Salesforce: Optimizing the Agent Experience from Anywhere

Contact centers have had to adjust on the fly to the new realities of the coronavirus pandemic: Many agents now work from home, and are dealing with demands that they never encountered before. Improving your agents’ experience is critical to keeping them performing at top levels—which benefits them and your customers. One key way to help your agents is by integrating your CRM more tightly with the agent desktop. That’s now possible with Salesforce’s Service Cloud Voice product, which provides agents a more seamless way to access customer data while handling calls. In this webinar, you’ll hear about how you can make your agents more productive and satisfied by providing them with more functional tools for doing their jobs, whether from home or the contact center.

On Demand
1h 00min

You will learn:

  • The state of integrations between CRM and contact center systems
  • How tighter integration between these systems can benefit agents and enhance productivity
  • Tools for helping agents work effectively from home

Featured Speakers

  • Sheila McGee-Smith
    Sheila McGee-Smith
    President & Principal Analyst
    McGee-Smith Analytics

    Sheila McGee-Smith, who founded McGee-Smith Analytics in 2001, is a leading communications industry analyst and strategic consultant focused on the contact center and customer experience communications markets. Sheila serves as the Contact Center Track Chair for Enterprise Connect, is a frequent contributor to No Jitter and can be following on Twitter @mcgeesmith.

  • Patrick Beyries
    Patrick Beyries
    VP, Product Management
    Salesforce Service Cloud

    Patrick Beyries is a Vice President of Product for Salesforce Service Cloud, driving product strategy and execution for the world’s leading customer service platform. He helps top customer service organizations create a vision to transform their service operations and realize closer and more productive connections with their customers. As a thought leader in the service space, Patrick often presents on the future of service and the evolving expectations and needs of both customers and service teams.

  • Tracy  Kelly, AVP
    Tracy Kelly, AVP
    Shared Services Contact Center
    John Hancock

    Tracy Kelly leads the Shared Services Contact Center, which is responsible for servicing inbound customer and advisor phone inquiries across John Hancock Annuities, Fixed Products, Life Insurance and Long Term Care. Her teams service over 2.5 million calls annually and employ associates from the National Telecommuting Institute as well as the Military Spouse Employment Partnership.

  • Eric Krapf
    Eric Krapf
    GM & Program Co-Chair, Enterprise Connect
    Publisher, No Jitter

    Eric Krapf is General Manager and Program Co-Chair for Enterprise Connect, the leading conference/exhibition and online events brand in the enterprise communications industry. He has been Enterprise Connect’s Program Co-Chair for over a decade. He is also publisher of No Jitter, the Enterprise Connect community’s daily news and analysis website. Eric served as editor of No Jitter from its founding in 2007 until taking over as publisher in 2015. From 1996 to 2004, Eric was managing editor of Business Communications Review (BCR) magazine, and from 2004 to 2007, he was the magazine's editor. Before coming to BCR, he was managing editor and senior editor of America's Network magazine, covering the public telecommunications industry. Prior to working in high-tech journalism, he was a reporter and editor at newspapers in Connecticut and Texas.

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