CALA Homes' CTI empower agents to provide personalised customer experiences

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Presented by

Allan Walker, CALA Homes | Marcelle Braithwaite, CloudShift | Ellie Barnett, Natterbox

About this talk

Learn how CALA Homes is leveraging the Salesforce Platform and AppExchange to digitally transform to offer a best in class customer experience. This session will take a deep dive into how CALA selected a CTI provider and led the change management process to take their agents from being on the ‘back foot’ to offering a more meaningful experience. Take-aways from this session: - Leveraging the AppExchange allows customers to quickly ‘plug and play’. - You need to take Employees on the journey for change and articulate the ‘WIFM’. - Choosing the right partner both Systems Integrators and Appexchange Partner for both technical and culture is key.
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