A common vision for the connected enterprise
The future is bright for customer service. Centralized call centers are already being replaced by a virtual ecosystem of digital assistants and human agents. However, over the next few years as companies’ investments in self-service show a return, they will also create a challenge. The basic transactional calls that once dominated call queues such as account balance inquiries, change of address, and status updates, will disappear as customers use the self-serve channels for addressing these needs. The contact center agent’s day will instead be dominated by the complex and tricky issues that customers won’t be able to solve through self-service. The result is stress on the most valuable service asset: the frontline worker who will need improved and more advanced tools for visibility of their customers and their activity across the various channels.
The alliance between KPMG and Salesforce can help you adapt to the changing dynamics of service. Together, KPMG and Salesforce can implement the strategies, processes, and technologies to deliver satisfying customer service experiences within your operating budget. By transforming your customer service organization, your company will be better able to meet the higher expectations of today’s connected customer, differentiate yourself from competitors, and manage the cost to serve.
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