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Faced with year-over-year of hyper-rapid customer growth, Salesforce needed to maintain global customer satisfaction rates across online self-service and agent-assisted channels without sacrificing the customer experience. In less than 2 years, they’ve managed to increase CSAT while keeping agent headcount low. How’d they do this? In this case study session, we’ll look at how Salesforce delivers relevant content and contextual recommendations at scale across self-service and agent interactions — freeing up human capital for more quality interactions with customers. Bring your questions!
VP of Customer Success, Coveo
Sr. Principal Success Specialist, Salesforce
Publish Date: May 8, 2018
TSIA is well worth the investment. This is the one place where you can come and get a fusion of ideas that you can then marry up to the goals and objectives of your organization and boil that down into several actionable plans that you can implement over the next 6 months to a year.
Peg Rodarmel, SVP, Subscription Services, Infor
The Technology Services Industry Association (TSIA) is dedicated to helping services organizations large and small grow and advance in the technology industry. Find out how you can achieve success, too. Call us at (858) 674-5491 or we can call you.