By: Mark Patterson, CEO, Fíonta
Many nonprofit organizations rely on contact centers to support mission-critical activities like donor outreach, helplines and crisis centers, voter registration, among other important services.
Many technology solutions exist for organizations looking to satisfy their call center needs internally, while outsourcing is an option for organizations that choose to use an outside or external party. Note that we use the terms “contact” and “call” center through this blog post–the major differentiator is that contact centers typically offer omni-channel support through telephone, email, chat, SMS, and potentially other communication methods, while call centers are usually just telephonic.
Salesforce Service Cloud was recently named a leader in customer service by Gartner and offers an excellent option for organizations implementing contact centers. Here are five reasons why…
1. Service Cloud Supports a Wide Variety of Contact Center Needs
Service Cloud is built to support contact centers through omni-channel,
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