Empowering Agents to Provide Service from Anywhere: Contact Centers in the Time of COVID
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The document discusses strategies for empowering contact center agents to deliver service remotely during the COVID-19 pandemic. Key themes include the integration of technology to enhance human relationships, improve agent productivity, and implement personalized and efficient service solutions. It emphasizes the importance of managing virtual workforces and adapting to emerging service priorities to enhance customer experience.
Empowering Agents to Provide Service from Anywhere: Contact Centers in the Time of COVID
- 1. Empowering agents to provide service from anywhere: contact centers in the time of COVID Mahesh Chandrappa VP, Digital STATE FARM Tom King Director, Insurance GTM SALESFORCE Carl Tsukahara Chief Marketing Officer OPTIMIZELY
- 2. Enable Service from Anywhere Mahesh Chandrappa, Vice President, Digital
- 3. The Digital Customer Experience Our differentiator: The ability to overlay human relationships with enhanced technology.
- 4. My Mobile Office Native Application
- 5. Tests to Learn (Optimization) Experimentation in Product Management Discovery Design Test/Get Results Implement Winners Tests to Launch (Risk Mitigation)
- 6. Service is a journey….not a department Tom King Insurance Go to Market Director Rethinking Service
- 7. Human-Centric Service How to power personal, intelligent, trusted, and inclusive service at scale Accelerate Service Agent Productivity Deliver Seamless Digital Service Elevate Every Field Service Experience Connect Service Across Your Business
- 8. Emerging Service Priorities Manage a Virtual Workforce Deflect Call Volume with Self Service Improve Transparency and Response Times Connect Service Across Departments Capture Needs for Personalization Provide Security, Remain Compliant Primary Value Drivers Reduce Expense Improve NPS
- 9. Salesforce and COVID-19 Industry Solutions ● High Volume Claims ● COVID-19 Virtual Bank Solution
- 10. Tom King Insurance Go to Market Director Thank you!
- 11. Empowering agents to provide service from anywhere: contact centers in the time of COVID Mahesh Chandrappa VP, Digital STATE FARM Tom King Director, Insurance GTM SALESFORCE Carl Tsukahara Chief Marketing Officer OPTIMIZELY
- 12. Thank you for joining us!
Editor's Notes
- #2: [ID: CON B12] Empowering agents to provide service from anywhere: contact centers in the time of COVID Speakers: Mahesh Chandrappa, VP, Digiital, State Farm Tom King, Director, Insurance Go-to-Market Group Carl Tsukahara, Chief Marketing Officer, Optimizely Tracks: Product, Growth, Data, Scale Session Types: Integration, Customer, Product Announcement
- #8: Key Messages How companies deliver Human-Centric Service that is personal, intelligent, trusted, and inclusive at scale is in 4 ways: Connecting Service Across Your Business Accelerating Agent Productivity Delivering Seamless Digital Service Elevating Field Service Experiences
- #9: Key Messages Out of these conversations needs that sound like this list will undoubtedly surface Salesforce can help Digital urgency, state of RI story
- #12: [ID: CON B12] Empowering agents to provide service from anywhere: contact centers in the time of COVID Speakers: Mahesh Chandrappa, VP, Digiital, State Farm Tom King, Director, Insurance Go-to-Market Group Carl Tsukahara, Chief Marketing Officer, Optimizely Tracks: Product, Growth, Data, Scale Session Types: Integration, Customer, Product Announcement