Customers today want additional channels to interact with companies that they do business with. Though the traditional call center is not going away, it is rapidly changing and can no longer be the single source of service. Here are my findings on the effect AHT when exposing additional channels for service.

In customer service, the final destination remains the same – how do we make our customers more satisfied, more happy, and create more retention?  Bluewolf Consulting held a roundtable session yesterday at Quadrus in Menlo Park specifically focused on how the impact of Social CRM, self-service and how organizations can become customer-centric. The 2-hour knowledge storm was led by Bluewolf customer care experts in addition to Bo Mullen, Senior Strategic Manager, Service Cloud from salesforce.com, and attended by local companies looking to get answers.

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