Feb 04, 2016 By Thomas DePew

Lightning Quick: Getting Your Agents Productive — Fast

“We want to have our agents sell all our products.” We were speaking with the business team at a customer recently, and they were looking to transform their business and have their team sell all their services rather than just a few. Naturally we asked, “How are you going to make sure they become... Read More

Customer Service, Service Cloud, Lightning

May 04, 2015 By Thomas DePew

Socially Awkward: Social Customer Service in the Trenches

Social Customer Service is a capability that companies realize needs to be part of their customer service strategy. In the press there are stories of great service delivered through social channels, as well as horror stories of companies that have made serious mistakes in those channels. This... Read More

Customer Service, Service, Service Cloud, Social, Social Media

Feb 06, 2015 By Thomas DePew

Clearing the Fog in Cloud Computing

With the success of Cloud Computing as an accepted approach to solving enterprise-level business problems, many cloud computing solutions have arisen. Cloud computing solutions often seem to take different approaches to the cloud, and as a result, leave buyers confused. In this article, I'll... Read More

Cloud, Featured, Service Cloud

Dec 15, 2014 By Thomas DePew

Measuring Service Success: Attach Rates Raise Profits

Many of us have had the experience of buying a car from a dealer, but then going anywhere but the dealer for additional services and add-ons. Oil change? Take it to Kwik-Kar. Major repairs? Take it to your local mechanic. While dealerships do a pretty good job of selling extended warranties (e.g.... Read More

Customer Service, Service Cloud

Sep 15, 2014 By Thomas DePew

4 Steps to a Field Service Process That Will Save You Money

Everyone has a story about their experience with poor field service. Whether it's waiting for hours for the cable guy who shows up at the last minute (or not at all), or the electric guy who assesses your issue but doesn't have the materials to solve it on the spot, field service hardly... Read More

Featured, Customer Service

Sep 04, 2014 By Thomas DePew

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

Customer Service, Service Cloud