[On-demand] SugarCRM Lunch and Learn - There is never a better time to impress your customer.
Presented By ADAM FRANK AND ROMNEY LAI
30 Sep 2021 11:00 AM
There is never a better time to impress your customer.
Customers. Whether you’re managing project delivery, or remotely connecting to keep their lights on, you’ve got the tools to keep them covered in many ways.
But what happens when something falls between the cracks?
We discuss the following issues:
Customers want to talk to you on the channel of their preference and switch as they need to. How do you manage the cross-channel conversation seamlessly?
Customers don’t want to re-explain their life story when they get redirected. How do you ensure their cases get automatically routed to the right agent the first time?
SLAs can be complex when you sell multiple products and the upstream vendors have different agreements. How do you ensure your case queues are automatically prioritised with these different commitments?
COVID has made it harder than ever to carry out business planning. You need deep insights into overall case status, agent workloads and other critical metrics. How do you get best practice up and running without paying an arm and a leg?