Contact centre management is evolving from manual oversight to AI-powered. Leaders need to step up how they drive performance and operations.
We rounded up the best, budget-friendly alternatives to ServiceNow for your SMB.
New customer service research reveals how ASEAN businesses are navigating AI adoption and future-proofing service.
Agentic AI is changing how we work – the transition is easiest when your customer service roles are clearly defined.
Here's how your small business can keep up with any large enterprise — and spoiler alert, you only need one tool.
![[Illustration] A customer service rep works with an AI agent in a contact center](https://www.salesforce.com/ap/blog/wp-content/uploads/sites/8/2025/07/Reshaping-customer-service-roles-with-AI_Article-2_1500x844.jpg?w=300)
AI is redefining how customer service gets done and opening new doors.
![[Illustration] An AI agent high-fives a female customer service rep.](https://www.salesforce.com/ap/blog/wp-content/uploads/sites/8/2025/07/Give-Humans-AI-That-is-Humane_-1500x844-1.jpg?w=300)
How can service leaders adopt AI without losing the human touch? Start with empathy, trust, and a people-first approach.
New customer service and field service research uncovers four key insights in the era of agentic AI.
![[Illustration] A manager and an AI agent review unified data in a contact centre.](https://www.salesforce.com/ap/blog/wp-content/uploads/sites/8/2025/08/Contact-Center-Trends-1500x844-2.jpg?w=300)
AI is turning the contact centre into a customer engagement centre — unifying data, knowledge, and channels.
Identify your service strategy and see how AI agents can be better together with your service team
