Call & Contact Centre Summit 2021: RingCentral

Topic: Five crucial contact centre considerations for the next five years

It's not easy modernising a contact centre. But right now, it's essential.

This webinar lays out five areas that will play a large part in contact centre modernisation over the next five years.

Get expert insights into:

• Meeting your customers on practically any channel
• Handling complex queries at speed and at scale
• Connecting and managing a hybrid workforce
• Realistic uses of AI and automation in the contact centre
• Finding the return on investment sweet spot

Customer experience expert Carlos Hidalgo will explain how contact centre leaders can get their customer service in shape for the future.

Topic: The first step to improve CX? Invest in your employees

We all know that going above and beyond for customers is crucial, but that great customer experience will only happen if you have happy and engaged employees. If you look at the highest-performing businesses in the world today, you’ll notice that customer satisfaction goes beyond frontline contact centre agents. Leaders are starting to realise that in order to be a customer-centric organisation, you need to focus on employees first. Some companies are taking advantage of contact centre as a service (CCaaS) to enable their employees to work from anywhere. But that doesn't guarantee connection. To keep agents engaged, supported and enabled to do their best work, businesses must invest in and apply technology with their employees in mind. Join RingCentral for a discussion on how businesses deliver outstanding customer experiences through their employees, and what needs to be in place to help that happen. The discussion will highlight intelligent uses of technology, including the integration of CCaaS and UcaaS platforms, to meet the new demands of managing remote agents and maintaining excellent customer engagement.

Topic: What the tech? The tools companies need to navigate WFA

Last year, organisations globally were forced to react to an unprecedented event. Many simply didn’t believe that remote working at scale would last.

At the start, it seemed inconceivable to support a remote workforce even in the short-term. Now, it’s time to put these misconceptions to bed. Restrictions are easing, so it’s likely we’ll see organisations across the board adopt ‘work from anywhere’, or ‘hybrid working’. In fact, recent research from the BBC tells us that 50 of the UK's biggest employers don’t plan to bring staff back to the office full-time. Instead, most are going to offer a mixture of home, office and remote working going forward.

But how will this work for businesses that need to ensure their customer service operations are aligned with the rest of the organisation? What technologies will ensure agents feel supported and empowered to do their jobs well from wherever they are?

Join RingCentral for this session as we explore the possibilities.