If you fail to plan, then you’re planning to fail. Human creativity is critical in the customer service contact center. Planners must address these three things to set agents up for success.
Learn how Fike, a 75-year old industrial safety parts manufacturer, connected field service to the broader organization to solidify it as a critical function.
As customers gravitate en masse toward digital self-service channels, it's critical to track and measure your performance. But how? The answer is understanding Return on Experience.
It's hard to predict service case volumes, and even harder to make sure customers are connected with the right agents on the right channels at the right time. Many organizations — including Salesforce — have rethought how they run the contact center. Here's what we know.
When the pandemic hit, Mobile Technologies Inc., a global leader in retail merchandising and services, accelerated a plan to digitize field service management and create an agile workforce. Here are five takeaways.