{"id":46317,"date":"2021-01-28T22:37:20","date_gmt":"2021-01-28T22:37:20","guid":{"rendered":"\/us\/en\/blog\/?p=46317"},"modified":"2025-11-24T03:27:48","modified_gmt":"2025-11-24T11:27:48","slug":"set-contact-center-agents-up-for-cx-success-with-contextual-support","status":"publish","type":"post","link":"\/us\/en\/blog\/set-contact-center-agents-up-for-cx-success-with-contextual-support\/","title":{"rendered":"Set contact center agents up for CX success with contextual support"},"content":{"rendered":"<p>Your customers want better experiences with your contact center. At the same time, your agents want to deliver a better customer experience (CX) to them. Yet, if they don\u2019t have the right tools in place, they can\u2019t make that happen.<\/p>\n<p>Chatbots and omnichannel automation tools improve the customer experience by providing agents with contextual information. Read on to learn more about how these tools can help your contact center agents deliver on the promise of better CX.<\/p>\n<h2 class=\"heading h2\">The impact of the customer experience on your business<\/h2>\n<p>Here are some statistics that show the impact of customer experience on businesses:<\/p>\n<ul>\n<li>Each year, American businesses lose <a href=\"https:\/\/www.iperceptions.com\/blog\/customer-experience-statistics\">$1.6 trillion<\/a> to poor customer experience<\/li>\n<li>Customer-centric companies are <a href=\"https:\/\/www.forbes.com\/sites\/blakemorgan\/2019\/09\/24\/50-stats-that-prove-the-value-of-customer-experience\/#354b05b64ef2\">60% more profitable<\/a> than those that aren\u2019t<\/li>\n<li><a href=\"http:\/\/info.microsoft.com\/rs\/157-GQE-382\/images\/EN-CNTNT-Report-DynService-2017-global-state-customer-service-en-au.pdf\">96% of customers<\/a> say customer service is important in their choice to be loyal to a brand<\/li>\n<li><a href=\"https:\/\/www.prnewswire.com\/news-releases\/seventy-seven-percent-of-consumers-feel-inefficient-customer-service-experiences-detract-from-their-quality-of-life-300626778.html\">77% of customers<\/a> say that an inefficient customer experience detracts from their quality of life<\/li>\n<li>Customers only tell an average of nine people about a positive brand experience; in contrast, they\u2019ll tell an average of 16 people about a <a href=\"https:\/\/www2.deloitte.com\/content\/dam\/Deloitte\/us\/Documents\/process-and-operations\/us-cons-the-true-value-of-customer-experiences.pdf\">negative customer experience<\/a><\/li>\n<\/ul>\n<h2 class=\"heading h2\">How the right technology changes the customer experience<\/h2>\n<p>To show how omnichannel automation and chatbots can be implemented to improve the customer experience, we\u2019ll illustrate with an example. Dan buys a smart home thermostat so he can save some money on his utility bill. After he installs it, he\u2019s having trouble programming it. He contacts the manufacturer via online chat.<\/p>\n<p>Dan enters his problem into the chat, and the bot directs the call to a live agent for support. Sarah, a contact center agent, receives Dan\u2019s call and the transcript of his chat so she knows what the problem is without Dan having to repeat the issue.<\/p>\n<p>After taking a few preliminary troubleshooting steps, Sarah realizes that it would be helpful if she could see the exact error message Dan gets when he tries to program the thermostat. Sarah asks Dan to photograph the thermostat with his phone and send her the picture via email. He does, and he sends her the picture. With that information, Sarah determines the cause of the error message and advises Dan exactly how to fix it.<\/p>\n<h2 class=\"heading h2\">How omnichannel automation improves the customer experience<\/h2>\n<p>As we see from the example above, Dan has a positive customer experience because:<\/p>\n<ul>\n<li>He is able to connect with a contact center agent when it is convenient for him<\/li>\n<li>He is able to connect to the contact center agent through the channels of his choice<\/li>\n<li>He provides contextual information to the contact center agent that helps her solve his problem<\/li>\n<\/ul>\n<p>What facilitates that level of customer experience is to have the right technology in place. Thanks to omnichannel automation, Sarah and Dan are easily able to shift communication between channels. Moreover, the right <a href=\"https:\/\/www.ringcentral.com\/contact-center.html\">contact center<\/a> technology allows Sarah to receive supplemental data from Dan (such as photos) that provide her with the necessary contextual information to solve the problem.<\/p>\n<h2 class=\"heading h2\">RingCentral: empowering agents to deliver a better customer experience<\/h2>\n<p><a href=\"https:\/\/www.ringcentral.com\/ca\/en\/contact-center\/overview.html#ring-cc-off\">RingCentral\u2019s contact center technology<\/a> empowers agents to deliver a better customer experience in the following ways:<\/p>\n<ul>\n<li>It offers omnichannel flexibility, so customers can connect through their channel of choice.<\/li>\n<li>It allows contact agents to receive multimedia messages such as images and video so they have the contextual information to help customers.<\/li>\n<li>It gives contact centers the ability to set up chatbots, so customers can still receive help even if a live agent isn\u2019t available.<\/li>\n<li>Chatbots can hand off a customer interaction to a live agent if the interaction becomes too complex for chatbots to handle.<\/li>\n<\/ul>\n<h2 class=\"heading h2\">Agent empowerment: a cornerstone of a positive customer experience<\/h2>\n<p>When agents have the tools they need to do their jobs, customers have a better customer experience. In Microsoft\u2019s 2018 State of <a href=\"https:\/\/info.microsoft.com\/rs\/157-GQE-382\/images\/2018StateofGlobalCustomerServiceReport.pdf\">Global Customer Service Report<\/a>, one-third of customers responded that the most important aspect of good customer service is the agent\u2019s ability to solve a problem in a single interaction, while 31% said the thing that matters most is connecting with a knowledgeable customer service agent.<\/p>\n<p>RingCentral\u2019s contact center technology empowers agents to deliver a better customer experience because omnichannel flexibility allows them to continue the conversation with customers, so they can solve problems faster. Moreover, these tools help agents gain critical contextual information which they otherwise wouldn\u2019t have, so they have a better chance of first call resolution.<\/p>\n<h2 class=\"heading h2\">Chatbots: a huge role in a better customer experience<\/h2>\n<p>Chatbots also play an important role in improving the customer experience. Here\u2019s how customers feel about them:<\/p>\n<ul>\n<li><a href=\"https:\/\/www.drift.com\/learn\/chatbot\/\">35% of customers<\/a> use chatbots to resolve a complaint or problem, or to get detailed answers.<\/li>\n<li><a href=\"https:\/\/www.salesforce.com\/blog\/2018\/01\/why-consumers-prefer-chatbots.html\">69% of customers<\/a> prefer using chatbots because they make it faster for customers to connect with a brand.<\/li>\n<li><a href=\"https:\/\/uberall.com\/en\/press-releases\/study-80-of-consumers-report-chatbot-experiences-as-positive-yet-nearly-60-still-lack-strong-enthusiasm-for-the-technology-according-to-new-uberall-study\">Eight out of ten customers<\/a> who have used chatbots say they had an overall positive customer experience.<\/li>\n<\/ul>\n<p>RingCentral\u2019s chatbot integrations help improve the customer experience because they can handle simple questions that save customers time and effort (and allow agents to focus on higher-value tasks). In addition, they can also gather details about the situation from customers and then pass off the interaction to an agent so the agent has all of the necessary contextual information to handle the issue.<\/p>\n<p>Chatbots can be programmed to be always-on, so if customers have questions after business hours, they can still receive answers. Most importantly, RingCentral\u2019s chatbots are designed with the human touch. Interactions with them aren\u2019t stilted or unnatural. Customers feel like they\u2019re getting the assistance they need so they can resolve their problems, which leads to a better customer experience.<\/p>\n<h2 class=\"heading h2\">RingCentral contact center software: giving agents the tools they need for customer experience success<\/h2>\n<p>RingCentral\u2019s contact center software gives agents the tools they need to deliver amazing customer experiences, which makes customers happier and more loyal to your company. Omnichannel automation and chatbots help agents gather contextual information about a customer issue so they can solve it quickly and effectively.<\/p>\n<div class=\"rc-bottom-cta rc-bottom-cta__landscape\" style=\"background-color:#FF8800;flex-direction: row-reverse;\">\n<div class=\"bottom-cta-img\">\n\t\t\t\t\t<img decoding=\"async\" src=\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/contact-center-representative\/\" class=\"responsive-image\" alt=\"To learn more ...\" >\t\t\t\t<\/div>\n<div class=\"bottom-cta-copy\">\n<div class=\"rc-bottom-cta__text\" style=\"color:ffffff;\">\n<h3\n\t\t\t\t\t\t\t\tclass=\"rc-bottom-cta__title headline-copy\"\n\t\t\t\t\t\t\t\tstyle=\"\"\n\t\t\t\t\t\t>To learn more about how you can improve your customer experience read out ebook: &#8220;The Future of Customer Experience&#8221;.<\/h3>\n<\/p><\/div>\n<div class=\"rc-bottom-cta__btn-wrapper\" style=\"\">\n\t\t\t\t\t\t<a\n\t\t\t\t\t\t\t\tclass=\"btn btn-primary btn-lg rc-bottom-cta__link\"\n\t\t\t\t\t\t\t\ttitle=\"Download our eBook\"\n\t\t\t\t\t\t\t\thref=\"https:\/\/www.ringcentral.com\/future-of-customer-experience.html\"\n\t\t\t\t\t\t\t\tdata-dl-name=\"Download our eBook\"\n\t\t\t\t\t\t\t\tdata-dl-element=\"button\"\n\t\t\t\t\t\t\t\tdata-dl-additional-info=\"bottom cta banner\"\n\t\t\t\t\t\t\t\tdata-no-auto-dl=\"true\"\n\t\t\t\t\t\t\t\tstyle=\"\"\n\t\t\t\t\t\t\t\tonmouseover=\"\"\n\t\t\t\t\t\t\t\tonmouseout=\"this.style.backgroundColor='';this.style.borderColor='';this.style.color='';\"\n\t\t\t\t\t\t>Download our eBook<\/a>\n\t\t\t\t\t<\/div>\n<\/p><\/div>\n<\/p><\/div>\n","protected":false},"excerpt":{"rendered":"<p>Your customers want better experiences with your contact center. At the same time, your agents want to deliver a better customer experience (CX) to them. Yet, if they don\u2019t have the right tools in place, they can\u2019t make that happen. Chatbots and omnichannel automation tools improve the customer experience by providing agents with contextual information. &#8230;<\/p>\n","protected":false},"author":29,"featured_media":46318,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[4,43337],"tags":[2088],"class_list":["post-46317","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-experience","category-service-support","tag-support"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v19.3 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Set contact center agents up for CX success with contextual support | RingCentral Blog<\/title>\n<meta name=\"description\" content=\"With chatbots and omnichannel flexibility, contact center agents gain contextual information to help customers.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/set-contact-center-agents-up-for-cx-success-with-contextual-support\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Set contact center agents up for CX success with contextual support\" \/>\n<meta property=\"og:description\" content=\"With chatbots and omnichannel flexibility, contact center agents gain contextual information to help customers.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/set-contact-center-agents-up-for-cx-success-with-contextual-support\/\" \/>\n<meta property=\"og:site_name\" content=\"RingCentral Blog\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/ringcentral\" \/>\n<meta property=\"article:published_time\" content=\"2021-01-28T22:37:20+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-11-24T11:27:48+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/wp-content\/uploads\/2021\/01\/bigstock-Young-business-woman-using-lap-361603828.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"930\" \/>\n\t<meta property=\"og:image:height\" content=\"700\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"RingCentral Team\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@ringcentral\" \/>\n<meta name=\"twitter:site\" content=\"@ringcentral\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"RingCentral Team\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"5 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/set-contact-center-agents-up-for-cx-success-with-contextual-support\/#article\",\"isPartOf\":{\"@id\":\"\/us\/en\/blog\/set-contact-center-agents-up-for-cx-success-with-contextual-support\/\"},\"author\":{\"name\":\"RingCentral Team\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/person\/65a168321317ffd562e0d77745f1b358\"},\"headline\":\"Set contact center agents up for CX success with contextual support\",\"datePublished\":\"2021-01-28T22:37:20+00:00\",\"dateModified\":\"2025-11-24T11:27:48+00:00\",\"mainEntityOfPage\":{\"@id\":\"\/us\/en\/blog\/set-contact-center-agents-up-for-cx-success-with-contextual-support\/\"},\"wordCount\":1053,\"publisher\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#organization\"},\"image\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/set-contact-center-agents-up-for-cx-success-with-contextual-support\/#primaryimage\"},\"thumbnailUrl\":\"\/us\/en\/blog\/wp-content\/uploads\/2021\/01\/bigstock-Young-business-woman-using-lap-361603828.jpg\",\"keywords\":[\"support\"],\"articleSection\":[\"Customer &amp; employee experience\",\"Service &amp; support\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"\/us\/en\/blog\/set-contact-center-agents-up-for-cx-success-with-contextual-support\/\",\"url\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/set-contact-center-agents-up-for-cx-success-with-contextual-support\/\",\"name\":\"Set contact center agents up for CX success with contextual support | RingCentral Blog\",\"isPartOf\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/set-contact-center-agents-up-for-cx-success-with-contextual-support\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/set-contact-center-agents-up-for-cx-success-with-contextual-support\/#primaryimage\"},\"thumbnailUrl\":\"\/us\/en\/blog\/wp-content\/uploads\/2021\/01\/bigstock-Young-business-woman-using-lap-361603828.jpg\",\"datePublished\":\"2021-01-28T22:37:20+00:00\",\"dateModified\":\"2025-11-24T11:27:48+00:00\",\"description\":\"With chatbots and omnichannel flexibility, contact center agents gain contextual information to help customers.\",\"breadcrumb\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/set-contact-center-agents-up-for-cx-success-with-contextual-support\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/set-contact-center-agents-up-for-cx-success-with-contextual-support\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/set-contact-center-agents-up-for-cx-success-with-contextual-support\/#primaryimage\",\"url\":\"\/us\/en\/blog\/wp-content\/uploads\/2021\/01\/bigstock-Young-business-woman-using-lap-361603828.jpg\",\"contentUrl\":\"\/us\/en\/blog\/wp-content\/uploads\/2021\/01\/bigstock-Young-business-woman-using-lap-361603828.jpg\",\"width\":930,\"height\":700,\"caption\":\"Young business woman using laptop and talking on cellphone\"},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/set-contact-center-agents-up-for-cx-success-with-contextual-support\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"\/us\/en\/blog\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Set contact center agents up for CX success with contextual support\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#website\",\"url\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/\",\"name\":\"RingCentral Blog\",\"description\":\"Intelligent Communications\",\"publisher\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-US\"},{\"@type\":\"Organization\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#organization\",\"name\":\"RingCentral\",\"url\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/logo\/image\/\",\"url\":\"\/us\/en\/blog\/wp-content\/uploads\/2025\/04\/ringcentral-logo.png\",\"contentUrl\":\"\/us\/en\/blog\/wp-content\/uploads\/2025\/04\/ringcentral-logo.png\",\"width\":2048,\"height\":309,\"caption\":\"RingCentral\"},\"image\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/logo\/image\/\"},\"sameAs\":[\"https:\/\/www.facebook.com\/ringcentral\",\"https:\/\/x.com\/ringcentral\",\"https:\/\/www.linkedin.com\/company\/ringcentral\/\",\"https:\/\/www.instagram.com\/ringcentral\"]},{\"@type\":\"Person\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/person\/65a168321317ffd562e0d77745f1b358\",\"name\":\"RingCentral Team\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/secure.gravatar.com\/avatar\/9a8d989fa7e72af5bd5cf487cf7080318b695de4be89de382c5e64305dd0249c?s=96&d=mm&r=g\",\"url\":\"https:\/\/secure.gravatar.com\/avatar\/9a8d989fa7e72af5bd5cf487cf7080318b695de4be89de382c5e64305dd0249c?s=96&d=mm&r=g\",\"contentUrl\":\"https:\/\/secure.gravatar.com\/avatar\/9a8d989fa7e72af5bd5cf487cf7080318b695de4be89de382c5e64305dd0249c?s=96&d=mm&r=g\",\"caption\":\"RingCentral Team\"},\"sameAs\":[\"https:\/\/www.ringcentral.com\"],\"url\":\"\/us\/en\/blog\/author\/ringcentral-team\/\"}]}<\/script>\n<!-- \/ Yoast SEO Premium plugin. -->","yoast_head_json":{"title":"Set contact center agents up for CX success with contextual support | RingCentral Blog","description":"With chatbots and omnichannel flexibility, contact center agents gain contextual information to help customers.","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.ringcentral.com\/us\/en\/blog\/set-contact-center-agents-up-for-cx-success-with-contextual-support\/","og_locale":"en_US","og_type":"article","og_title":"Set contact center agents up for CX success with contextual support","og_description":"With chatbots and omnichannel flexibility, contact center agents gain contextual information to help customers.","og_url":"https:\/\/www.ringcentral.com\/us\/en\/blog\/set-contact-center-agents-up-for-cx-success-with-contextual-support\/","og_site_name":"RingCentral Blog","article_publisher":"https:\/\/www.facebook.com\/ringcentral","article_published_time":"2021-01-28T22:37:20+00:00","article_modified_time":"2025-11-24T11:27:48+00:00","og_image":[{"width":930,"height":700,"url":"https:\/\/www.ringcentral.com\/us\/en\/blog\/wp-content\/uploads\/2021\/01\/bigstock-Young-business-woman-using-lap-361603828.jpg","type":"image\/jpeg"}],"author":"RingCentral Team","twitter_card":"summary_large_image","twitter_creator":"@ringcentral","twitter_site":"@ringcentral","twitter_misc":{"Written by":"RingCentral Team","Est. reading time":"5 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/set-contact-center-agents-up-for-cx-success-with-contextual-support\/#article","isPartOf":{"@id":"\/us\/en\/blog\/set-contact-center-agents-up-for-cx-success-with-contextual-support\/"},"author":{"name":"RingCentral Team","@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/person\/65a168321317ffd562e0d77745f1b358"},"headline":"Set contact center agents up for CX success with contextual support","datePublished":"2021-01-28T22:37:20+00:00","dateModified":"2025-11-24T11:27:48+00:00","mainEntityOfPage":{"@id":"\/us\/en\/blog\/set-contact-center-agents-up-for-cx-success-with-contextual-support\/"},"wordCount":1053,"publisher":{"@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#organization"},"image":{"@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/set-contact-center-agents-up-for-cx-success-with-contextual-support\/#primaryimage"},"thumbnailUrl":"\/us\/en\/blog\/wp-content\/uploads\/2021\/01\/bigstock-Young-business-woman-using-lap-361603828.jpg","keywords":["support"],"articleSection":["Customer &amp; employee experience","Service &amp; support"],"inLanguage":"en-US"},{"@type":"WebPage","@id":"\/us\/en\/blog\/set-contact-center-agents-up-for-cx-success-with-contextual-support\/","url":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/set-contact-center-agents-up-for-cx-success-with-contextual-support\/","name":"Set contact center agents up for CX success with contextual support | RingCentral Blog","isPartOf":{"@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#website"},"primaryImageOfPage":{"@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/set-contact-center-agents-up-for-cx-success-with-contextual-support\/#primaryimage"},"image":{"@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/set-contact-center-agents-up-for-cx-success-with-contextual-support\/#primaryimage"},"thumbnailUrl":"\/us\/en\/blog\/wp-content\/uploads\/2021\/01\/bigstock-Young-business-woman-using-lap-361603828.jpg","datePublished":"2021-01-28T22:37:20+00:00","dateModified":"2025-11-24T11:27:48+00:00","description":"With chatbots and omnichannel flexibility, contact center agents gain contextual information to help customers.","breadcrumb":{"@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/set-contact-center-agents-up-for-cx-success-with-contextual-support\/#breadcrumb"},"inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/set-contact-center-agents-up-for-cx-success-with-contextual-support\/"]}]},{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/set-contact-center-agents-up-for-cx-success-with-contextual-support\/#primaryimage","url":"\/us\/en\/blog\/wp-content\/uploads\/2021\/01\/bigstock-Young-business-woman-using-lap-361603828.jpg","contentUrl":"\/us\/en\/blog\/wp-content\/uploads\/2021\/01\/bigstock-Young-business-woman-using-lap-361603828.jpg","width":930,"height":700,"caption":"Young business woman using laptop and talking on cellphone"},{"@type":"BreadcrumbList","@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/set-contact-center-agents-up-for-cx-success-with-contextual-support\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"\/us\/en\/blog\/"},{"@type":"ListItem","position":2,"name":"Set contact center agents up for CX success with contextual support"}]},{"@type":"WebSite","@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#website","url":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/","name":"RingCentral Blog","description":"Intelligent Communications","publisher":{"@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-US"},{"@type":"Organization","@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#organization","name":"RingCentral","url":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/","logo":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/logo\/image\/","url":"\/us\/en\/blog\/wp-content\/uploads\/2025\/04\/ringcentral-logo.png","contentUrl":"\/us\/en\/blog\/wp-content\/uploads\/2025\/04\/ringcentral-logo.png","width":2048,"height":309,"caption":"RingCentral"},"image":{"@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/logo\/image\/"},"sameAs":["https:\/\/www.facebook.com\/ringcentral","https:\/\/x.com\/ringcentral","https:\/\/www.linkedin.com\/company\/ringcentral\/","https:\/\/www.instagram.com\/ringcentral"]},{"@type":"Person","@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/person\/65a168321317ffd562e0d77745f1b358","name":"RingCentral Team","image":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/secure.gravatar.com\/avatar\/9a8d989fa7e72af5bd5cf487cf7080318b695de4be89de382c5e64305dd0249c?s=96&d=mm&r=g","url":"https:\/\/secure.gravatar.com\/avatar\/9a8d989fa7e72af5bd5cf487cf7080318b695de4be89de382c5e64305dd0249c?s=96&d=mm&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/9a8d989fa7e72af5bd5cf487cf7080318b695de4be89de382c5e64305dd0249c?s=96&d=mm&r=g","caption":"RingCentral Team"},"sameAs":["https:\/\/www.ringcentral.com"],"url":"\/us\/en\/blog\/author\/ringcentral-team\/"}]}},"rc_img_url":"\/us\/en\/blog\/wp-content\/uploads\/2021\/01\/bigstock-Young-business-woman-using-lap-361603828.jpg","rcblog_by_author":"<a href=\"\/us\/en\/blog\/author\/ringcentral-team\/amp\" data-dl-events-click=\"true\" data-dl-element=\"link\"><span class=\"image\"><img src=\"https:\/\/secure.gravatar.com\/avatar\/9a8d989fa7e72af5bd5cf487cf7080318b695de4be89de382c5e64305dd0249c?s=96&d=mm&r=g\" alt=\"\" width=\"30\" height=\"30\" layout=\"fixed\"><\/img><\/span><span class=\"by-author-name\">RingCentral Team<\/span><\/a>","rc_author_full_name":"RingCentral Team","rc_author_avatar":"\/us\/en\/blog\/wp-content\/uploads\/2022\/02\/ringcentral-logo-new.png","rc_author_link":"\/us\/en\/blog\/author\/ringcentral-team\/amp","rc_post_categories":"<a href=\"\/us\/en\/blog\/category\/trending\/customer-experience\/amp\">Customer &amp; employee experience<\/a><a href=\"\/us\/en\/blog\/category\/roles\/service-support\/amp\">, Service &amp; support<\/a>","amp_link":"\/us\/en\/blog\/set-contact-center-agents-up-for-cx-success-with-contextual-support\/amp","excerpt_title":"Set contact center agents up for CX success with contextu...","_links":{"self":[{"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/posts\/46317","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/users\/29"}],"replies":[{"embeddable":true,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/comments?post=46317"}],"version-history":[{"count":0,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/posts\/46317\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/media\/46318"}],"wp:attachment":[{"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/media?parent=46317"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/categories?post=46317"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/tags?post=46317"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}