Agentforce Contact Center has been in pilot mode with 60 users, Compass Working Capital and Savant Systems among them.

Founded in 1999 in San Francisco, Salesforce targets mid-market to large enterprises seeking unified CRM and data platforms.

AI isn’t simply a technology shift – it’s a people issue, particularly when desk workers feel threatened by the very generative AI tools their companies require them to use. Worse, the large language ...

Forbes contributors publish independent expert analyses and insights. I write about the economics of AI. Working in a call center is no walk in the park. Agents deal with a constant influx of calls, ...

Discover how contact center managers can use gamification strategies - from points and leaderboards to badges and team challenges - to boost agent engagement in training, accelerate skill adoption, ...

Armen Kirakosian remembers the frustrations of his first job as a call center agent nearly 10 years ago: the aggravated customers, the constant searching through menus for information and the notes he ...