It’s the third decade of the new millennium and contact center management is under duress. A different kind of duress, actually, at least for financial services institutions (FSIs). In addition…
One way or another, businesses are coming around to the necessity of digital transformation. They’re attempting overhauls of the customer experience that can be comprehensive, compendious, and remarkably compressed. Yet…
Whether they focus on B2B or B2C offerings, companies have long thought of case deflections as the hallmark of providing great customer experience. If an existing customer doesn’t lodge a…
Improving customer service and experience has been a key driver for Coveo customers as they look to provide better self-service to reduce call volumes. But in today’s tight labor markets,…
Something curious is happening with respect to knowledge management. One look around would suggest that, before the pandemic and so-called Great Resignation, knowledge management was dead. A dusty backoffice relic…
Omnichannel vs multichannel – you’ve heard the buzzwords, but what do they really mean? The terms omnichannel and multichannel are alive and well in this conversation, and while they do…
How can you turn your Salesforce Community into a case deflection engine? Let’s back up a little. Thanks to the global pandemic, consumers increasingly expect a top-notch virtual customer experience;…
One to one digital personalization is a big deal—and getting bigger. Thanks to digital giants such as Amazon and Netflix, consumers are getting used to online experiences that make it…
I have some good news for teams using Salesforce in service and support. But first, a flashback. Disclaimer: I’ve never worked as a service rep or support agent. During my…
Ever since the debut of Salesforce Portals (re-architected and renamed “Communities” in the Summer ‘13 release), Salesforce Community Cloud has grown in popularity and capability. As organizations look to provide…
