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Knowledge Management: How To Retain Agent Expertise If They Leave

Salesforce Marketing Cloud

Consider the value your most experienced, high-performing agents and field service technicians bring to your organization. They’re also your go-to for information when your knowledge management system isn’t organized in an effective way. Get the free report What is knowledge management? How much of it is duplicative?

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What Is an Omnichannel Contact Center? Everything You Need to Know

Salesforce Marketing Cloud

Your agents have immediate access to the same centralized view of the customer they’re going to help — no matter how they contact you — in your customer relationship management system (CRM). The best omnichannel contact center software platforms connect all your data – whether it’s in your CRM apps or external data lakes.

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How to create a complaint management system to protect your brand reputation

Sprout Social

Complaint management is the process of handling customer complaints within an organization. A complaint management system will quickly identify, categorize and organize complaints to solve customer problems fast, so your team can focus on executing a winning customer experience strategy. What is complaint management?

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Is Your Generative AI Making Things Up? 4 Ways To Keep It Honest

Salesforce Marketing Cloud

LLMs are trained on massive datasets, which gives them a deep understanding of a broad context of information. Train your own LLM Thinking of adding generative AI to your business? You don’t need to train your own. Do not expect the LLM to be your source of truth because it’s not your knowledge base.”

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From Service to Sales: How Field Service Can Drive Revenue Growth

Salesforce Marketing Cloud

Let’s look at how field service management with AI, training, and incentives can set your team up for success. Train your mobile workers on sales techniques and how to look for customer cues. Uncovering an opportunity and creating a lead in the CRM goes directly to Sales for follow up.

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What Is a Customer Service Star? Find Out What Top Trailblazers Told Us

Salesforce Marketing Cloud

6 reasons to join the Service Trailblazer Community Get actionable customer service insights High-performing service organizations are using data and AI to improve efficiency without sacrificing the customer experience. Table of contents What is a customer Service Star? What is the Service Trailblazer Community?

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Contact Center Automation: Your Guide to Efficiency and Customer Happiness

Salesforce Marketing Cloud

Knowledge bases : Let AI create, organize, and deliver self-service content, so your agents can focus on more complex cases. Omnichannel routing : Route questions from any channel — email, SMS, and social media — to the right agent for the most efficient resolution based on skill set, availability, and capacity.