing customer service expectations and provide connected, personalized service from anywhere on one digital engagement platform.

Over the last year, service agents moved quickly to work from their kitchens and living rooms, but relied on legacy technology—disparate, on-premise solutions and spreadsheets—that wasn’t designed to manage globally distributed workforces. At the same time, agents were reeling from a monumental surge in the volume of customer requests across all digital channels and new, in-demand experiences like appointment setting and curbside pickup.

Today, parts of the world are beginning to re-open—53% of U.S. consumers plan to fly on a plane by the end of this year, and 97% plan to shop inside a store. Reopenings will also introduce a slew of new questions around updated policies, protocols, and safety measures. This adds a new level of challenge for agents, who will be on the frontlines, and who are already contending with increased workloads and more demanding customers. In fact, 82% of consumers expect to continue contacting customer service at pandemic-level rates yet just 36% of service professionals feel fully prepared to handle a surge in service and support cases.

"We are on the cusp of a great reopening of society, and companies know they need to move quickly to seize the moment," said Clara Shih, CEO of Service Cloud, Salesforce. "While customers and companies alike are eager to return to in-person experiences, digital behaviors we learned and grew accustomed to during the pandemic are here to stay."

According to a Forrester report authored by Kate Leggett, VP Principal Analyst, Forrester, "Customer service leaders must stay abreast of three megatrends in 2021 as they weather the storm: AI-fueled digital experiences underpin great customer service, modern agent desktops empower agents to best serve customers, and customer service technology enables resilience and sustainability.1

Service from Anywhere with Service Cloud 360

For companies to thrive, they need to make every customer engagement — from online to curbside to in-person — more valuable and empower their service employees to quickly help, whether they are working from home, are in the field, or working in a hybrid model. Today’s announcement includes key updates to Service Cloud Voice, Workforce Engagement, Visual Remote Assistant, and more, all applicable across industries from retail to manufacturing.

Modernizing the contact center

With many contact center leaders planning to maintain remote or hybrid work, old ways of working — like handling one support channel at a time or looking over a desk to ask a coworker or supervisor for help — are now obsolete. COVID exposed an opportunity to deliver great service from anywhere.

Service Cloud Voice brings together phone, digital channels and CRM data in one central view for service agents, and offers the agent real-time call transcription and AI-powered guidance on recommended next steps. 

Businesses have had to rethink their operating model and create a more flexible workforce. For example, with retailers seeing less in-store foot traffic, service associates working on the store floor need to have the ability and the training to also support digital requests in the contact center. But in this new environment, it’s critical more than ever to have the right customer service agent —with the right skills —talking to the right customers at the right time.

Service Cloud Workforce Engagement is a new workforce planning product that uses artificial intelligence to help service leaders predict how many requests will come into the contact center, and on which channels — including phone, email, web chat, text and social. 

Automating digital service

Eighty-one percent of service decision makers report that they are accelerating digital initiatives, and in the past year Einstein Bot conversations surged 706%, while service channels like chat, messaging apps and video support saw double-digit adoption gains.

Scaling field service

Field service is undergoing a massive transformation as in person safety and new precautions and ways of interacting become essential for how businesses reopen and effectively stay open. Office buildings, sports stadiums, and malls will need to ramp up to address throngs of people excited to be back together in the community again. Sectors including food service, manufacturing, sanitation, and utilities in particular are increasing their use of Salesforce Field Service to prepare for the surge in infrastructure and servicing demands– everything from elevator maintenance, lights and air quality systems as people return to work, to concert and sports venues, airports, and museums. These indoor spaces have largely sat vacant for the last 12 months, and require checks and maintenance before they are ready for prime time.

The Estée Lauder Companies: "At The Estée Lauder Companies, we look to bring high-touch service to every aspect of our business. Having a 360 view of the customer within Salesforce gives us the ability to build empathy and a connection with the consumer beyond product questions and transactions. With Service Cloud Voice, we’re further extending our high-touch services by digitizing our phone channel, allowing our advisors to deliver personalized service supported by automation and intelligence," said Michael W. Smith, Chief Information Officer, The Estée Lauder Companies. "And now with Workforce Engagement, we can plan and optimize support across our channels globally."

SONOS: "Things are always changing so being adaptable — empowering your people to be able to do what they need to do in the moment — is absolutely critical for us," said Patrick Spence, CEO, Sonos. "Salesforce’s technology enabled us to both be successful having all of our employees working at home and also shift our business to direct-to-consumer, which allowed us to scale and support all of our customers as we hit a period of tremendous growth."
SmileDirectClub: "Empowering our Customer and Dental Care Teams with Service Cloud Automation tools has been key to creating a single view of our customer and resolving their questions or concerns more quickly and with personalization," said Justin Skinner, Chief Information Officer, SmileDirectClub. "Service Cloud’s AI-powered workflows have streamlined things like our queue management process and made case tracking more visible for customers, saving our Care Teams’ time that can be spent focused on customer success."

#contactcenterworld, @salesforce

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


About Salesforce:
Company LogoSalesforce.com delivers software-as-service offering a family of on demand solutions for integrated sales force automation, campaign management, customer service and support, and document and file management to help companies meet the complex challenges of global customer communication. The company has introduced sforce, a new service that will change how applications are built as significantly as salesforce.com changed how applications are delivered.
Company RSS Feed   Company Facebook   Company Twitter   Company Instagram   Company YouTube   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Environmental Considerations

Read today's tip or listen to it on podcast.

Published: Monday, April 26, 2021

Printer Friendly Version Printer friendly version

2024 Buyers Guide Business Continuity

 
1.) 
Eckoh

CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.

CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.

This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.

2.) 
Pointel

CCaaSSync – Contact Center Disaster Recovery Solution
CCaaSSync is a comprehensive solution to help businesses prepare for unforeseen disasters that may impact their Genesys cloud contact center infrastructure. Our disaster recovery solution ensures that your business remains operational and continues to provide seamless customer service even in the event of catastrophic failure of your primary infrastructure.

Our disaster recovery solution is a cloud-based service that allows you to synchronize your primary Genesys cloud contact center infrastructure with your disaster recovery Genesys cloud contact center infrastructure, allowing you to quickly and easily switch over to the backup infrastructure in the event of a disaster. This ensures tha...
(read more)

3.) 
Vads

VADS Business Continuity Plan
VADS provides a business continuity plan by providing full outsource services and manage services. we've provided this to several clients. You can contact us for a detailed study case.
 

About us - in 60 seconds!

Submit Event

Upcoming Events

The 19th EMEA Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...
 5927 
The 19th Asia Pacific Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...
 6175 
The 19th World Final Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...
 1136 

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.

Industry Champion Award Leaderboard

Most active award entrants in the past 48 hours! - Vote for Others / About Program
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed = True
session blnCompletedAwardInterestPopup = False
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =