8 Benefits of Salesforce Workbench to Create the Contact Center of the Future

8 Benefits of Salesforce Workbench to Create the Contact Center of the Future

Customer service agents often struggle with having the right information when needed and knowing where and how to access the right information, leading to a disjointed customer experience and frustration for your staff. Salesforce’s State of Service, 5th Edition reports that 85% of decision-makers agree there is a direct link between employee experience and customer experience, so providing support to those who handle customer service is more important than ever.

If you are building a successful contact center of the future, you’ll want to consider Salesforce’s Workbench, which brings important information together into a single location, pushing the information to your agents contextually when and where they need it. It also centralizes the applications your agents need and use daily, providing AI-driven tools to get a successful resolution to your customer's queries faster.

“Customers can get frustrated quickly with inefficient processes. Can you think of a recent experience where you provided information only to be asked over and over? Customers expect that if they give information once it’s used across multiple systems,” says Stephen Hurst, Solutions Engineer with OSF Digital.

8 Benefits of Salesforce Workbench to Create the Contact Center of the Future image

(Salesforce’s State of Service, 5th Edition Report)

This tool's powerful omnichannel capabilities to the agent’s fingertips will distinguish your customer service from competitors. From within the control panel, agents can choose to support any channel individually or all channels while handling cases from Webchat, Email, and WhatsApp in the same way, with the same support tools. Onboarding and training for your staff has never been easier. And Service Cloud Voice can now manage your voice channels similarly.

With this channel strategy, your contact center supervisors are now in a single place to see and manage all customer issues and their agents. The omnichannel supervisor provides instant access to real-time information regarding agents, queues, and ongoing tasks seamlessly presented in the dashboard. This includes real-time insights into handle time, waiting times, open tasks, and other relevant metrics.

8 Benefits of Salesforce Workbench to Improve Your Call Center

1-Data Management: Salesforce Workbench provides powerful tools for data manipulation and management, allowing call center agents to easily query, insert, update, and delete records in Salesforce. This capability ensures that agents can access accurate and up-to-date customer information during calls, leading to more informed interactions and improved customer service.

2-Bulk Data Operations: Call centers often deal with large volumes of data, such as customer records, leads, and cases. Salesforce Workbench enables agents to perform bulk data operations, such as mass updates or deletions, which can streamline repetitive tasks and save time. This efficiency allows agents to focus more on engaging with customers and addressing their needs.

3-API Integration: Salesforce Workbench offers robust API integration capabilities, allowing call centers to seamlessly connect Salesforce with other systems and applications used in their operations. This integration enables agents to access data from multiple sources within the Salesforce interface, providing a unified view of customer information and improving overall productivity.

4-Customization and Automation: Salesforce Workbench allows call centers to customize and automate their workflows to suit their specific requirements. This flexibility enables organizations to tailor the platform to their unique business processes, enhancing efficiency and effectiveness. Additionally, automation features can help streamline routine tasks, such as lead assignment or follow-up activities, enabling agents to focus on high-value activities and deliver exceptional customer experiences.

5-Data Visualization: Salesforce Workbench offers data visualization capabilities through its SOQL Query Editor and REST Explorer. Call center managers can use these features to create custom reports and dashboards, providing insights into key performance metrics such as call volume, resolution times, and customer satisfaction scores. This visibility enables managers to identify trends, track progress, and make data-driven decisions to optimize call center operations.

6-Security and Compliance: Salesforce Workbench adheres to Salesforce's robust security standards and compliance certifications, ensuring the confidentiality, integrity, and availability of customer data. Call centers can leverage user authentication, role-based access control, and field-level security to protect sensitive information and comply with regulatory requirements such as GDPR or HIPAA. This peace of mind is essential for maintaining customer trust and mitigating data breaches or non-compliance risks.

7-Developer Tools: Salesforce Workbench provides advanced developer tools and utilities for building and customizing Salesforce applications. Call centers with in-house development teams can use these tools to extend the functionality of Salesforce Workbench, integrate with third-party systems, or create custom solutions tailored to their specific needs. This flexibility enables organizations to adapt quickly to changing business requirements and stay ahead of the competition in the rapidly evolving call center industry.

8-Community Support: Salesforce Workbench benefits from a vibrant online community of developers, administrators, and users who share best practices, tips, and troubleshooting advice. Call center administrators and agents can leverage this community support to overcome challenges, learn new skills, and stay informed about the latest updates and enhancements to the platform. Whether through official documentation, forums, or user groups, the community can be a valuable resource for maximizing the value of Salesforce Workbench for call center operations.

Drive Business Growth with Advanced Technology

Leveraging Salesforce Workbench empowers contact centers to transition into the Contact Center of the Future, equipped with advanced capabilities to enhance customer experiences, streamline operations, and drive business growth. Contact centers can ensure seamless interactions, informed decision-making, and optimized performance by harnessing the power of data management, bulk operations, API integration, customization, and automation.

Additionally, features such as data visualization, security, developer tools, and community support further enable contact centers to adapt, innovate, and stay ahead in the competitive landscape. Embracing Salesforce Workbench as a cornerstone technology equips contact centers with the tools they need to thrive in an ever-evolving digital world, setting the stage for unparalleled success and delivering exceptional value to customers, agents, and stakeholders.

Contact a consultant at OSF Digital to learn how to deliver personalized digital services.

Stephen Hurst

Author: Stephen Hurst

Stephen Hurst brings 28 years of expertise to the Customer Experience & CRM industry, covering everything from handling phone calls to developing AI support chatbots. Currently serving as a Solution Engineer at OSF Digital, he focuses on understanding customer challenges and requirements, translating them into practical solutions to improve customer engagement.