In this lecture I share introductory information on common contact center KPIs such as CSAT - Customer Satisfaction. I also show you some of the resources that I have linked to.
Resources:
Understanding Call Center Analytics - https://www.salesforce.com/products/service-cloud/best-practices/call-center-analytics/?sfdc-redirect=157
5 Questions - https://www.salesforce.com/form/conf/analytics/5-questions-answered-by-wave-for-service.jsp
Wave App for Service 1 Sheet - https://a.sfdcstatic.com/content/dam/www/ocms-backup/assets/pdf/analytics/ac-service-wave-one-pager-interactive.pdf
Service Wave Demo - https://salesforce.vidyard.com/watch/pfy6rC3CfUd6HC1Zb1tGLg
In this lecture we discuss the different interaction channels that Salesforce can support, such as web, phone, social, and more. I walk through the process of creating a Support Process.
In this lecture we discuss some of the challenges and considerations when dealing with providing business continuity.
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