Category: Service Cloud

Predicting the Future is Hard, Try Anticipating it Instead

Predicting the Future is Hard, Try Anticipating it Instead

With the advent of Big Data and faster and better data processing capabilities we are seeing a surge in predictive intelligence solutions; everyone is trying to predict the future to their advantage. The question though is, are they? Can the future be predicted? The main issue I have with predictive... Read More»

Sensors, Sensors, Everywhere Nor Anything to Measure

Sensors, Sensors, Everywhere Nor Anything to Measure

With my apologies to The Rime of The Ancient Mariner, I want to draw your attention the latest and greatest concept to hit Enterprise Software: the Internet of Things and the myriad sensors that come with it. The concept is not novel, the original idea behind the Internet was to... Read More»

3 Ways Salesforce is Transforming Service

3 Ways Salesforce is Transforming Service

Customers have more choices than ever before, which means companies can lose a customer with a click of a mouse. In order to differentiate from competitors, Flexera Software wanted to focus on the customer experience. Like many companies experiencing growth, Flexera acquired several customer service tools for different departments and... Read More»

Using the Internet of Things to Deliver Effortless Customer Service [Webinar]

Using the Internet of Things to Deliver Effortless Customer Service [Webinar]

Chances are, you’ve heard about the Internet of Things, one of the hottest technology buzzwords. If you haven’t, the simple definition is that the Internet of Things takes physical objects, connects them to the Internet, and allows them to be read and controlled remotely. So companies will have more and... Read More»

Are Universal Agents the Secret to Great Customer Service?

Are Universal Agents the Secret to Great Customer Service?

There is a certain attraction to universal agents for contact centers: we dream of the agent who can do it all. In theory, if a contact center could be staffed with universal agents, all contacts could be managed through a single queue regardless of contact channel. Let's look at the... Read More»

Choosing the Right Foundation For Your Online Community: A New Salesforce E-Book

Choosing the Right Foundation For Your Online Community: A New Salesforce E-Book

There’s an overwhelming amount of material about the importance of online communities for your business, as well as how to start building the community itself. But what about information on developing the strategy and roles that you want your community to play, both as an individual entity and within the... Read More»

"10 Ways Community Cloud Transforms Business": A New Salesforce E-Book

"10 Ways Community Cloud Transforms Business": A New Salesforce E-Book

In business today, constant communication is not only the norm, but expected; customers, employees and partners are more connected than ever before. This connectivity is an important tool for your business to leverage, but how do you centralize all of these individuals into one community to benefit your business? What... Read More»

App Mavericks: Who Wouldn't Want a Salesforce Butler?

App Mavericks: Who Wouldn't Want a Salesforce Butler?

App Mavericks is a new video series from the AppExchange, intended to introduce Salesforce customers to cool new apps through the eyes of Salesforce super-users and MVPs. Subscribe to the AppExchange YouTube Channel to see new App Mavericks videos as they’re released, and check out some of our recent blog... Read More»

A Simple Checklist for Creating a Customer Engagement Center

A Simple Checklist for Creating a Customer Engagement Center

Customer service has never been more important to the success or failure of a business. Where customer service used to be a cursory addition to a product or service, it has evolved into the series of customer interactions that can ultimately make or break a company. The modern customer service... Read More»

Why Role Playing Doesn't Work for Customer Service Training

Why Role Playing Doesn't Work for Customer Service Training

Here are two things you can count on when scheduling customer service training. Employees will be worried that the training includes role-playing. Managers will be worried that the training doesn’t include role-playing. Employees don’t like role-playing because it feels awkward and uncomfortable. Managers like role-playing because it provides hands-on practice.... Read More»