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Expert Hour: The Secret Sauce to Improving Agent Productivity by 40%

Have you figured out the secret sauce to great customer service? In this webinar, Michael Ramsey, Vice President of Salesforce Service Cloud, and Faisal Hafeez, Service Solution Engineer will share the insider’s guide to how companies around the world have differentiated their brand using Customer Service. This webinar will cover:

- How companies have improved both agent productivity and customer satisfaction by an average of 40%
- Case studies of successful companies using Service Cloud
What it means to deliver smarter, faster, and more personalized service with Service Cloud
- Live Q&A with Service Cloud executive leader and product expert
Recorded Feb 25 2015 38 mins
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Presented by
Michael Ramsey, Vice President of Product, Salesforce, Faisal Hafeez, Service Solution Engineer, Salesforce
Presentation preview: Expert Hour: The Secret Sauce to Improving Agent Productivity by 40%
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    How Salesforce Uses Marketing Cloud Series
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    Salesforce researched over 1,900 global customer service leaders and discovered what sets high-performers apart.

    High Performers:
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    - Empower agents by arming them with Easy Access to Information
    - Anticipate customer needs with Proactive Support
    - Help customers help themselves with Self-Service

    Why Should You Attend?
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    - Peter Gaylord, Salesforce Research, walks through the top 4 secrets of top performing service teams.
    - Daniel Padgett, User Experience at Walgreens, shares best practices around customer success.
  • Moving Legacy CRM to the Cloud? Two Approaches that Work Recorded: Feb 11 2016 54 mins
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    It's a new year, and time for a change. Are you on the right technology? Legacy CRM systems inevitably hit limitations and you need a path to modernize your technology to stay ahead in this omni-channel and fast-paced world.

    Join Mike Milburn, GM & SVP, Service Cloud, Salesforce and David Schmaier, CEO & Founder, Vlocity for an insider’s guide on making the move from legacy on-premise CRM applications to industry-specific cloud solutions using two transformation approaches.

    This webinar will dive into how your business can successfully:

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  • 10 Steps for Siebel Retirement Success Featuring Intuit Recorded: Jun 30 2015 59 mins
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    You need a customer service solution that’s built for agility and speed. Join Salesforce to hear how Intuit is managing their transition from Siebel to Salesforce.
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    - Best practices to retire your Siebel
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    Julian Lau, Salesforce Services
    Vamsi Vasireddy, Intuit
    Partha Ghosh, Intuit
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    Jonathan Campoli, ALDO Ashwin Iyer, Frost & Sullivan
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    - Featured retail customer success story by ALDO Group
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    Nik Pismarov - AVP, Global HR Business Solutions | Karthik Chakkarapani - Director, Service Cloud Practice, salesfofrce.com
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  • Expert Hour: The Secret Sauce to Improving Agent Productivity by 40% Recorded: Feb 25 2015 38 mins
    Michael Ramsey, Vice President of Product, Salesforce, Faisal Hafeez, Service Solution Engineer, Salesforce
    Have you figured out the secret sauce to great customer service? In this webinar, Michael Ramsey, Vice President of Salesforce Service Cloud, and Faisal Hafeez, Service Solution Engineer will share the insider’s guide to how companies around the world have differentiated their brand using Customer Service. This webinar will cover:

    - How companies have improved both agent productivity and customer satisfaction by an average of 40%
    - Case studies of successful companies using Service Cloud
    What it means to deliver smarter, faster, and more personalized service with Service Cloud
    - Live Q&A with Service Cloud executive leader and product expert
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    Michelle Manbeck, Program Director, Training and Knowledge Management, AOL
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    The Internet of Things (IoT) revolution - What is it and why should you care?
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    A customer case study that highlights the business impact of connected solutions
  • The War for Talent - Transforming HR for Your Employees w/author Jason Averbook Recorded: Aug 21 2014 54 mins
    Jason Averbook
    Serve Your Employees As Well or Better Than Your Customers – Why HR Must Care About the Future of Consumerization and Service! Moving Beyond The Transaction

    In today’s world, where for the first time ever, employees and managers have better technology in their pockets than their workforce has provided them to work with, expectations have never been higher for HR and other business functions to provide workforce facing “experiences” that capture the hearts and minds of workers. While the experience is one thing, the value of that experience must deliver efficiency to the HR function as well as effectiveness to the workforce which is why today, more than ever in the past, we must go beyond the transaction and focus on the overall workforce experience.

    We have a short 5 years to prepare and become Workplace 2020 compliant, the readiness measure for organizations combining preparation for new generations of workers, the emergence of new technologies such as mobile and social as well as an overall renewed focus on how service is delivered to employees, managers, contractors, applicants and any other “human” that makes up an organization's most important asset, their people.

    In this interactive webinar, Jason Averbook, one of the premier thought leaders in the world around HR, business technology and consumerization will lead you through an exercise discussing:

    Workforce Experience-Defined
    a) Why now is not only an optimal time but a mandatory time to reinvent how services are delivered to the workforce
    b) Why the “transaction” alone will never drive the optimal workforce experience and how surrounding it with knowledge, content and support is required
    c) Why deploying processes not modules is important and required thinking for today's HR and business professional
    d) How to create a business case for new technologies supporting the workforce experience
    e) What will happen if we do nothing and ignore becoming Workplace 2020 compliant
The #1 customer service application
Transform your customer experience and build great customer connections with Service Cloud. From the contact center to self-service communities, social media and beyond, Service Cloud is changing the game in customer service.

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  • Title: Expert Hour: The Secret Sauce to Improving Agent Productivity by 40%
  • Live at: Feb 25 2015 5:00 pm
  • Presented by: Michael Ramsey, Vice President of Product, Salesforce, Faisal Hafeez, Service Solution Engineer, Salesforce
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