CX Factor

Agent in Action

What does it take to empower agents at every step of the customer journey? In this episode, we follow one agent’s real-time experience—powered by Salesforce and Genesys, and brought to life by Latitude CX.

From first contact to final resolution, see how unified platforms and smart orchestration transform the agent’s day:

• Embedded Genesys Cloud tools inside Salesforce

• Seamless channel switching with full customer context

• AI-driven support for faster, more personalized service

Leading with Insight, The Supervisor's Journey

What does it take to lead a high-performing contact center in real time? This episode follows the Supervisor’s path through Salesforce and Genesys—where data meets direction and decisions happen fast.

See how supervisors:

• Monitor agent status, workload, and performance

• Use Wallboard metrics to coach smarter and act faster

• Tap into Genesys Workforce Management directly inside Salesforce

• Track adherence, gamification, and learning—all in one view

The AI Advantage:

"3 Agentforce features to Elevate your CX Experience"

AI isn’t just supporting your teams—it’s becoming part of them. In this hands-on episode, we explore how Agentforce is reshaping the roles of employees, service agents, and supervisors with purpose-built AI that’s as strategic as it is scalable.

In this episode:

• Employee Agent: your internal CX ally, streamlining onboarding, training, and knowledge delivery

• Service Agent: The AI-powered co-pilot for customer interactions, boosting speed, empathy, and resolution

• Supervisor AI Agent – A real-time command center for performance insights, coaching cues, and proactive support.