Automated AI-powered agent wellbeing tools, such as automatic break scheduling and shift adjustments, can greatly improve ...

The author of Project 2025’s chapter on telecom regulation is expected to be named as the FCC head next year. Here’s where he ...

New research shows there’s an argument to be made that good customer experience leads to better profits for shareholders.

Although AI can assist in culling through hundreds or thousands of resumes, hiring technology workers still requires spending time with the ...

Agent Assist Helps Agents Drive Revenue—and Solve Customer Service Issues.

Virtual and augmented reality is livening up the collaboration space, and it’s about time. Ease of use is the top decision factor, but app integration, dashboards, AI capabilities, and other criteria ...

The recent event demonstrated the company’s successful strategy in targeting industry verticals, smoothing the way for virtual agents and navigating the business challenge of CX.

Vendors are trying to appeal to employees to make the case that adopting AI-powered tools is in their best interest.

Today, Salesforce introduced the Agentforce Testing Center so customers can test and monitor AI Agents. The Testing Center is built on the Salesforce Platform and is integrated with the Salesforce ...

CX leaders are embracing virtual agents. Already, 34% of supervisors include virtual agents as part of their team when they work on scheduling and capacity planning, according to Metrigy’s Customer ...