Improve the customer service agent experience

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Session Code: LAB0538

Presenter(s): Ryan, Michael

Company(s): ServiceNow, ServiceNow

Abstract:

The bar for great customer service continuously rises. Customers expect personalized interactions delivered quickly and efficiently, yet many Customer Service organizations are hamstrung by legacy tools that do little more than log a ticket and capture basic contact information. Leading organizations recognize that the best customer service is no customer service; leveraging web-based portals to deflect.  But there remain issues that require human interaction and you must delight every customer who interacts with your team. Enter Customer Service Management (CSM) by ServiceNow. It starts with CSM’s Advanced Work Assignment, which routes customer cases to the person or team best suited to handle it – whether by skills, language, availability, or any other criteria that you define. Once assigned, CSM’s Agent Workspace puts critical information at agents' fingertips and allows them to multi-task across multiple customer cases. Join us in this lab to learn how you can up-level your agent experience while delighting your customers with each interaction.

To maximize your experience, please bring the following items to this lab:

1. Your laptop (Mac or PC) with the Chrome and/or Firefox browser installed
2. A GitHub username to access the online lab guide
3. Optional:  A tablet, where you can display the lab guide while you use your laptop to perform the lab exercises

URL: https://developer.servicenow.com/app.do#!/event/knowledge19/LAB0538