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This blog is the seventh in a series on digital channel management. In the previous installment, we detailed WFM controls to meet the challenges posed by a digital world.

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.

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.

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.

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.

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.