It’s often said that productive employees are happy employees, and happy employees take care of their customers. When you give your front-line employees a single communications platform for effectively connecting with customers and co-workers, productivity goes up and great customer experiences are the result. CIOs and leaders from customer support and lines of business must understand that employee engagement and customer satisfaction are intrinsically connected; and to be effective, your communications platform needs to address both to create a seamless experience. At Enterprise Connect 2019, held March 18-21 in Orlando, RingCentral will showcase how a

Our new survey explores the factors that contribute to great customer and employee experiences. In our blog post last week we examined the results, explored how a seamless communications platform can help shrink the gap between customer expectations and a company's ability to respond effectively, and in so doing increase overall customer satisfaction and company profitability. Our research uncovered how the customer experience is impacted by the communications challenges frontline employees face. Let’s take a deeper dive into the frontline employee experience, as well as what companies can do to better engage and support them. The gap between expectation and reality For most companies,

Here's a situation most people will find familiar: You buy a product, and when it finally arrives, there’s something wrong with it—for instance, it was damaged in shipping or doesn’t operate as advertised. Mildly frustrated, you open the company’s mobile app to send a message but discover no such messaging capabilities exist. So then, you reach out through Facebook, but nobody answers. Finally, you bite the bullet and try to find the company’s service phone number on their website. Ten minutes after searching, you find it and call in. Once you get an actual human being on the other side of the phone—which happens after navigating numerous automated

Businesses everywhere are migrating to cloud-based phone systems for the many advantages they deliver. A cloud phone system marries the best of traditional telephony—high standards for call quality, security, and carrier-grade reliability—with the mobility and flexibility enabled by Voice over Internet Protocol (VoIP) technology. But not all phone systems are created equal. In this post, we will focus on one of the critical features that differentiate best-in-class cloud PBX systems from the competition: call quality. The high cost of poor call quality Unlike traditional on-premises PBX systems, cloud PBX systems unlock the ability to make calls from smartphones, tablets, laptops, and other devices. Facilitating calls over the internet

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