Salesforce Hopes to Shift Half of Its 9,000 Customer Support Agents Into New Roles

Marc Benioff, CEO of Salesforce, has confirmed that his company is considering how to reutilize its contact center team.

The news comes after the CRM leader revealed that Agentforce now resolves 85 percent of its customer contacts.

That seemed to create a labor overload, with the CEO previously suggesting that Salesforce is “reducing headcount” in the contact center.

However, in a new interview, Benioff stressed that he hopes to retain much of that talent and support them in transitioning between roles at the company.

https://www.cxtoday.com/crm/salesforce-hopes-to-shift-half-of-its-9000-customer-support-agents-into-new-roles/