Managing Humans and AI in One Contact Center Was Theory. Salesforce Wants It Operational

Salesforce’s launch of native workforce engagement management at CCW Las Vegas was always going to trigger lots of questions.

The first story was the announcement itself. This story is the one buyers can put into action. What changes when WEM becomes native to the CRM? How mature is Salesforce’s answer compared with established WEM specialists? And what happens to workforce planning when part of the workforce is now AI?

https://www.cxtoday.com/workforce-engagement-management/managing-humans-and-ai-in-one-contact-center-was-theory-salesforce-wants-it-operational-cs-0239/