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Max Ball
June 28, 2017
Customer engagement
Customer Experience
Omni-channel contact center
Telephony

Call Center Week: A Chance to Get Real

I’m no gambler, so a trip to Las Vegas in June—when the projected high temperatures are looking to be over 105°—would not be my first choice. But I’m excited to be in Vegas this week at the IQPC Call Center Week show.

In my job, I spend a lot of time talking to industry analysts, partners, other vendors, sales folks, and the occasional customer. At shows like Call Center Week, I get full immersion with the actual contact center managers who do the hard work of managing customer engagement. It’s always energizing to hear folks’ stories about how technology helps drive customer success.

While I tend to think of contact centers as teams of folks selling stuff, or people who are supporting some sort of hardware or software gadget, or folks who help find the nearest store location, these shows stand as a strong reminder of the hard and noble services that many contact centers provide. At my last couple of shows, I have spoken with people who worked for all sorts of different organizations:

  • Disability insurance reps who need to carefully understand and assess the plight of people whose lives have been turned upside down by illness or injury
  • Suicide prevention teams who literally spend their days saving lives
  • Government teams who must make hard decisions on who gets coverage and care

It’s the discussions with folks such as these that reinforces in my mind the importance of this industry, and I know that this show, similar to others, will be a chance for me to meet the real unsung heroes of the contact center.

Maybe collaboration can help

I’m excited to be representing RingCentral this year at the event: We have a lot of interesting and new ways to help these organizations do their good work. One of the more engaging things I get to show off at our booth show is our Glip collaboration solution and how it can help contact center agents get support and help with hard questions and support challenges.

Imagine the disability insurance agents mentioned above: if they were asked about coverage for a specific situation, what if they could get direct access to an expert on that topic to help the customer immediately and fully understand the ins and outs of coverage? How much better is that than making the customer wait on pins and needles while a rep checks offline and has to call the customer back? Imagine how difficult it would be to gather up your courage to make the call to give someone information that will have such a huge impact on their life. With Glip, that second call may not be needed—the agent can get an answer in the moment, while the customer is still on the phone.

Glip allows for persistent communications between teams. It can be used for real-time access to experts to help solve tough customer problems and increase first-call resolution. It can be used directly with customers to share complex information or work through a multistep process. I’m excited to bring this capability to Vegas to see what sort of uses folks in the real world would bring to this capability.

It is clear that building seamless customer experiences and boosting customer engagement and satisfaction is top of mind for all businesses who want to succeed. It excites me that RingCentral is at the forefront of delivering these experiences.

Come by and say hi

If you are coming to Call Center Week, please stop by our booth, #1307. I’d love to meet you and talk about RingCentral Contact Center, our cloud-based contact center solution, and how connecting your contact center and your unified communications solutions can make a significant difference to your business. We can also show you a demo of how Glip can impact how you serve your customers.

On Wednesday, June 28, I presented in a table-top session: “Boost Workforce Productivity and Strengthen CX: Cloud-Based Communications and Collaboration” in Montego, room 6. In this session, I discussed how collaboration tools can make a difference for the contact center and for customer engagement in general, and we explored the implications and benefits of collaboration capabilities for the contact center.

Look forward to seeing you at the Mirage in Las Vegas and sharing more!