Presented by
Allan Walker, CALA Homes | Marcelle Braithwaite, CloudShift | Ellie Barnett, Natterbox
CALA Homes' CTI empower agents to provide personalised customer experiences
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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