How to approach omnichannel customer service
Customers expect to be served efficiently and customer service agents need access to up-to-date data in order to be efficient. This is where knowledge systems and contact center software become critical.
Agents need to be able to access the data they are looking for with speed and ease. This is no small feat when omnichannel customer service is becoming the norm.
In our interview, Larry Robinson, senior VP of product management at Salesforce, discusses the importance of creating a solid customer experience and agent productivity. He also talks about how Salesforce expects to deliver that with Salesforce IoT Cloud.