With a pandemic raging across many parts of the world, many companies have customer service agents spread out as well, creating a workforce management nightmare.
To help answer that problem Salesforce is developing a new product called Service Cloud Workforce Engagement.
Bill Patterson, EVP and General Manager for CRM Applications at Salesforce points out that with these workforces spread out, it’s a huge challenge for management to distribute work and keep up with customer volume, especially as customers have moved online during COVID.
For starters, there is Service Forecast for Customer 360, a tool that helps predict workforce requirements and uses AI to distribute customer service requests in a way that makes sense.
Finally, there is a teaching component that helps coach customer service agents to give the correct answer in the correct way for a given situation.
The very first doses of any approved COVID-19 vaccine should go to both front-line healthcare workers and residents of long-term care facilities, a committee of expert advisors for the Centers for Disease Control and Prevention recommended in an emergency meeting Tuesday evening.
In a press briefing last week, top officials for Operation Warp Speed—the federal government’s program to swiftly develop and deliver COVID-19 vaccines and therapies—said that the first 6.4 million doses of COVID-19 vaccine will be distributed to states on a per capita basis—to “keep this simple.” The decision was a reversal for Warp Speed, which previously suggested it would allocate vaccine based on each state’s high-risk groups—matching the ACIP recommendations.
The committee noted that there’s an estimated 21 million or so frontline health workers and about 3 million long-term care facility residents who would be covered in the Phase 1a distribution.The total number of people covered is just over the estimated 20 million vaccine doses expected to be available this month.