Transforming the Customer Experience

•

7 recomendaciones•565 vistas

dreamforce2006

Economía y finanzas Empresariales

Transforming the Customer Experience “Customer Centricity & the Customer Experience Center” Mark Newhall VP, Program Management / Continuous Improvement / Customer Care Corporate Express North America Email: m.newhall@cexp.com Track: Service & Support Executives

Who is Corporate Express ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],INDUSTRY: Distribution of Business Products & Services EMPLOYEES: 20,000 (global) GEOGRAPHY: Global PRODUCT(S) USED: SFA, Service & Support # USERS: 4,600

Problem! ,[object Object],[object Object],[object Object],[object Object]

Solving Problems … the Move to IP HQ CSR Center PSTN Home-based & Mobile CSR Center Any Customer Cisco CVP (IVR) ,[object Object],[object Object],[object Object],[object Object],[object Object]

Solving Problems … Desktop w/Integrated View HQ CSR Center PSTN Remote CSR Center Any Customer Cisco CVP (IVR) SF.Com ,[object Object],[object Object],[object Object],[object Object],[object Object]

Solving Problems … Automated Workflows ,[object Object],[object Object],[object Object],[object Object],HTTP Action Screen Post / Get Action Data Action Preview Agent in ready state Inbound call with ANI, DNIS and IVR information Salesforce.com CRM application pops with all caller information Based on ANI, CAD HTTP action opens/navigates salesforce.com to customer file ,[object Object],Call starts ringing

Supervisors View of CSRs – Real-Time Information ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Derived Benefits ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Session Feedback Let us know how we’re doing! ,[object Object],[object Object],[object Object],[object Object],[object Object],Save time! Use your cell phone or mobile device to send Feedback via SMS/Text Messaging! Send a message to 26335 In the message body: Session 146, #### For example, “ Session 123, 5555 ” Session ID: 146 Session ID # Scores for 4 categories SMS Voting powered by:

Más contenido relacionado

Más de dreamforce2006

Top Ten AppExchange Apps for Professional Editiondreamforce2006

Tools to Increase Partner Adoption and Loyaltydreamforce2006

Tips & Tricks for Building Advanced Workflowdreamforce2006

Three Use Cases for Service & Supportdreamforce2006

The Mystery Is Solved Demystifying Integrationsdreamforce2006

Territory Management Made Simpledreamforce2006

Success with Salesforce for Capital Marketsdreamforce2006

Salesforce PRM, Partner Edition Roadmapdreamforce2006

Sales ROI Benchmarkingdreamforce2006

Quote Management Made Easy Through Salesforce and the AppExchangedreamforce2006

Packaging It Up Latest Enhancements for App Distributiondreamforce2006

Open It, Read It, Buy It Email Marketing with the AppExchangedreamforce2006

Next-Generation Native Appsdreamforce2006

Mobile AppExchange in the Field Great Apps at Workdreamforce2006

Meet the Product Managersdreamforce2006

Meet Salesforce, Your New Employeedreamforce2006

Manage What You Measure Lessons from Dashboard Prosdreamforce2006

Leveraging Your Customer Service Function to Drive Salesdreamforce2006

Lead Distribution Programs to Optimize Channel Revenue Customer Paneldreamforce2006

IT Success with the Winter '07 Release Platform Overviewdreamforce2006

Más de dreamforce2006 (20)

Top Ten AppExchange Apps for Professional Edition

Tools to Increase Partner Adoption and Loyalty

Tips & Tricks for Building Advanced Workflow

Three Use Cases for Service & Support

The Mystery Is Solved Demystifying Integrations

Territory Management Made Simple

Success with Salesforce for Capital Markets

Salesforce PRM, Partner Edition Roadmap

Sales ROI Benchmarking

Quote Management Made Easy Through Salesforce and the AppExchange

Packaging It Up Latest Enhancements for App Distribution

Open It, Read It, Buy It Email Marketing with the AppExchange

Next-Generation Native Apps

Mobile AppExchange in the Field Great Apps at Work

Meet the Product Managers

Meet Salesforce, Your New Employee

Manage What You Measure Lessons from Dashboard Pros

Leveraging Your Customer Service Function to Drive Sales

Lead Distribution Programs to Optimize Channel Revenue Customer Panel

IT Success with the Winter '07 Release Platform Overview

Último

Vasai-Virar Fantastic Call Girls-9833754194-Call Girls MUmbaipriyasharma62062

VIP Independent Call Girls in Andheri 🌹 9920725232 ( Call Me ) Mumbai Escorts...dipikadinghjn ( Why You Choose Us? ) Escorts

Mira Road Awesome 100% Independent Call Girls NUmber-9833754194-Dahisar Inter...priyasharma62062

Webinar on E-Invoicing for Fintech BelgiumFinTech Belgium

(Sexy Sheela) Call Girl Mumbai Call Now 👉9920725232👈 Mumbai Escorts 24x7jayawati511

(INDIRA) Call Girl Mumbai Call Now 8250077686 Mumbai Escorts 24x7Call Girls in Nagpur High Profile Call Girls

W.D. Gann Theory Complete Information.pdfMillion-$-Knowledge {Million Dollar Knowledge}

8377087607, Door Step Call Girls In Kalkaji (Locanto) 24/7 Availabledollysharma2066

VIP Call Girl Service Andheri West ⚡ 9920725232 What It Takes To Be The Best ...dipikadinghjn ( Why You Choose Us? ) Escorts

Best VIP Call Girls Morni Hills Just Click Me 6367492432motiram463

Stock Market Brief Deck (Under Pressure).pdfMichael Silva

Q1 2024 Conference Call Presentation vF.pdfAdnet Communications

(Vedika) Low Rate Call Girls in Pune Call Now 8250077686 Pune Escorts 24x7Call Girls in Nagpur High Profile Call Girls

Pension dashboards forum 1 May 2024 (1).pdfHenry Tapper

Kharghar Blowjob Housewife Call Girls NUmber-9833754194-CBD Belapur Internati...priyasharma62062

VIP Independent Call Girls in Bandra West 🌹 9920725232 ( Call Me ) Mumbai Esc...dipikadinghjn ( Why You Choose Us? ) Escorts

Call Girls in New Ashok Nagar, (delhi) call me [9953056974] escort service 24X79953056974 Low Rate Call Girls In Saket, Delhi NCR

( Jasmin ) Top VIP Escorts Service Dindigul 💧 7737669865 💧 by Dindigul Call G...dipikadinghjn ( Why You Choose Us? ) Escorts

Call Girls Service Pune ₹7.5k Pick Up & Drop With Cash Payment 9352852248 Cal...roshnidevijkn ( Why You Choose Us? ) Escorts

Diva-Thane European Call Girls Number-9833754194-Diva Busty Professional Call...priyasharma62062

Último (20)

Vasai-Virar Fantastic Call Girls-9833754194-Call Girls MUmbai

VIP Independent Call Girls in Andheri 🌹 9920725232 ( Call Me ) Mumbai Escorts...

Mira Road Awesome 100% Independent Call Girls NUmber-9833754194-Dahisar Inter...

Webinar on E-Invoicing for Fintech Belgium

(Sexy Sheela) Call Girl Mumbai Call Now 👉9920725232👈 Mumbai Escorts 24x7

(INDIRA) Call Girl Mumbai Call Now 8250077686 Mumbai Escorts 24x7

W.D. Gann Theory Complete Information.pdf

8377087607, Door Step Call Girls In Kalkaji (Locanto) 24/7 Available

VIP Call Girl Service Andheri West ⚡ 9920725232 What It Takes To Be The Best ...

Best VIP Call Girls Morni Hills Just Click Me 6367492432

Stock Market Brief Deck (Under Pressure).pdf

Q1 2024 Conference Call Presentation vF.pdf

(Vedika) Low Rate Call Girls in Pune Call Now 8250077686 Pune Escorts 24x7

Pension dashboards forum 1 May 2024 (1).pdf

Kharghar Blowjob Housewife Call Girls NUmber-9833754194-CBD Belapur Internati...

VIP Independent Call Girls in Bandra West 🌹 9920725232 ( Call Me ) Mumbai Esc...

Call Girls in New Ashok Nagar, (delhi) call me [9953056974] escort service 24X7

( Jasmin ) Top VIP Escorts Service Dindigul 💧 7737669865 💧 by Dindigul Call G...

Call Girls Service Pune ₹7.5k Pick Up & Drop With Cash Payment 9352852248 Cal...

Diva-Thane European Call Girls Number-9833754194-Diva Busty Professional Call...