Brendan Callum

Surprisingly, many support organizations today still don’t know how to deliver a “wow” customer experience.  Simply put, it starts with knowing your customers.  I’m not talking about the big picture, market research trends, I’m talking about the basics, like “Who am I? What products/services have I purchased? How long have I been a customer? What […]

When our Service Cloud clients ask us what we think of “Big Data” – we usually say that it really boils down to “smart(er) use of data”. What does that mean for Customer Service organizations? Setting aside the technical challenges – let’s look at some of the potential benefits of Big Data Technology for your business.

Who doesn’t want to make work more fun? Whether it’s for your customers, your employees, or your partners, making their online interactions with your company more engaging, interesting, and rewarding, can pay huge dividends in revenue and retention. If you’re a Service Cloud customer – you now get the Chatter Answers product for free.  That’s great […]

Today I have the privilege to speak on a subject near and dear to my heart: gaming. As an avid online gamer and consumer I know firsthand just how frustrating it can be to encounter an issue that disrupts your gaming experience. That’s a big part of the reason I’ve enjoyed helping clients like Activision […]

Being a part of the Service & Support ecosystem, I have had the chance to watch the Service Cloud product grow from its infancy to a whole new level of maturity and feature offerings over the last few years.  Service Cloud has gone from playing catch up with other support platforms in the industry to […]