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The success and satisfaction of our customers is our primary focus. The main feedback that the education and onboarding team receive post-training is regarding the positive relationship our customers build with the trainers and onboarding managers they work with. Read more about our customers and their success stories.

Contact centers are increasingly leveraging analytics to unlock valuable insights about customer behavior. By adding context to every interaction, an effective analytics program enables organizations to understand where they need to improve customer experience, why customers are contacting the company, which agents are delivering great service and what makes them successful, which sales offers are working and what customers are saying about the competition.

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.

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.

“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.”

We are proud to be the first RPA player to formalize a Robo-Ethical framework, with 5 key principles, guiding the responsible and ethical practice of building and deploying process bots.

Contact centers are busy these days with major initiatives. The 2020 lockdowns revealed gaps in contact center resiliency that many organizations are now trying to plug. For example, our most recent survey of contact center decision-makers revealed that 66% of organizations not currently using cloud-based call center solutions are accelerating their move to the cloud as a result of the pandemic. The same study revealed that 52% of businesses plan to invest in artificial intelligence in the next year, which can strengthen business continuity as well as streamline operations, and improve CX. Busy times, indeed!