Contact center agents are often siloed into communication channels. That approach won’t fly as consumer behavior shifted amid the COVID-19 pandemic.
Salesforce is launching tools that will make it easier to forecast contact center demand, line up service agents and plan capacity needs across communication channels. The tools, to be outlined at Dreamforce, are part of Service Cloud Workforce Engagement, which uses artificial intelligence, to forecast demand for customer service and support and remotely coach agents in real-time. Salesforce is betting it can automate workforce management for many enterprises managing contact centers with spreadsheets.
