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In today’s omnichannel world, consumers want to effortlessly switch between channels such as social media, email, SMS and the web, and expect the brands they transact to move and interact with them in ... -
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As your organisation navigates potential emergency situations that force agents to work remotely or at home, RingCentral is uniquely positioned to help you continue to work as a team to serve your cus ... -
A guide to building your business around the customer Waiting on hold to get help is inevitable. That being said, long wait times, being bounced around to multiple people, and inability to resolve iss ...
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Just How Important Is Employee Experience? Happy Employees, Happy Customers Today’s Employees Are Technologically Overwhelmed Today’s Customers Expect More from Businesses A Unified Approach: Taking U ...
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Cloud-based contact centres are the future of successful customer experience. In a world where your customers are becoming increasingly demanding, searching for the most intuitive and personalised exp ... -
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The performance of your contact centre depends on the productivity of your agents. When your team members feel empowered by the right support, tools and technology, they’re able to accomplish incredib ... -
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How do you determine which call in your contact centre reaches which agent? Part of delivering an excellent customer experience is ensuring that everyone who interacts with your contact centre gets th ... -
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Using a cloud-based contact centre can be great during the good times, but during the difficult times it’s invaluable. This is the message from Alan Garratt, Head of Operations at Arco. In an intervie ... -
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Last month, RingCentral teamed up with UC Today to run CC Expo: Virtually Together. This virtual expo focussed on the practical applications of cloud communications and contact centre and the tangible ... -
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In today’s world, security is a high priority. It’s essential for companies to protect their data. With businesses working from home, data security has never been so important. From healthcare, to fin ... -
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Future Proofing Customer Contact - Enable Always-on CX For The Always Connected Customer Businesses need a strategy that not only needs to support and manage crises like the current Coronavirus pandem ... -
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Top 5 ways contact centres are innovating today for long-term CX success Staring down the possibility of indefinite shop and outlet closures, extended stay-at-home-orders, and ongoing social distancin ... -
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The world has changed, success lies in organisations that are nimble enough to utilise innovations born out of crisis. CX leaders in the European contact centre space who want to emerge stronger after ... -
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The Coronavirus pandemic has led to tectonic shifts in how people live and work all around the world. Social distancing and stay-at-home orders have upended traditional societal norms for work, commer ... -
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At its best, sales is about helping clients succeed. When we help our clients win, we win as well. But these aren’t normal times and sales approaches that worked a few months ago may not work today. H ... -
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Customers and employees have a simple request -- don't waste my time. So what does it take to remove wasted effort during customer contacts? The answer is simple: A digital-first, customer-centric app ... -
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As contact centres evolve as a result of COVID-19 now is a critical time to keep frontline staff safe and motivated. What comes first: happy customers or happy employees? It’s a question many have a ... -
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Many organisations have initiated the process of reviewing how, when, and if to bring employees back to the call centre. To review and discuss best practices and potential outcomes, Poly bought togeth ... -
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We’ve just conducted the world’s largest experiment into home working due to Covid-19, and found that where it works, it generally works very well. For many people, the satisfaction levels of working ... -
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Whenever we begin customer experience type projects, one of the key ingredients for success is the creation of a set of clearly defined customer personas. Unlocking what we know about our customers an ...
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