Salesforce: Optimizing the Agent Experience from Anywhere
Sheila McGee-Smith, President & Principal Analyst, McGee-Smith Analytics
Tracy Kelly, AVP, Shared Services Contact Center, John Hancock
Eric Krapf, GM & Program Co-chair, Enterprise Connect and Publisher, No Jitter
Patrick Beyries, VP, Product Management, Salesforce
Contact centers have had to adjust on the fly to the new realities of the coronavirus pandemic: Many agents now work from home, and are dealing with demands that they never encountered before. Improving your agents’ experience is critical to keeping them performing at top levels—which benefits them and your customers. One key way to help your agents is by integrating your CRM more tightly with the agent desktop. That’s now possible with Salesforce’s Service Cloud Voice product, which provides agents a more seamless way to access customer data while handling calls. In this webinar, you’ll hear about how you can make your agents more productive and satisfied by providing them with more functional tools for doing their jobs, whether from home or the contact center.