Since service is the front line of every customer engagement, modernizing the Call Center is more strategic than ever. Agents and Call Center leaders are expecting more out of standard channels such as Voice and Email and looking to expand into digital channels such as Messaging, Chat, and Bots. What should agencies consider when adopting automation to handle routine inquiries and enabling Agents to handle more complex cases?

Salesforce's Andy Cather, Service Cloud Distinguished Solution Engineer for Global Public Sector, covered how Salesforce Service Cloud helps governments modernize Call Centers and provide customer's with no wrong door to service their needs. There was a presentation, and a demonstration, followed by Q&A.

Watch the on-demand here.