Traditional contact centers as we know them were designed and deployed at scale in the 1960s, largely based on outdated management and governance models, with standards no longer applicable. Today’s modern customers expect to communicate the way they find most convenient to them, including phone, web, mobile, text, and social. They demand higher levels of personalization, immediacy, and convenience. But on-premises technologies are, by design, not unified, omnichannel, or real-time, and as a result fall short in an always-on, hyperconnected world.  A recent report from Brian Solis commissioned by RingCentral, Contact Center 2.0: The Rise of Collaborative Contact Centers industry

Companies that don’t focus on providing good customer experiences are not just leaving profits on the table – they’re blatantly losing money. Research bears this out: Poor customer service costs businesses $62 billion every year.[bctt tweet="U.S. companies lose $62B/year due to poor customer service. Find the fix here: https://ringcentr.al/2M8eYS1" via="no"]Innovative contact center technologies improve the customer experienceOne surefire way to satisfy customers is to ensure a productive support experience. But if it takes too long to answer questions and solve problems, communicating is clunky or the customer has to repeat critical information more than once,

Earlier this year, we uncovered a pervasive workplace challenge: app overload. A global survey we commissioned showed that the majority of knowledge workers (69 percent) waste up to 60 minutes a day navigating between workplace apps, specifically apps for business communications. To put that in perspective, that translates to 32 days of lost productivity per year! Conquering app overload in the digital workplace can be incredibly daunting. With team messaging, virtual conferencing, and a laundry list of other team communication apps, it’s easy to see how navigating between them all can do more to hamper productivity than improve it. In the

The way people work has evolved significantly over the last decade. The cloud has opened up new communications possibilities whilst also driving an increased pace of innovation and digital transformation. Businesses that once relied heavily on desk phones are now seeing an influx of new communications solutions that enable greater collaboration and productivity. Traditional voice solutions are now being supplemented with collaboration tools such as video meetings and team messaging. As the carriers of voice services, service providers are recognizing this fundamental shift in the workplace and the growth opportunity to deliver more value added business communications and collaboration services to business

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