Written by Michael De La Vega, Sr. Director, CX Strategy and Service Transformation at PolSource The following is a true story. The names have been changed to protect the innocent. Actually, this happened to me, I’ve just always wanted to write that. For months, I have been trying to buy my favorite sanitizing spray. It’s…
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Written by Fiona Steele and Rebecca Davis, Salesforce Consultants (EMEA) at PolSource The majority of us at PolSource in the US & UK are used to working remotely, but we do miss visiting our customers. We know, in turn, that our customers are starting to miss the office. Work from home has limitations – whether…
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Written by Michael De La Vega, Sr. Director, CX Strategy and Service Transformation at PolSource The pandemic interrupted and changed the way we live, connect and work. Companies large and small rushed to rethink and activate business continuity and customer engagement plans. As the pandemic takes hold, some companies are quickly realizing that their tactics…
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Configure, Price, Quote (CPQ) investments are gaining momentum, with Gartner predicting a yearly growth rate of above 20% well into the 2020s. A well-executed CPQ implementation is seen as a key source of commercial advantage, particularly since a 2019 study by Capstone Insights found that two thirds of your competitors are likely stuck with multiple…
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Written by Dave McCall, Service Cloud Director at PolSource My name is Dave McCall and I am the Service Cloud Practice Director here at PolSource. I’ve been working closely with businesses to apply technology to customer service for over 15 years and nothing thrills me more than when I see new technology available to solve customer service…
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Written by Dave McCall, Service Cloud Director at PolSource If you’ve read my previous posts, you’re aware of how enthusiastic I am about this product. So enthusiastic, it seems, that I didn’t introduce myself. My name is Dave McCall and I am the Service Cloud practice lead here at PolSource. I’ve spent the vast majority of my…
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Written by Dave McCall, Service Cloud Director at PolSource As I said in my last post, contact centers have taken the phone channel for granted for some time. From a CRM standpoint, the phone and the CRM have stayed cordial but remained mostly separate. We generally connect them at the beginning of a call to pass…
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PolSource welcomes CodeScan as a partner, expanding our “TrueNorth” alliance with Copado to offer best practices and robust tools for Salesforce software development. PolSource, CodeScan and Copado will be hosting a webinar on DevOps July 15th 2020. Click here to register. Krakow, Poland and San Diego, California – June 22nd, 2020 — PolSource S.A., known…
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Written by Dave McCall, Service Cloud Director at PolSource Let’s face it. Contact center professionals like me have taken the phone channel for granted for years. Still, 75% of people believe calling is the most effective way to get a quick response, and 46% of customers prefer the phone for complicated issues. We can all agree,…
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During lock-down we all find a little extra time on our hands… So we asked the PolSource team: What’s on your quarantine reading list? Responses varied from career-growth reads, to pandemic response guides, to classic fan favorites. Check out the list below for literary recommendations from the PolSource team! Iain M Banks – “Matter”In a…
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