console power productive agents and happy customers
DESCRIPTION
Take a deep dive into the core principles of building a great customer service agent experience with the Salesforce Console. During the webinar, our experts outlined the net impact of productivity metrics and customer satisfaction when the Salesforce Console is properly aligned with your company’s objectives. We will also cover several key features, benefits and best practices for improving results with the new Agent Console: -Easily spot important fields on records -Limit switching between pages -Quickly jot notes, actions and log interactions for each interaction -Chat with customers in real time by integrating with Live Agent (Service Cloud only) The session was packed with practical tips and insights from our real-world implementation experience.TRANSCRIPT
Console Power: Productive Agents and Happy Customers
December 10, 2014
Today’s Speakers
Brendan CallumService Cloud &
Communities Architect
Perficient
Maria Orozco
Senior Business ConsultantPerficient
• Founded in 1997
• Public, NASDAQ: PRFT
• Major market locations throughout
North America
• Global delivery centers in China,
Europe and India
• >2,200 colleagues
• Dedicated solution practices
• ~90% repeat business rate
• Alliance partnerships with major
technology vendors
• Multiple vendor/industry technology
and growth awards
Perficient Profile
• More than 450 customers │Completed ~3,000 Salesforce engagements
• Expertise: Sales and Service Clouds, Chatter, Portals, Communities,
Mobile and Custom Development on Salesforce Platforms
• Industry Strength: Healthcare, FinServ, Hi-Tech and Consumer/Retail
• ~ 80 certified consultants │ ~ 180 multiple certifications
• One of the highest Salesforce.com customer satisfaction ratings: 9.4
out of 10!
Salesforce Practice
Agenda
• Why agent experience matters?
• Best Practices
• Comprehensive View
• Integrated Knowledge
• Topics
• Collaboration
• Take Action
• Q&A
Why Agent Experience Matters
“Agent Experience” =
+
Systems & Tools Processes & Policies
+
Environment & Team
Why Agent Experience Matters
What does this have to do with productivity?
Increasing agent productivity is not just about working longer hours,
taking fewer breaks, or less idle time
You need to focus on:
• Driving engagement with work
• Rewarding and incentivizing
• Optimizing and streamlining tools & processes
In other words… improving “Agent Experience”!
Why Agent Experience Matters
The Bottom Line
Improving agent experience can directly impact critical
metrics,
• Faster resolution times
• Lower cost per contact
• Higher CSAT/NPS score
• Higher agent retention/engagement
• Even improve Customer Effort Score (by higher probability
of first contact resolution)
Comprehensive View
Show as much as possible on one screen while following the 80-20 rule
• Comprehensive view of many aspects related to a
customer such as products, contact history, etc.
Comprehensive View
• Eliminate switching between
screens or browser windows
• One login for agents, integrate
systems like order management,
billing, RMA, etc.
Integrated Knowledge
• Create knowledge as a byproduct of solving problems (KCS)
Make knowledge your foundation for an efficient and productive
support process
Integrated Knowledge
• Reward agents for new article creation
• Suggest relevant articles and link them to customer issues
Topics
• Organize cases by topic association
• Follow topics and get notification on followed topics
• Endorse knowledge agents per their expertise on topics
Identify trending topics and organize common issues
Topics
Organize Topics
Follow Topics
Endorse Users
Collaboration
• Quickly mention other agents across all cases
• Create groups to share ideas, solutions, etc.
• View history of conversations across cases
Work together with different agents to share area expertise across
all cases
Take Action
• Reduce the number of clicks for agents
throughout the life of a case
• Shorten response and update time on cases
• Enable users to do more in Salesforce1
Automate commonly used case actions to save the agent time
