It has been estimated that in 2019, over $1.2 trillion will be spent on digital transformation initiatives. For teams tasked with driving digital transformation, customer experience (CX) is often viewed as the primary driver for change. Improving customer experience is critical to business growth, but what about the experience of the teams tasked with supporting customers? While businesses look to digital technologies to solve customer problems, driving employee engagement is often relegated to perks like gym memberships, break room snacks, free lunches, and the other vestiges of a modern workplace. While these are definitely nice-to-have, are they really improving the day to day

In a recent Harvard Business Review (HBR) article on digital transformation (DT), authors Behnam Tabrizi, Ed Lam, Kirk Girard, and Vernon Irvin shared best practices for leading digital transformation in organizations. With companies planning to spend more than $1.3 trillion on DT initiatives in 2019 alone, and only 70% expected to reach the desired outcomes, there is a clear disconnect between what needs to be done and how to make it happen. Of the many strong statements made in the article, two key points stood out to me most of all. The first one is about why DT

The modern call center has moved to the cloud, and it’s never looking back. Evolving from Contact Center 1.0, which was heavily grounded in physical infrastructure and significant budget demands, Contact Center 2.0 is agile, lean, and able to adapt to customer demands with much less friction. We defined Contact Center 1.0 and its many limitations in the previous blog in this series.. Now, we’ll look at five of the key Contact Center 2.0 benefits that cloud technology is delivering to the contact center. 1. Keeping Costs Affordable One of the most significant benefits of cloud technology is that it drives down

Spring can mean many things to many people. For some, it’s a time to plant flowers. For others, it’s a time to set their clocks ahead by an hour (except in Arizona, which strikes us as both odd and cool at the same time). And yet others see it as a time of obsessing over cleaning, for reasons we can’t understand. For RingCentral, however, spring is a time of renewed and refreshed cloud communications and collaboration. So just in time for spring, our latest RingCentral Office® release includes a bevy of new features designed to help your organization work as one to better serve your customers. Global updates: Puerto Rico

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