With millions of customers embracing social media for service and support, customer service teams must connect their processes and agents to these new social media channels with the same precision as in their contact centers. In the world of real time, "press 1" is no longer the preferred option. Customers can now tweet or post their customer service issues and questions in public, on Facebook and Twitter, from any device, placing service agents under increasing pressure to respond in real-time. The world of service has changed, so what is your strategy? Find out how industry leaders are moving to real time service in the cloud, changing their strategies and using collaborative customer service technologies to break down departmental silos and resolve customer issues faster than ever. Welcome to the Service Cloud.
Presented by: Patrick Morrissey, Salesforce
Patrick Morrissey is responsible for Service Cloud go to market strategy and strategic alliances at Salesforce.com. Prior to joining Salesforce.com, Morrissey was the Senior Vice President of marketing and business development for Savvion, a leader in Business Process Management (BPM) software, where he helped grow the company 100% year over year. Prior to Savvion, Morrissey was Vice President of Marketing and business development for enterprise performance management (EPM) at Business Objects. Mr. Morrissey is a frequent keynote speaker at industry conferences and has appeared on CNN, CNBC and in the Wall Street Journal.
