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Conference Presentation

Increasing Diversity in the Support Center to Improve Critical Support KPIs

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The events of the past 18 months have solidified just how important diversity, equity, and inclusion are in the support center. But it doesn't just improve the employee experience and retention, it also improves the customer experience. Why? Because customers want to be understood. And having an agent workforce made up of diverse experiences, cultures and mindsets, allows them to empathize with customers on an entirely new level. Join Marlene Summers, VP of Global Support at Salesforce, as she discusses why DEI in the support center is critical to customer success, how service leaders can create a culture of inclusivity, and how to take a top-down approach to diversity that is genuine and thoughtful.

Presented By:

Marlene Summers

VP, Technical Support, Salesforce

Publish Date: May 27, 2022

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Peg Rodarmel, SVP, Subscription Services, Infor

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