Name: How to Scale Service Teams in a Remote World
Start: 2020-05-04T13:00:00Z
End: 2020-05-04T13:00:28.000Z
Location: BrightTALK
Rating: 4.5

Salesforce is the global leader in customer relationship management (CRM), bringing companies closer to their customers in the digital age. Founded in 1999, Salesforce enables companies of every size and industry to take advantage of powerful technologies—cloud, mobile, social, internet of things, and artificial intelligence—to connect to their customers in a whole new way. The Salesforce Customer Success Platform includes industry-leading services spanning sales, service, marketing, commerce, communities, collaboration and industries, all on a single trusted cloud platform. Salesforce will power more than 2 trillion B2B and B2C transactions this year for more than 150,000 companies and millions of Trailblazers--the individuals and their organizations who are using Salesforce to drive innovation, grow their careers and transform their businesses. Salesforce is committed to a set of core values--trust, growth, innovation, and equality of every human being. The company is ranked #1 on Fortune’s World's Best Workplaces list, and Forbes has ranked the company one of the world's most innovative companies for eight years in a row. For information, please visit www.salesforce.com.

La era de la IA autónoma ha llegado. McKinsey estima que la IA generativa podría añadir hasta $4.4 billones de dólares beneficios potenciales anuales, y los empleados que utilizan IA generativa experimentan un aumento del 40% en su rendimiento en comparación con aquellos que no la usan.

Esto tiene un enorme potencial de retorno de inversión y ayuda a resolver el desafío crítico al que los empleados se enfrentan cada día: dedicar el 41% de su tiempo a tareas de bajo valor. Los equipos operan con una capacidad fija y necesitan un sistema operativo de trabajo basado en agentes que desbloquee estos aumentos de productividad y haga avanzar el trabajo.

Agentforce en Slack integra a todos los agentes en el flujo de trabajo. Estamos anunciando nuevas y emocionantes funciones de Agentforce en Slack, donde Slack se convierte en el centro neurálgico de tus agentes para empleados.

Únete a nosotros y descubre cómo los empleados interactúan con Agentforce a través de experiencias conversacionales en DM y canales, y cómo puedes empezar a construir tu propio Agentforce más rápido con temas y acciones predefinidos.

- Cómo descubrir e interactuar con Agentforce en Slack desde Agentforce Hub
- Cómo mejorar tu Agentforce con acciones de Slack en Agent Builder
- Cómo escalar tu equipo con habilidades, temas y acciones preconfiguradas

Presentación de Agentforce en Slack: Desbloquea la Productividad Autónoma para Cada Empleado

How will you put AI to work in 2025? Hear the latest research insights and trends in workplace collaboration from Metrigy analyst and AI expert Irwin Lazar. Leaders are urgently seeking the ROI from AI investments and adopting new strategies grounded in daily collaboration, centralised knowledge and connections with apps and data.

Learn why digital labour offers every organisation the potential to scale their operations and accelerate growth. See how innovative companies are already using Agentforce to work alongside teams, learn business practices and perform autonomous processes. You’ll also hear from the experts at Slack about the 5 steps every organisation should be taking to prepare for digital labour and make the most of this opportunity.

Things you’ll learn:
- Why leaders are centralising collaboration to find the ROI from AI
- How AI agents can improve employee experience
- 5 steps to prepare your organisation for digital labour

How to Evolve Workplace Collaboration for Digital Labour

Join Wayne Kurtzman, IDC Research Vice President of Collaboration and Communities and Ryan Gavin, CMO of Slack for a timely discussion about how collaboration platforms have become the critical link for organisations to deploy AI and agents successfully. Learn the key trends and new capabilities that leaders are looking for as they re-evaluate their work platforms for the era of agent-powered productivity.

From native AI functionality to automation to extensibility and partner ecosystem, today’s work platforms must connect the whole enterprise. Hear why Slack was named a Leader in the 2024 IDC MarketScape for Worldwide Collaboration Applications and see how companies are using Slack to put AI to work in a trusted environment.

Things you’ll learn:
- Why every company should be rethinking their approach to collaboration
- Key capabilities and strategies to look for in collaboration platforms
- How Slack is making agents a part of the team in the multiplayer enterprise

The Multiplayer Workplace: How AI Agents Will Transform Enterprise Collaboration

Slack is the best place for employees to interact with Agentforce. Learn how agents become teammates that take action in the flow of work.

The era of agentic AI has arrived. McKinsey estimates that generative AI could add up to $4.4 trillion in potential profits annually, and employees using gen AI experience a boost of 40% in performance compared with those who are not.

This has massive ROI potential and helps solve the critical challenge employees face every day — spending 41% of their time working on low-value tasks. Workforces are operating at a fixed capacity and need an agent-first work operating system that unlocks these productivity gains and drives work forward.

Agentforce in Slack brings all of your employee agents into the flow of work. In Slack, Agentforce becomes more contextually relevant, insightful, and accurate when tapping into public and permissioned conversational data in your workspace.

We’re announcing exciting new Agentforce features, where Slack becomes the central hub for your employee agents. Join us to learn how employees engage with Agentforce through DM and channel conversational experiences and how you can get started building your custom Agentforce faster with pre-built packaged topics and actions.

Things you’ll learn:
- How to discover and interact with Agentforce in Slack from the Agentforce Hub
- How to enhance your Agentforce with Slack actions in Agent Builder
- How to scale your workforce with prepackaged skills, topics, and actions

Introducing Agentforce in Slack: Unlock Agentic Productivity for Every Employee

Nehmen Sie an diesem Webinar teil, um zu entdecken, wie wegweisende Innovationen von Slack die Produktivität für jede Geschäftslinie revolutionieren werden, indem sie Ihrer Organisation helfen, die Kraft von Menschen, Daten, Apps, KI und Agents in Slack zu kombinieren – der Gesprächsschnittstelle für die Arbeit.

In diesem Webinar erfahren Sie, warum:

- die alten Arbeitsweisen nicht mehr funktionieren.
Unternehmen müssen das Potenzial des KI-Zeitalters freisetzen. Slack dient als das Betriebssystem für die Arbeit, in dem Menschen und Agents zusammenkommen, um eine höhere Produktivität zu erzielen und überlegene Geschäftsergebnisse zu erzielen.
- Slack ist die Gesprächsschnittstelle für Agentforce
Jeder Salesforce-Kunde sollte planen, Slack in alle ihre Geschäftsbereiche zu integrieren, um Produktivitätssteigerungen von Finanzen über IT bis hin zu Marketing, Vertrieb, Service und darüber hinaus zu erzielen.
- Slack ist Ihr Arbeitsbetriebssystem für Ihr gesamtes Unternehmen
Slack verbessert seine nativen KI-Fähigkeiten durch die Integration von KI Apps und Agents von Drittanbietern. Dies ist der moderne Arbeitsfluss: Menschen und KI arbeiten zusammen.

Die Zukunft der menschenzentrierten, agentengesteuerten Arbeit mit Slack

AI is transforming the way we work – empowering us to access knowledge, enhance productivity, and focus on what truly matters in the long term.  

According to the Slack Workforce Index, 54 % of employees in Germany and 41 % worldwide see AI and automation technologies as a key advantage for streamlining tasks.

Join Sohom Paul, Director of Product, Slack AI and one of the visionaries behind Slack’s AI solutions, in this Pioneers of Change session with Verena Pausder. Discover how Sohom brought Slack AI from prototype to market in just six months and gain a behind-the-scenes look into the challenges, benefits, and surprises of developing an AI product. 

In this session, Sohom will share his personal passion for AI, provide actionable insights into building AI-powered tools, and explore what employees can expect from the future of work with AI as well as the evolving workplace skills and mindsets needed to thrive in the AI era.

Things you’ll learn:
- Learn how AI products are conceived, developed, and launched
- Discover practical ways AI can simplify and enhance daily work
- Gain inspiration for embracing AI as a force for positive change in the workplace

Pioneers of Change with Sohom Paul: Unlocking the Power of AI at Work

AI agents can be powerful, but their use necessitates the creation of accountability mechanisms and collaboration frameworks.

Trust in AI systems is crucial, and it is important to design AI systems in a way that ensures data security, content safety, and transparency. As AI agents become increasingly prevalent in our lives and workplaces, there is a need for designing AI agents that are accountable, trustworthy, and collaborative.  Establishing guardrails to control the actions of AI agents is essential to prevent them from overreaching or executing actions they have not been allowed to perform.

Originally presented at Slack City Tour London, join this webinar to hear an unbiased view from Franny Hsiao, Distinguished AI Architect at Salesforce.

Things you’ll learn:
- The role of AI agents in our lives and workplace
- Need for designing accountable, trustworthy, and collaborative AI agents
- The importance of establishing guardrails to safely deploy, use and trust AI

Enhanced AI Agency: Accountable, Trustworth and Collaborative (Italian Subtitles)

Enhanced AI Agency: Accountable, Trustworth and Collaborative (Spanish Subtitles)

Enhanced AI Agency: Accountable, Trustworth and Collaborative (French Subtitles)

In this session, Andy Butterfield, Salesforce's Customer Experience Lead, explores what the future looks like for customer and employee experience. How by embracing digital coworkers, the capabilities of your organisation grow exponentially. And, what the key considerations are for that. 

Andy introduces a model that provides an innovative approach to resolving complex problems. The model also offers insights into how it can facilitate behavioral change within an organization. 

From interviews and analyst findings with those who have already embarked on their AI journey, Andy highlights three key lessons from the Gen AI perspective. These include the main obstacles that CEOs and CIOs face in terms of skills and ROI expectations. The crucial planning required to address potential risks related to data, and the importance of looking at value-added beyond just time savings, instead considering the overall impact of AI in enhancing selling and customer service.

Join this session from Slack City Tour Amsterdam, to hear Andy also discuss the underlying themes of the Future of Digital CoWorkers; AI-driven, effortless, and constantly improving. 

Things you’ll learn:
- What can we learn from the behavioural science “EAST” framework?
- Three common lessons learnt from companies on their AI journey
- How the level of GenAI skills required will depend on whether you decide to buy, configure, or build
- How to start, ramp or lead your organisations AI journey

The Rise of Digital Coworkers

If you’ve ever wondered how to get more done with less, you’re in luck. With Slack’s Workflow Builder tool, nearly 1 million Slack users worldwide are creating time-saving automated workflows without having to write a single line of code.

Slack’s Workflow Builder lets you streamline processes, eliminate manual errors, reduce context switching, and free up valuable human capital to focus on what truly matters: innovation and growth. Best of all, anyone, regardless of their technical background, can deploy it with just a few clicks.

Join this upcoming webinar to learn more and see Workflow Builder in action. You’ll also hear from Mark Burgess, the CEO of Credit Union 1, about how his company is empowering its employees to automate work in Slack and reach their most productive potential.

Things you’ll learn:
- How to create powerful automated workflows with out-of-the-box templates
- Our favorite automated workflows that we use at Slack and Salesforce
- Hear from Credit Union 1 about how employees are 20% more efficient thanks to a workflow that automates customer handoffs

Automate work and save time with our no-code Workflow Builder

Workplaces are struggling to equip their employees with the information they need to use AI effectively. What tools are permitted? How should employees be trained? What needs to be communicated when AI is used? In this webinar, we’ll talk with top researchers to learn what individuals, teams, and leaders can do to prepare their workforces for the new world of AI.

Things you’ll learn:
- What the research shows about how AI will change the way we work
- Common challenges in reskilling workforces to incorporate AI
- Tactics for training your workforce to use AI more effectively

Featured speakers:
- Christina Janzer, Sr. VP, Research and Analytics and Head of Workforce Lab, Slack
- Haoqi Zhang, Associate Professor of Computer Science, Northwestern University
- Lilach Mollick, Co-Director of the Generative AI Lab at Wharton, Director of Pedagogy at Wharton Interactive, University of Pennsylvania
- Gerald Kane, Department Head, C. Herman and Mary Virginia Terry Chair of Business Administration and Professor, Department of Management Information Systems, University of Georgia

(Re)skilling the Workforce with AI

Ever wonder how we at Slack use Slack? For us, it’s where teams collaborate and connect, leaders engage, and culture comes to life. We use channels to distribute clear, concise communications across teams, departments, and geographies — for those seated at desks or out in the field. We write and format messages that are optimised for scanning and search. We make the most of Slack’s native features to create effective, engaging communications. And of course, we’re never afraid of using emoji.

Learn how to use Slack the way Slack does, for your audience — wherever they might be. This webinar will demonstrate how your organisation can become more informed and connected by using Slack for employee communications.

Things you’ll learn:
- How to establish a focused channel strategy to target key audiences
- How to write for Slack — and how this differs from other platforms
- How Slack features like canvas, clips, and workflows can elevate your communications

Slack for Employee and Frontline Communications

Enhanced AI Agency: Accountable, Trustworth and Collaborative (German Subtitles)

Enhanced AI Agency: Accountable, Trustworth and Collaborative

Join this session from Slack City Tour Berlin to hear directly from Slack AI, Director of Product, Sohom Paul, to learn more about Slack’s AI capabilities.

According to Sohom, time is our most valuable asset in both our personal and professional lives. However, we often waste it sorting through excessive amounts of information. Discover how Slack can alleviate the burden of information overload and the struggle of locating information in the workplace. By consolidating all data in a single platform, Slack facilitates rapid access to answers to inquiries. 

The session covered Slack's security features and how the future of work will be shaped by the integration of AI, Agentforce in Slack, and third-party agents. The integration of Salesforce's Agentforce into Slack will revolutionize the way people work. Users will be able to interact with agents to accomplish tasks. Sohom shared his vision for Slack's evolution. He believes Slack will become an AI-based operating system for work, rather than just a messaging app.

Things you’ll learn:
- How the future of work involves collaborating and co-creating with AI agents
- Reduce the time spent on information gathering by providing contextual and relevant information
- How Slack AI ensures the privacy and security of user data
- By integrating Salesforce agents and third-party agents into Slack, you can further enhance work efficiency and collaboration

Work with AI and Agents in Slack to Transform your Work Success (Italian Subtitles)

The concept of “work” is going through a big inflection point. The way we work is changing. The current work environment isn’t working. Employees are overwhelmed by information and applications. Knowledge workers use 11 to 25 applications daily. This makes them feel lost and spend more time on auxiliary tasks than actual work. It’s hard for employees to be efficient and effective when they have to use so many unconnected applications.

AI has the potential to dramatically improve productivity and efficiency. In fact, by 2030, it’s estimated that 80% of project management tasks will be automated. To take advantage of these benefits, we need to do more than just adopt new technology. We need to change the way we work.

Listen in to this session from Slack City Tour Amsterdam, to hear from Mike Rawson, CIO of citizenM on how they use Slack across various lines of business, how the company transitioned property management systems in just weeks instead of months, and how Slack has played an instrumental role in the Value Driven Agile approach Mike has developed. 

Things you’ll learn:
- The current state of work and its challenges
- What is the potential of AI and technology in the future of work
- citizenM's digital transformation journey and use of Slack

The Future of Work: Human-Centered, AI-Powered (Italian Subtitles)

Work with AI and Agents in Slack to Transform your Work Success (Spanish Subtitles)

How to Scale Service Teams in a Remote World

Service teams are in a particularly challenging position right now. An influx of customer enquiries is placing a burden on service agents, creating an urgent need to open up key new channels and communicate proactively with customers. On top of this, contact centres are not set up for a remote work environment, requiring organisations to scale and reskill front-line customer service quickly.

Join us as we share tactical best practices designed to help you streamline and optimise a remote contact centre, and tips to keep employees engaged and safe during these unprecedented times.

How to Scale Service Teams in a Remote World

Service Delivery

Contact Center

Customer Care

Customer Engagement

Customer Experience

Service Desk

Remote Support

Remote Access

Remote Applications

Service Integration

The sales management community on BrightTALK is made up of thousands of sales management professionals. Learn about sales training ideas and techniques while improving pipeline development strategies. Join the conversation by participating in live sales development and management webinars and round tables.

Sales Strategy

Get powerful insights on how to best serve today's customers. If you want to create a successful customer experience today, you will have to appeal to the need for “alone together” time. Millennials, Gen X, Boomers or Silent Generation all look for shared but individual experiences.

Get powerful sales management insights for your business. Connect with experts and colleagues to get the most up-to-date knowledge on the sales strategies that are generating record-breaking booking, revenue and retention numbers.

Sales

The sales community on BrightTALK brings together thousands of engaged sales professionals. Learn about careers in IT sales and marketing, sales techniques and selling strategies. Join the discussion by participating in on-demand and live sales webinars and summits with leaders in the sales industry.

Get powerful insights to run your business. CEOs, CFOs, CMOs, COOs, CTOs and CIOs are among the leaders in this community who connect with peers and experts to grow their businesses.

CxO Strategy

Get powerful operations insights for your business. Connect with experts and colleagues to get the most up-to-date knowledge on which systems and processes are driving operational efficiency, maximizing value and customer success.

Operations

In the business management community, commercial experts will be sharing webinars and videos on an array of subjects. From sales and marketing, to finance, productivity and growth, this content will help you stay up-to-date with the current economic environment and provide timely management insight to drive business growth.

How to Scale Service Teams in a Remote World

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Salesforce EMEA