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As cloud communications companies like RingCentral and inContact have matured, the contact center world has been seeing an increasingly rapid move to the cloud. At the same time we see a trend away from traditional contact center metrics like average handle time, and towards newer, customer-focused metrics like customer satisfaction, or CSAT. Taken together, these two movements are bringing about real change in the contact center. The first change we see with increasing frequency is that of the “relationship agent.” Large contact centers have traditionally been characterized by anonymity - a customer could call the contact center ten times and never get the same agent twice. This

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As organizations continue to migrate their IT infrastructures and applications to the cloud, I’ve noticed something interesting happening. Initially, the migration was driven by sales and marketing. Yes, some insightful IT and business managers saw the value proposition of the cloud early on—lower costs, the off-loading of hardware ownership and maintenance of equipment, automated software upgrades, responsibility for security, business continuity and more. Until recently, though, education and persuasion were required to give other organizations the confidence to take the leap. Lately, I’ve noticed a “bubble-up” effect in which organizations are initiating conversations with their trusted IT advisors (channel partners) about moving not just core data-driven applications, but also their

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MyOutDesk helps real estate professionals focus on selling, with the help of virtual assistants (VAs) who handle administrative tasks like managing MLS listings, short-sale processing, filling out forms, and calling prospects. RingCentral communication and collaboration tools make the VAs more productive and give them a close personal connection to their clients—even though their clients are thousands of miles away. Founded in 2008 with 30 VAs, MyOutDesk now employs more than 1,800, with 95% based in the Philippines. They serve more than 1,000 real estate agents and brokers across the US. Close communication is essential By definition, a virtual assistant acts like an extension of the client’s organization. That means close communication

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Bret Knobelauch is Vice President of Sales at ProsperWorks, a CRM company whose solution was built based on the belief that CRM should be seamlessly integrated into employees’ most frequently used tools. As Vice President of Sales, he’s heavily focused on making it easier for sales reps to sell more, more quickly. We spoke with Bret recently about ProsperWorks, his approach to increasing the productivity and efficiency of his salespeople, and how integrating core business applications like ProsperWorks CRM with Google Apps for Work and his RingCentral business communications solution enables him to optimize his employees’ performance. RingCentral: Tell us about ProsperWorks—your business model, technology, products and services. Bret: ProsperWorks is a

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