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Learn more about how CXone’s smart technology, strong partners and deep expertise can be the winning combination for transforming your organization’s contact center and CX.

Siemens’ customers include businesses from across the spectrum of industry sectors. They range from billion-dollar companies to startups and even students. These customers come to us when they need the company’s expert solutions and deep problem-solving capabilities to improve or enhance or even reinvent their own manufacturing processes.

This blog is the sixth in a series on digital channel management. In the previous installment, we talked the right way to forecast and schedule in a digital world.

Executives are still discussing whether or not contact centers agents will be allowed to work at home on a full-time or hybrid basis after the pandemic, but I believe the decision has already been made. Agents and other contact center employees have had a taste of freedom and are not going to give it up easily. Given the significant number of companies that are going to employ work-at-home (WAH) and hybrid agents, most anyone who wants to work this way will be able to find a job. Contact centers that insist on having all agents return to the office are going to see massive departures and ultimately will have no choice but to be more flexible.

Artificial intelligence is transforming business models and the way many of us live our lives. Businesses use AI for everything from identifying fraudulent insurance claims to improving customer service to predicting the best schedule for preventive maintenance of factory machines. And if you use a Nest thermostat, unlock your phone with facial recognition, or have ever said, "Alexa, turn off the lights," you're using artificial intelligence in your everyday life.

“Most firms are not very good at listening to customers. It’s not for lack of trying, though -- the tools they’re using and what they’re trying to measure may just not be up to the task.”

To learn about all 10 reasons for using AI in the contact center, be sure to check out the replay of the 10 Ways AI Can Improve the Contact Center Experience webinar, which is available now OnDemand. In that webinar, Laura Bassett and I talk about 10 outcomes of using AI in the contact center. You’ll hear lots of great insights, and you’ll get some additional resources to help get your contact center started with AI.