Partnered Event: Dallas/Fort Worth 07/26

Salesforce - Trailblazers for the Future

As the 4th Industrial Revolution ushers in a new era of customer service innovations, the role of your customer service workforce needs to evolve as well. The customer's issue is not the issue. How the issue is handled becomes the issue. It is important that agents can communicate beyond phone and email, and within new customer driven channels like text, online chat, social media, or in combination with bots, IoT data, and other AI platforms.

Join us for a complimentary half day session on the agent training gap, where Salesforce thought leaders will lead the discussion around how to prepare your agents with the soft skills needed to embrace new customer service channels like bots and social media to create lasting customer relationships and organic brand loyalty.

Featuring customer service training expert Myra Golden and Loren Lacey, Customer Care Strategy Leader, Intuit, this hands-on workshop will connect contact center managers to network and share best practices. Participants will leave with the foundational learning to prepare and train Trailblazers in customer service who will deliver exceptional customer experiences across any channel, creating lasting and profitable relationships with your brand.


1:00pm The Fourth Industrial Revolution and Best Practice to Bridge your Agent Training Gap
1:45pm Connecting with and De-Escalating Customers over Digital Channels
2:15pm Break
2:25pm Scenario Training
2:45pm Creating Your Dream Contact Center Workforce
3:20pm Getting Started and Staying Connected
4:00pm Fireside Chat Followed by Volunteer Activity and Networking Happy Hour

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Date: Thu, Jul 26th 2018
Time: 1:00PM–5:00PM (local)
5601 Headquarters Drive
Plano, TX 75024
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