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The 4 steps to improve your Quality Assurance program

The 4 steps to improve your Quality Assurance program

In-gage is a salesforce app, which helps to measure and improve customer loyalty & advocacy by changing the behaviours of front line staff. We have developed a Salesforce quality assurance solution that helps contact centres and call centres ensure that they deliver consistent customer service utilising the power of salesforce. In our latest infographic we show you 4 steps to improve your Quality assurance program.

The 4 steps to improve your Quality Assurance program

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4 Steps to Employee Engagement in Contact Centres using Salesforce

4 Steps to Employee Engagement in Contact Centres using Salesforce

In-gage has a salesforce employee engagement solution, which helps contact centres and call centres to measure and improve employee engagement by changing the behaviours of front line staff. We have developed a Salesforce employee engagement tool that helps contact centres and call centres ensure that they deliver consistent customer service with a highly engaged and trained frontline staff utilising the power of salesforce. In our latest infographic we show you 4 steps to improve your Employee Engagement program.

4 Steps to Employee Engagement in Contact Centres using Salesforce


4 Steps to Employee Engagement in Contact Centres using Salesforce

3 Steps to Consistent Customer Service Success

3 Steps to Consistent Customer Service Success

3 Steps to Consistent Customer Service Success



If you run a contact centre or you are a team leader in customer service team then you will be familiar with the challenge of ensuring that each customer is provided with the highest quality of service every time that customers interact with your service team. The customer service teams that achieve the highest NPS scores and customer satisfaction scores are able to deliver a high degree of consistent customer service. Consistency of service means that your contact centre or customer service team is providing service to customers that complies with your company’s service standards and any industry specific regulations.


The key to ensuring that your customer service team is delivering consistent service is to ensure that you have a strong quality assurance and auditing program. With some contact centres handling thousands of calls a day and millions per month the big challenge is developing a quality assurance program that serves the customer and protects your business. In this article we look at the 3 steps that you need to deliver consistently amazing customer service experiences to your customers.



Basics of Consistent Service


In order to ensure consistence of service you need to ensure that your Quality Assurance and Auditing process covers three main areas; compliance to regulations, behaviour and process, de-risk the company. Of course the starting point for ensuring that you are delivering great and consistent customer service is the training and coaching program that you have in place for agents. The quality assurance and auditing that program that you put in place is a constant check to ensure that customer service and contact centre agents are actually doing what they were trained.


A good quality assurance program will check to ensure that agents are using the correct tone of voice and complying with regulations. If you work in a highly regulated industry such as finance ensuring that agents are following procedure is essential to protect customers and the business. Companies that you do not have a strong compliance program face the risk of significant fines from regulators and reputational damage that will affect your customer loyalty.


3 Steps to Consistent Customer Service Success

1.  Sample Size


If you want to understand and monitor every interaction that your service team is having with customers then the most basic step is decide on the sample size for testing. Sample size is the key issue for many organisations. It is often the case in our experience that companies can only manage to test around 1% of all customer interactions. If the quality assurance program for your service organisation can only check 1% of customer interactions and the team handles a million calls a month then this is putting your company at risk.


Most companies will decide to choose a sample of customer cases to test for quality. The challenge is to figure out which sample size to collect. Some companies will focus on random case, cases with high touch rates or focus on a particular case type. If as a business you know that certain cases are subject to regulations then you will most likely focus on those cases.


The main challenge is to eliminate as much risk to the business as possible and ensure that all customer needs are being met. With the development of AI technology it is now possible for customer service companies to measure and analyse the vast majority of customer cases. In addition to this with AI technology you can start to look at critical errors across the organisation by analysing text and using speech analytics technology. The In-gage Salesforce app allows contact centres to use AI technology to assist them with quality audits and assessments.



3 Steps to Consistent Customer Service Success



2.  Real time Feedback


The ability to use AI technology to measure and ensure that you are delivering great customer service means that instead of quality audits being done after 3-6 months this can be done continuously. The standard quality assurance and auditing program will normally involve endless excel spreadsheets and number crunching with the results taking months to reach agents if at all. It is important that all your quality forms and checks are kept in your salesforce environment.


The most important thing is to get the information as quickly as possible to agents and team leaders. The quicker you are able to get the information across to agents then you can resolve issues faster and protect the customer and business if there any critical errors. If there is long delay in feedback being delivered then this will also have an impact on the training and development of agents. If you are able to get the relevant information to the agent quickly then they are able to self-correct. The information can also be used to update your training and development programs for existing and new agents.


3 Steps to Consistent Customer Service Success



3.  Policing or Training Tool?


The next main issue is how is the feedback then used in your service team. There are two likely approaches to feedback; training and development or policing. If your quality program is used a policing tool for agents then this can become a problem in our experience. In order to deliver great service agents need to be highly engaged. It’s important that agents don’t view there team leaders as supervisors seeking to dissect and interrogate there every move.


The most ideal use for the feedback that you receive from your quality assurance program is as tool for training and development. If you find that agents are having trouble solving a particular case type then you can include in your coaching program and update your induction training program for new agents.


It is important that all the feedback that you receive is developed into a systemised coaching program that allows for agents to learn and improve. The key to a good quality program is that it is used to improve the quality of service by helping agents to self-improve supported by continuous training programs.


The In-gage Salesforce contact centre app allows contact centres and customer service organisations to improve their service organisation and prove the ROI of service. In our app we have a quality assurance and auditing tool that allows customer service teams to carry out quality assessments inside of salesforce in real-time with the use of AI technology.



3 Steps to Consistent Customer Service Success

Improving Service Efficiency without impacting Quality

Improving Service Efficiency without impacting Quality

Improving Service Efficiency without impacting Quality

If you run a contact centre you want to ensure that it is being run as efficiently as possible without reducing the quality of the contact centre. The most pressing challenge for any customer services director is to reduce as much cost as possible. Let’s say that if you have a contact centre with 300 people and 10% or even 1% of your team isn’t performing effectively then that could end up increasing your service costs by thousands if not millions. As a Director of a contact centre you will be focused obsessively on that 1% or 10% of your contact centre that is not performing effectively. As a Customer Service Director you are focused on ensuring that all of your resources are working efficiently for the customer, employee and the business.


So while focusing on the 10% or 1% of your team that isn’t performing effectively might seem a bit extreme, small improvements will lead to a massive saving for your organisation. If you run a large service team that handles millions of calls a month then achieving a 1% saving can reduce the cost of your contact centre by thousands of dollars. While contact centres and customer service teams focus on creating efficiencies its important that this isn’t at the cost of service quality. It’s great to trim costs but if its at the expense of service quality then that will affect customer loyalty and word of mouth sales. Service efficiency needs to be focused on creating the balance between customer satisfaction and reducing the cost to serve.



Improving Service Efficiency without impacting Quality



Reduce the Cost to serve


Companies calculate the cost to serve in a variety of ways, but it usually includes headcount, desks, chairs and a range of miscellaneous costs. The main challenge for reducing cost of your service isn’t necessarily about getting rid of your equipment or buying cheaper hardware but managing your case load. If you are able to handle customer queries on a first time basis, reduce your internal hand over rate between agents and help customer self serve then you are on your way to reducing the cost of your contact centre or customer service team and maintaining your customer loyalty and advocacy.


The key is to focus on tactical service efficiency not blunt service efficiency. If customers are not getting their problems the first time they call your centre then this will increase the cost of service. Imagine that you have a million customers calling your service team and 25% of customers are having to repeat contact your team to get the issue solved. That’s a staggering 250,000 repeat calls and queries entering your system monthly. It’s not just an extra cost but the fact that a customer has to call your customer service or contact centre team repeatedly will affect customer satisfaction and customer loyalty.


In addition to this if agents are handing over cases to other agents or departments then this only increases the workload for your team. If 10% of your cases are being passed from agent to agent not only is it another case adding to the volume but also it causes undue stress for the customer. Excessive hand overs between agents increases the time spent on cases and increases the stress for customers.



Improving Service Efficiency without impacting Quality



Reducing Customer Effort


If your contact centre or customer service team is making it hard for customers to solve their problems or queries, then that will affect your customer loyalty and your customer advocacy. If you can reduce the number of touch points or hurdles that your customers go through then you can increase efficiency and maintain the quality of the customer service that you provide for customers. In our experience we have known of a customer calling a contact centre 70 times and eventually had to be contacted by the contact centre director to understand the issue.


If you want to reduce the cases coming into your service team and help customers to self-serve then you can do this through chatbots and portals for customers. This however solves the issue of the volume of cases coming into your customer service team. The next step is then to measure the internal hand off rates within your service team. When you measure the internal hand off rates you can start to see if agents need particular training on a particular cases type or if there is a problem with the process. If you find that billing cases are leading to the most internal hand-overs then you can start to design specified training courses for individual agents rather than conducting general training courses for the entire team. It is also important that all of the measuring and reporting takes place natively in your salesforce system. In our experience we have seen  that once one of our clients started measuring internal handoffs, they could see that 35% of cases were being internally handed off. They also found that some agents were able to deal with a cancellation process 85% of the time in the first instance while other agents could only manage it 20% of the time.


With the development of AI technology you can now utilise this to help make solving customer problems much easier. At In-gage we developed AI technology that sits within Salesforce that categorises customer cases and ensures that it is directed to the right person and team, reducing the customer effort and eliminating the need for internal handoffs.



Improving Service Efficiency without impacting Quality



The Vexed issue: Average Handling Time


Then there is the vexed issue of putting in place the right service efficiency metrics for your service team. This takes us to the issue of the most common metric used for efficiency:  Average handling time (AHT). It is thought that by reducing average handling time you can reduce the cost. It’s an important metric but can negatively impact the quality of the service that you provide for your customers. The problem with average handling time is that it drives agents to fix problems within a fixed time frame, which can lead to agents cherry picking cases or handing cases over to other agents.


All of the data in the real time can help speed up the process and help the training in the contact centre. Return on investment through the efficiency’s improvement. As a service team director you can put efficiency alongside customer loyalty if all of your data sits within your CRM in particular Salesforce.


At In-gage we developed our Salesforce Contact centre app with the aim of allowing contact centres and customer service organisations to monitor their first contact resolution, measure agent handovers and overall service efficiency. Our Salesforce app also allows service organisations to measure how many customers are repeat contacting and re-opening support cases. With the AI technology in our  salesforce app we can help increase customer satisfaction by routing cases to the appropriate agent and team and ensuring cases are solved speedily and effectively.



Improving Service Efficiency without impacting Quality


The 4 Key Metrics of Customer Service

The 4 Key Metrics of Customer Service

The 4 Key Metrics of Customer Service


One of the challenges that customer service directors and contact centre managers have is putting the right systems in place to ensure that customer needs are met in a quick and efficient manner. The desire to create an efficient service operation naturally leads to the issue of KPI’s. For many service professionals KPI’s are often a vexed issue as sometimes the desire to meet certain numbers can also drive the wrong behaviours. Often the original meaning for the KPI’s gets lost or is simply not communicated to employees. So it’s important that you have the right KPI’s in place to drive the right behaviours.

When deciding the right KPI’s for your contact centre it’s important that you consider the customer, employee and business. The metrics that you have in your organisation needs to be geared towards all three, if one metric is weighted towards another there leads to an imbalance. As an example if you chose Average Handling Time (AHT) as a metric it might benefit the business, but it might impact negatively employee behaviour which would affect your customer delivery. However if you train your employees well then Average Handling Time can be a good metric for your contact centre. The key is the meaning behind KPI’s that you put in place for your contact centre.  Let’s look at the 4 key metrics that will help positively the employee, the business and the customer.


The 4 Key Metrics of Customer Service


The Customer Feedback metric

The most important metric for your contact centre and the broader business is customer feedback. From the business perspective you want to know if your customers are going to stay or leave and if they will recommend your business to their friends and colleagues. If you are the customer you want the right or incorrect processes improved so that you get the best experience. From the perspective of the employee you want processes that will help deliver good service to customers.

In the industry today there is a lot of customer feedback metrics such as customer satisfaction score, NPS and customer effort score to name a few. For us at In-gage the main thing that you want to focus on is will the customer stay and will they recommend the business. If you can track these things and link it into the internal CRM system then you can start to measure the ROI of service. In our experience we have seen companies increasing their NPS scores by 22%, 30% reduction in customer churn and making £500k in additional profits in six months.

The  Service Efficiency Metric

The next thing is service efficiency. The main thing is to measure  service efficiency at a macro level rather than at an individual level to avoid bad behaviours. The most common story is the service agent that passes of customers to other agents to improve their average handling time. As a service organisation you want to give your employees the tools that they need to provide the best experience for customers.

As a contact centre the main focus needs to be on first contact resolution. The main thing for a contact centre efficiency is ensuring that all customer queries are completed in the first instance. If your contact centre is in a situation where 25% of customers are repeat contacting the service to solve a problem then this becomes costly for the business. In addition to this you want to ensure that your internal systems are ensuring that internal handoffs are being reduced so that customers don’t have to deal with unnecessary delays.


The 4 Key Metrics of Customer Service


Quality, Consistency and Compliance

The next key metric for the effective running of a contact centre or customer service organisation is quality, consistency and compliance.  If you’re a customer you want to ensure that you get the same experience each time they come into contact with the service team. As a customer in addition to great service you want to ensure that processes are in place to protect and safeguard sensitive information.

From a business perspective you want to ensure that all members of the team are following the same promise that delivers a great experience and that ensures that all compliance rules are being followed. The last thing that you want as a business is to suffer heavy fines because your contact centre team didn’t follow the correct rules. If contact centre agents aren’t following processes, then you want to ensure that they are being trained and corrected when mistakes are being made as a central part of your quality assurance program.



The 4 Key Metrics of Customer Service



Employee Engagement

The final metric that we believe to be important is employee engagement. How engaged is the team that is interacting with customers? We have found that engaged employees provide better service and help deliver increased customer satisfaction. As a business you want to ensure that employees are being managed properly and that employees have a voice in the business.

Are employees responding to their managers? Are they developing and being coached effectively? These are key areas that need to be measured in order to create engaged teams.  If you want agents working there best for customers they need to supported by their managers and they need to be provided with relevant training. In our experience we have found that teams that are managed well tend to perform better than others. Also if agents are not being coached or trained then this can lead to increased levels of dis-engagement and frustration.

The main thing is to ensure that employees have a voice in the business and have an avenue to speak up about issues in the business. Once employees are engaged in the business you will be able to increase employee retention and this will lead to better quality and consistency.


All together in real time

It’s one thing to have metrics, but it needs to be a part of a real time loop. Often the 4 key metrics are often done at different points in time, sometimes once a year or 2 times a year. The closer that you can get to live feedback will help you to drive change in the business and lead to increased profits for the business. The importance is to get the speed of evolution increased by measuring all 4 metrics in real time. It is important that all of this occurs in real time. 

This is one of the reasons that we developed our native salesforce contact centre app to allow companies to measure all of these 4 key metrics of customer service in real time. The In-gage app allows you to measure in salesforce customer feedback, first contact resolution, quality and team engagement. Utilising AI technology we are able to provide AI assisted customer feedback that helps to make the task of measuring and analysing customer loyalty and NPS much easier and gives companies the ability to link these to business metrics such as word of mouth sales and customer loyalty. With the assistance of artificial intelligence we also provide AI assisted case categorisation and language detection that ensures that the right cases are routed to the most appropriate customer service agent.

Our salesforce contact centre app also takes away the messy excel sheets and allows you to conduct your quality audits inside of salesforce ensuring that you are able to maintain your quality assurance program in real time. As a company that has been working in the area of customer service for over 20 years our app allows service teams to prove the business value of service. Instead of service being a ‘necessary cost’ we are able to prove that customer service is an ‘investment’ that pays off. 


The 4 Key Metrics of Customer Service

Salesforce Customer Feedback, Salesforce Surveys

Intelligent Customer Feedback

Intelligent Customer Feedback

The challenge for any company is to retain and increase customers with the resulting effect being increased profits and market share. Conventional wisdom is that the key for any business growth is the purview of sales and marketing but often forgotten in the conversation is the importance of customer feedback. Customer feedback is often relegated as a term solely used by the customer service team. For many businesses customer feedback is often an under-utilised tool that can be used to improve your product or service and develop new service and product streams. Leading marketer Barnaby Wynter revealed new research that showed that 85% of customers perceived the value of a product based on service quality and ease of doing business, so ensuring that your customer service operation is performing optimally is a key parameter for success in todays changing business environment. 

In many instances approaches to customer feedback are dependent on the maturity of the business. It is often the case that if you are an established company, you will probably have some form of a survey tool that allows you collect and measure customer feedback. In the case of being a relatively new business or a fresh start up with one or a couple of customers, chances are you don’t rely on a feedback tool and speak directly to customers. But as you grow you will more than likely need to purchase your first survey tool and start thinking about measuring customer feedback. The challenge is ensuring that as a new business you are following best practices in customer feedback. In the instance that you are an established business with existing customer feedback systems you want to ensure that you are improving your systems and making the most from your customer feedback. If you get customer feedback right, it can become the hidden gem to improving customer loyalty and increasing profits for the business through word of mouth sales.

Intelligent Customer Feedback

How do you measure?

The most basic challenge is gathering feedback from your customers. In most of the cases you are going to be using a survey. For most companies they will search for the best survey tool on the market that is suitable for their business. In many instances the choice of a survey tool is based on price and based on an assessment of your internal systems. Many companies get bogged down in just finding a survey tool that they sometimes lose sight of what exactly they trying to achieve with the survey tool.

If you are following the industry standard, then you will probably be looking at either following CSAT or NPS. There are merits for following both systems but in our experience there are certain things that companies need to bear in mind when setting up customer surveys. There are always a range of questions that you can choose to ask your customers but we find that there are two questions that you need to ask customers.  The two questions that you need to measure are; will your customers stay with you and are they promoting your business. The third question that you need to ask is why? In our experience working with companies such as  Cigna, WorldRemit, Paysafe, Gohenry that these questions are the key ones to ask customers. We also found that asking too many questions can turn people off from filling out your surveys, so we have found that having 3 questions is a good barometer. While you may want to ask your customers about different aspects of their customer experience, its important to focus on getting a high response rate. A large sample size ensures that you are able to get a fair picture of how your customers are responding to your business. As a general rule don’t ask questions that you already know in your CRM system.

The next thing to think about in conducting customer surveys is ensuring that  it is linked with your CRM system. Many surveys can be integrated with your CRM, but it is key to ensure that any survey tool lives inside your CRM system so that you connect the results with key business metrics. If your survey tool lives within your CRM system you can start to connect customer satisfaction to business metrics such as word of mouth sales. Then there is the issue of how to collect and analyse the free text feedback that you receive from your customers. In a small company you can probably get an employee to read all the free text but in a bigger organisation it starts to get more complicated. It is at this point that you need to start investing in the latest latest generation of survey tools that use artificial intelligence to automatically categorise customer feedback and distributes the results them to the team.

Intelligent Customer Feedback

Making the voice of the customer part of the team

Now that you have collected your customer feedback and you have a basic understanding of what your customers are saying about your business, the next step is to do something with that information. This is where the distribution of information to members of your team is important. The mistake that many companies make is that they gather customer feedback but either keep that feedback to one person, or department or they take ages getting that feedback to the members of the team. In some instances we have seen cases where customer feedback is only distributed after 6 months to a year! That’s way too long if you’re a business that is seeking to make moves in the marketplace.

Companies need to ensure that customer feedback is relayed to the entire team and not just relayed to one team or one person in the business. It is important that the voice of the customer is heard in all areas of the business. The voice of the customer needs to be in the company. Think of the voice of the customer as your new team member. Therefore it’s important that you don’t wait 6 months to a year to get customer feedback. Companies that are able to deliver real time customer feedback and distribute it to the entire business will be quicker to react to the ever-changing business environment. In an ideal scenario, once a survey is completed everybody needs to be notified. In fact it was the need to create this ideal scenario that led to us developing the In-gage Salesforce contact centre app. In our all customer feedback can be distributed in real time to all members of the team and even connected to other business metrics in your salesforce system.

Improvement – 25% increase in NPS

The main benefit that you get when you have real time customer feedback relayed to the team is that it will lead to instant improvement. When employees are able to see what customers are saying both positive and negative that leads to a big change of behaviour in the business.

If customers are complaining about a particular issue then you can start to rectify those issues immediately. The reverse is also true, if customers are happy about the service they have received and this is relayed to the team this will lead to a massive increase in staff morale. As a business you want to be able to respond to customer needs and at the same time boost employee engagement.

It is also important that customer feedback is linked to your coaching and training programs. If you are aware of the main concerns of your customers you can train and coach your customer service teams in the adequately. The power of realtime feedback is so immense that it will lead to change even without a coaching program in place! The ability of team members to see actual feedback from customers will prompt change. People will self improve in response to the visibility itself. One of our clients World Remit saw a 25% increase in their net promoter score (NPS) after they installed our app in salesforce and started to receive real time customer feedback. 

Impact – £500k in additional profit

If you can make the customer, the central plank of all decision making processes in real time it starts to have a massive impact on your organisation’s bottom line. In our experience we have seen service organisations become epicentres of growth in their businesses because they understand the pulse of the customer.  The reason is simple, when you are able to change the behaviour of your team this will have a direct impact on the customer. The frontline service team often has the most interactions with customers, in many instances more than your sales or marketing department.

In our experience we have seen companies experience 20% improvement in customer loyalty as a result of real time customer feedback and the behaviour change that comes as a result. Just imagine that an extra 20% of your customer base is now repeat purchasing after touching the service team, this is worth millions in revenue for your company. One of our customers GoHenry was able to make £500k in additional profit because of loyalty and word of mouth sales after installing our app.

Intelligent Customer Feedback

Bringing it all together: Speed of Evolution

The next thing to consider when thinking about customer feedback is the speed of evolution. The speed with which you are able to do measure, analyse, improve and impact the organisation will determine how fast you change your organisation. For many companies self improvement projects can take months and if you’re a big corporation it can take years before you start to see an impact.

In our experience the best time frame is to get this down to 3 – 6 months. If you can get within this time frame then your service team is on the way to being a hub for the business. So instead of your service team being cost it can start to be a key driving force of profit in the business. 

At In-gage we created our Salesforce contact centre app with the purpose of proving the value of service. We wanted to show that customer service is an asset to businesses not just a cost centre by allowing our customers to show the ROI of customer service. But we also wanted to give customer service and contact centre teams the actionable insights that they need to improve their service operation. Our salesforce contact centre app measures customer feedback in salesforce, improves and increases the speed of evolution all within your salesforce environment to allow your customer service team to rapidly respond to customer feedback and increase sales for your business. 

Intelligent Customer Feedback

10 and ½Tips for Making the Most of Salesforce World Tour 2019

10 and ½Tips for Making the Most of Salesforce World Tour 2019

So, Salesforce World Tour London taking place on the 23rd of May is just around the corner and naturally, I’ve been discussing meeting up with my network, arranging dinners – when I realised that many haven’t attended before! With this in mind, I thought I’d share my experience at this fab event with 10 and ½ (the all-important ½…)tips on how to make the most of your time on the day.



10 and ½Tips for Making the Most of Salesforce World Tour 2019


  1. Get clued up and be prepared


Before attending World Tour I would recommend having a rough strategy for what you want out of the event. Once you have the agenda in your hand, focus on what you’ll get the most value out of and what fits with your business goals for the year. There is a lot of content on the day, don’t get caught up in the wonder of the event and end up in a marketing session when you’re in Sales!


Top Tip: there is a Salesforce World Tour App you can download to get all the info you need!


  1. Attend the Keynote


Simon’s keynote last year was a once again a great start to the day and really gets you wrapped up in the Salesforce ‘Ohana’ mentality. There’s always a live demo of a Salesforce user case in the keynote. Last year Adidas exhibited how they revolutionised their Customer Service with Salesforce; not only inspiring but also a great showcase of what you can achieve with Salesforce. This year’s keynote is a definite must for me!


  1. Wear comfy shoes


As much as you might want to dress to impress, the Excel is a large space and you’ll be on your feet a lot of the time. So my advice would be, don’t go overboard with brand new brogues or heels. Your feet will thank you as you’re running from presentation to presentation!


  1. Get on the Customer Success Floor!


If you are a Salesforce user or interested in the CRM platform, you need to visit the Customer Success Expo Floor. This is where you can see Service Implementers and AppExchange Partners show off how they make Salesforce truly valuable to your business. There is something for every business goal on the Expo floor, seek and ye shall find!


  1. Breakout sessions


The breakout sessions are a gold-mine for those looking to learn more about real-world uses of Salesforce. From customers sharing stories to specific partners showing off products you would love to implement – there is something for everyone from every industry!


  1. Chat your chin off


You are at the largest Salesforce event in the UK & Ireland. That means that almost everyone around you is either using Salesforce, considering buying it or works in the ecosystem. This is your opportunity to share and gain a wealth of Salesforce knowledge. The Salesforce market is vast and having like-minded connections in this area is invaluable!

It’s also a great opportunity to meet up with your network, so share your attendance on your business social media! (LinkedIn, Twitter, etc.)


  1. Give Trailhead a go!


There is always a large area of forest-y goodness which is the Trailhead area. Why not get stuck into a learning session and come away smarter than before? You have the chance to win prizes and more importantly, gain some badges!


  1. Get your freebies


Every conference has businesses giving away awesome freebies for a conversation or scanned badge. World Tour is no different so get in there early and make the most of the free pens and goodies, but be aware not to be a goodie troll… no one likes a goodie troll.


  1. Don’t drink too much coffee!


World Tour London can be a long day and a longer evening, try not to drink too much coffee or you’ll be flagging by the evening when it’s time to let your hair down!


  1. After parties & networking drinks


After a long day of learning its only right that you relax, Salesforce and the Partner Ecosystem have got you covered. Start off your night with networking drinks from Partners such as Natterbox and BrightGen, then move to the after parties from sponsors such as Conga and MakePostive, which usually take place in Leicester Square or on a boat on the River Thames! Just remember who you meet and don’t lose any business cards!


And finally the ½…


Meet Me!

I’ll be at the Salesforce World Tour meeting Service leaders to discuss how our app helps businesses to not only improve customer loyalty and advocacy but also how to prove the financial impact of your Salesforce investments. If you would like to meet me for a coffee and a chat, feel free to send me an email here.


I hope you’ve found this informative! If I’ve missed anything or you have any questions, please get in touch!


Charlie Norton

Sales and Alliances


10 and ½Tips for Making the Most of Salesforce World Tour 2019

The Impact point: It’s where your business wins or loses

The Impact point: It’s where your business wins or loses

The Impact point: It’s where your business wins or loses


Customer service is an important part of any business, but often you can get lost in NPS scores, quality scores, metrics and reporting. In order to make it simple we have put together 5 areas that we believe companies should be focusing their attention on in order to ensure that they are delivering consistent high quality customer service that is meeting the needs of the business and the customer.  We call them “impact points” because these aspects of your service organisation directly interact with your customers. If your service organisation is focused on improving in these 5 areas then you are becoming a high performing and profitable service organisation.



1 – Your frontline service team is where value is created or lost for your organisation.


Those thousands of conversations, though, can prove to be a brand and marketing nightmare. But it should, and can, be a dream scenario – because those customers are calling, tweeting and emailing you. It means, at that critical impact point, you have complete customer engagement. And you can use that to build a bright future for your business if you take these simple but very effective steps to harnessing the impact point to maximum advantage. If your customer service team is able to able to provide consistent quality to customers they can be a far greater weapon than your sales and marketing team. 


 2 – Brand evangelists


If you can ensure that every person in your service centre is completely aligned to the vision and values of the company and is, in short, a brand evangelist. A team of brand evangelists can ensure their conversations add value to the customer and company.


3 – Smart conversations


Many companies create scripts for their service centre staff as part of their quality assurance program. But scripts cannot deal with the wide range of emotions, personalities and needs those staff are faced with day in, day out.. A ‘smart conversation framework’ is the best way forward, using a conversation design that allows the team to keep track of conversations and know where to listen, clarify, execute and confirm satisfaction.


The best way to build trust is through promises – promises that are kept. The way the conversation is handled is ‘the emotional currency’ which has the opportunity to build loyalty and bring about remarkable results.


4 – Measuring the impact


It is critical that the business has effective measures to fully understand the current experience and to find out what and who needs to improve. It is important that you measure all customer interactions as part of your quality assurance program in your salesforce system. It is important that call centres invest in a salesforce quality assurance solution. You can search for a quality assurance tool on the Salesforce Appexchange. 


And by better understanding the customer’s perception of this interaction and whether they will stay with the brand or even become an advocate, we can equate the value/ profit that is being created – or lost.


These measures need to be at the individual agent level. After all it is the actions of each person that will realise the value for the brand. One person acting poorly can affect thousands of customers each year.


5 – Creating value


By linking the frontline agents to the quality of the conversation and the customers’ propensity to stay with the brand and become an advocate, we can see the real value driven to the bottom line.


In the award winning case studies we have worked on, we generally see service teams able to reduce customer churn by up to 30%, see significant improvements in word-of-mouth sales – improvements that are generally worth millions in profits when they implement these tips into their salesforce system.


Now that has to be a dream scenario for any organisation!


The Impact point: It’s where your business wins or loses

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