Agent Productivity

Help Your Agents Work with Efficiency

When agents are happier, it follows that the customers they’re helping will be happier. And agents love the simplicity and power of Salesforce Service & Support. That’s because it gives them quick access to everything they need to efficiently provide good service. More productive agents mean more satisfied customers and lower service costs.

 
Agent Console
Agent Console

Customer service and support agents are much more productive when the information and tools they need to solve a customer’s problem are consolidated in a single spot. A unified agent console with integrated solution management provides a single desktop view of relevant information about the current case.

Agent Console
 
Call Scripting
Call Scripting

Getting all your agents on the same page is easy with Salesforce Service & Support’s call scripting feature. You can provide your telesales, telemarketing, and service and support teams with scripts to guide them through lead qualification, up-sell and cross-sell opportunities, case resolution, and issue troubleshooting or escalation.

Call Scripting
 
Email Management
Email Management

Email can be an effective and efficient communication channel for busy agents. Salesforce Service & Support provides email management tools to help track email messages and keep customers in the loop.

Email Management
 
Computer Telephony Integration (CTI)
Computer Telephony Integration (CTI)

Salesforce was built to play well with others. Deployment and integration headaches are a thing of the past—Salesforce Service & Support helps you leverage your existing infrastructure and integrate it seamlessly with your contact centers to improve call handling, response times, and agent performance.

Computer Telephony Integration (CTI)