It's hard to predict service case volumes, and even harder to make sure customers are connected with the right agents on the right channels at the right time. Many organizations — including Salesforce — have rethought how they run the contact center. Here's what we know.
After four consecutive quarters of massive consumer digital adoption, numbers from a billion global shoppers in 51 countries give us the clues to help forecast future demand.
Every country is in a race to contain the spread of COVID-19 and its variants, while vaccinating as much of their populations as fast as possible. We explore the range of possibilities.