Leveraging Omni-channel Optimization of the customer experience carries with it a plethora of opportunities and challenges for an organization. One challenge is managing omni-channel communication with customers which savvy service organizations
Read More...Self-service is defined as the use of technology tools, which empower customers to address their own needs and help themselves, without interacting with a live agent.[i] These tools are two-way communication-focused,
Read More...Most people are familiar and comfortable with service operations in everyday life, like calling a plumber to fix a leaky sink, contacting an HVAC contractor to clean the heating system,
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Much has been written about the importance of Customer Experience (“CX”) and it has never been more important with record call volumes at contact centers during COVID-19 that is placing
Read More...“What gets measured, gets managed.” This mantra is as important today as ever when running a business, especially for the service executives when insight into metrics positively impacts the Customer
Read More...Powering greater customer satisfaction, full user adoption, and 100% visibility into service resource capacity, order status, and
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At Forcivity, we pride ourselves on the experience and expertise of our team. Now, we’re expanding that expertise even further, with three employees striving to achieve Certified Technical Architect, the highest
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The Salesforce Winter '21 release is one of the biggest announcements to date, and it's certainly causing a lot of excitement, especially here at Forcivity. The platform's major updates make it
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Salesforce is doing it again with the Winter 2021 update. As a leader in the SaaS industry, all eyes are on the Salesforce Features release.
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