The Salesforce Conversations with Peter Schwartz & Steven Johnson

The Salesforce Conversations with Peter Schwartz & Steven Johnson

The Salesforce Conversations with Peter Schwartz & Steven Johnson

Join Peter Schwartz, SVP, Strategic Planning, Salesforce as he welcomes Steven Johnson, Bestselling author & PBS host of How We Got to Now , into the Salesforce LIVE Studio for a chat about the evolution of technology as well as Steven's books and new PBS series.

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The Call Center Manager's Role in Handling Customer Complaints

Customer complaints and problems, service agents are trained and empowered to solve most them on their own using business rules that are preset in a company’s call center software. There are some service recovery situations, however, in which the conversation needs to be escalated to a manager. The manager has three key responsibilities during an escalated call: 1.       Satisfy the...
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