If you walk around a call center and ask what agent performance issues are prevalent, you’ll often hear the same things. Lack of agent knowledge. Lack of attention. Difficulty navigating systems. Lack of agent empowerment. But, what can we do to improve these areas? Lots of things. Today, we’re going to focus on CRM and specifically Salesforce.com. By giving agents and supervisors tools to combat these issues, we can improve agent performance, and make collaboration less of a pain point in the organization.
At Alternative Solutions Consulting we use Salesforce.com to solve many issues related to these things all at once. Knowledge is a powerful tool that can be tailored to present relevant articles to agents based on where they are at in a case and who their customer is. The escalation process for chat, phone, and email avenues is also greatly improved by leveraging Omni-Channel routing. The increased, yet efficient, communication within and between departments does wonders for a call center’s culture.
With the new Lightning Experience, we can shorten clicks per action, sometimes cutting them in half or more. With custom coding, many agent processes can be automated, allowing your agents to focus on the customer and let the software do the heavy lifting. This not only improves the agent experience and makes them want to stay, but it improves efficiency and allows you to backfill less of your attrition.
With Chatter(a method to comment on records to other users), Omni-Channel, and simple yet recognizable notifications, agents are easily and quickly able to gain supervisor approvals without a long hold process. Reminders can also be set by agents or automatically generated based on the user’s scenario.
There are a great many factors that go into agent retention, but CRM is one of the best tools that can be used to combat your employee turnover. Salesforce can help your agents perform more effectively, make their daily experience better, and help them feel empowered and attentive. But, what are some other key benefits of making the move to Salesforce.com?
In the Service Cloud, we can now connect you to your customers via phone, text, email, chat, and social media. Marketing Cloud adds many additional features related to customer contact. Because all of your business can be managed within Salesforce, the data you use to contact your customers is always up to date. And Marketing Cloud ensures it’s delivered in a fresh and convenient manner that attracts customers.
Sales Cloud is of course where Salesforce.com began, and it’s not slacking there now. Everyone from Start-Ups to Fortune 500’s have recognized the power of leveraging Salesforce.com. You can generate leads and opportunities, and then let the platform organize them into pipelines. You can track performance against goals, and report on your successes and failures for future planning efforts. And you can efficiently organize work in to territories or skillsets.
Salesforce.com does Call Center CRM better than anyone else, and for the first time you can truly integrate your CRM into the rest of your business’ system of record. Alternative Solutions Consulting is an industry expert you can trust to make these integrations work.
March 27, 2019 Contributed By – Spencer Gibson, Alternative Solutions Consulting, Salesforce.com and Customer Life-Cycle Management Consultant