This week's interview from 2016 with John Hernandez (then COO & SVP of Service Cloud at Salesforce) is a powerful reminder of what happens when the right people connect at the right time, with the right purpose.
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Earlier this week I met with our BPO Council in London to discuss how, as an industry, we must find a way to better communicate the business benefits of customer contact centres: they provide customer insight to the business and support customers wit...
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