Jim Mitchell is Sr. Business System Solution Architect at VIZIO. As a seasoned Salesforce certified professional and a Certified Scrum Master, Jim works closely with end users to architect useful solutions to enable them to get the most out of their Salesforce solutions. Connect with Jim on LinkedIn.
Despite the sudden move to work from home, VIZIO's customer service was positioned well for digital success. Here's how they kept agent morale high, trained new and existing agents, and got insights into agent productivity.
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