Tag: polsource

Service Voice Quality

Salesforce Service Voice Will Unlock New Quality Control Capabilities

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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voice-activated

Salesforce Service Voice Will Unlock New Voice-Activated Capabilities

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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real-time agent capabilities

Salesforce Service Voice Will Unlock New Real-Time Agent Capabilities

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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Service Voice

Salesforce Service Voice Is a Game-Changer

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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field service lemonade

About Field Service, COVID and Lemonade

Written by Amit Rotstein, Field Service Practice Director at PolSource COVID-19 is forcing us to adapt the way we do business. Companies will need to adapt the way they manage their field service operations. This will require a flexible and scalable field service application as well as a few changes to the way your business…
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emergency checklist

Customer Support Emergency Checklist

Written by Dave McCall, Service Cloud Director The COVID-19 pandemic has forced companies to rethink their customer service operations. Many operations had disaster plans in place, but were unprepared for the displacement of all agents from the contact center. Some organizations had plans to implement low-cost channels sometime in the future, but hadn’t prioritized those…
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take care

Take Care and Do What You Can

Written by Tonia Edwards, PolSource VP of Delivery, AMER   Tuesday morning, I woke up thinking about two things. First, a dear friend and colleague’s philosophy on life:  “Take care of your patch.” And second, an Arthur Ashe quote:  “Start where you are. Use what you have. Do what you can.”   Focusing on these…
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keep virtual workshop participants engaged

Nudity! Babies! Puppies! How to keep virtual workshop participants engaged

As a consultant in the Salesforce ecosystem for almost 15 years,  I have done multiple global implementations, which have often meant facilitating workshops and even training virtually.  I don’t mind admitting that my first few attempts were frankly disastrous but, as with all soft skills, we learn from experience.  So think of this blog as…
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flex solution

Flex solution bridges the gap to successful project delivery

The COVID-19 health crisis has affected every part of our daily lives, and business is no exception. Companies find themselves relying on remote means to conduct all aspects of their business – many for the first time. If you’re trying to conduct a Salesforce implementation, it can be an especially stressful transition, one that leaves…
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10 Keys to Success – Unlock the true value of the Salesforce Platform

Watch the 10 Keys to Success Video It’s an alarming fact that the majority of CRM implementations do not deliver the expected business benefits.  In a recent Forbes article it was reported that, whilst 70% of CEOs believe they have made the right technology investments, only 10% are properly realizing their true value. The problem…
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