Roy Atkinson in an experienced writer and analyst, regarded as one of the top influencers in the service and support industry. A certified HDI Support Center Manager, his expert opinion is highly regarded within the community and on an international scale through his blogs, presentations, white papers, and webinars. During the course of this interview, Roy gives us insights on the importance of good customer service, AI/automation strategy, and the right metrics to measure success. Can you introduce yourself and tell us about your background? My current position is a senior writer/analyst for HDI and ICMI

Blog summary: Cloud call center technology is all over the marketplace, but how does it relate to your business? Better understand the benefits –– and how they could help your communication strategy. Key takeaway #1: Those that are slow to adapt to technology trends risk negatively impacting customer satisfaction due to outdated support that can’t handle the changing needs of a modern customer. Key takeaway #2: The right omnichannel cloud contact center software is one of the key choices that directly impact whether customer interactions are full of hurdles or opportunities. Key takeaway #3: ...while having a rockstar

Businesses today experience a continual state of evolution and change to their technology stack. These innovations are often led by IT teams charged with ramping up digital transformation initiatives, leading workflow improvements, and replace aging equipment. In this context, change management today is less about one-off projects and far more focused on the careful design of innovative IT stacks built for scale. As businesses grow, their interpretation of change management matures as well. Early on, IT change management can be seen as managing to-do lists, communication strategies, and training end users. With company maturity, focus shifts to include aligning business metrics to every initiative. But even so, none of

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


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