Mar 21, 2017 By John Hernandez

How to Build a Lean, Mean, Competitive Outsourcing Machine

The golden age of support contracts is over – XaaS means your customers want shared risk, agility and variable cost models, which makes outsourcing essential. It’s the wee hours of the morning in a large supermarket. The doors are closed, the shoppers gone, and a team of engineers is undertaking... Read More

Customer Service, Service Cloud

Feb 21, 2017 By John Hernandez

Artificial Intelligence Brings Disruptive Innovation to Customer Service

Customer service is typically thought of as being reactive — the customer picks up the phone, or fills out a form on the website, or sends a tweet, and the support agent reacts to that inquiry. But thriving in the customer service landscape of tomorrow relies on being proactive with customer... Read More

Customer Service, Partners, Service Cloud, Artificial Intelligence

Jan 23, 2017 By John Hernandez

The Ground is Shifting Beneath Contact Centers

As cloud technology continues to disrupt businesses of all sizes and industries worldwide, the contact center communications market remains a bit behind. This is a typical trend that has been historically seen in this space. Of the 14.5 million call centers around the world, over 90 percent are... Read More

Customer Service, Partners, Service Cloud

Sep 20, 2016 By John Hernandez

What Leaders Need to Understand About Customer Service in the Age of Mobile

As COO of Service Cloud, I have the distinct pleasure of leading an incredibly innovative team that’s been recognized as a leader in Gartner’s Customer Engagement Center Magic Quadrant for eight years running. But if my 20-year career in Silicon Valley has taught me anything, it’s that to continue... Read More

Customer Service, Mobile, Service Cloud