Customers demand support over the phone, and many companies are now challenged to deliver a consistent and quality experience during a pandemic. Here's how to do it well...
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Just hired a new class of field service workers to join your mobile workforce? One training early on won’t do it — especially when technological advancements and ever-rising customer expectations continue to push today’s field workers to do more...
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Salesforce has tracked changing customer expectations, every two weeks, by surveying 3,500 worldwide consumers during the pandemic. Here's how those insights pertain to U.S. service organizations...
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Set your mobile workers up w/ success before they head out into the field. Here are 6 tools to keep them connected, improve first-visit resolution, boost productivity, and more....
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At VIZIO, the service mission is simple: help people. In fact, this promise is painted on every conference room wall where all agents can see it as they walk by. They know more than 70 million customers rely on them to make sure their VIZIO TVs and sound bars work....
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Welcome to the adaptive workforce. Maintaining continuity in your small business means adapting to change, including how and where you do business. Remote working, shift planning, and reconfiguring your office or place of business are all part of the plan now as we navigate into a new normal.
The...
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Banking providers around the world are helping millions of people and small businesses manage tremendous financial uncertainty amid COVID-19. Though banks have risen to the challenge with remarkable ingenuity, the crisis underscores the need for them to accelerate their digital transformations.
The...
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The insurance industry has developed an industrial-strength capacity to deal with catastrophes. Yet, due to the ongoing COVID-19 pandemic, insurers face new challenges. How do you transition workforces to a work-from-home environment in a typically slow-moving industry that does not have the...
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This article is contributed by meal delivery service Sun Basket, a San Francisco-based Salesforce customer using Service Cloud, Digital Engagement, and Einstein Bots.
People are staying home and avoiding grocery stores. Frontline workers are taking on demanding schedules. As everyone does their...
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