Call Center managers who sustain high service levels in customer support, know Good CX means faster response times, shorter call queues, and proactive agents who are fully prepared with all the necessary information at their fingertips. Here’s where Salesforce comes in.
About 60% of customers feel that waiting in call queues is the most frustrating part of the service delivery experience. Callbacks increase customer satisfaction by letting them choose whether to wait for an available support agent when call volume is heavy.
Having a great contact center plays a crucial role in driving revenue. Conversation intelligence can make your performance better and your customers happier.
A fully integrated call center system lets users capture all inbound call interactions in Salesforce and report on call outcome, duration, and key metrics to make a successful management of call center activity.
Tracking call outcomes is the core responsibility of any contact center manager to ensure the right balance between the accuracy of call results and call center efficiency.
If your organization already uses the Salesforce CRM for managing customer data and interactions, establishing call center functionality is only a few steps away. There are plenty of call center solutions available for Salesforce, but how can you know which one is best for your operation?