{"id":46377,"date":"2021-01-28T22:18:32","date_gmt":"2021-01-29T06:18:32","guid":{"rendered":"\/us\/en\/blog\/?p=46377"},"modified":"2024-08-08T06:38:03","modified_gmt":"2024-08-08T13:38:03","slug":"new-customers-new-agents-new-challenges-contact-center-2-0","status":"publish","type":"post","link":"\/us\/en\/blog\/new-customers-new-agents-new-challenges-contact-center-2-0\/","title":{"rendered":"New customers, new agents, new challenges: Contact center 2.0"},"content":{"rendered":"<p>Many contact centers are now distributed with most agents working remote \u2014 while dealing with an 800% year-over-year increase in calls. This new work-from-home model brings new challenges as well as the opportunity to make customer service a significant differentiator for your organization.<\/p>\n<p>In a recent discussion on this topic, we spoke with experts Brian Cantor, Principal Analyst of Customer Management Practice at CCW Digital; John Monreal, Sr. Director of Contact Center &amp; Purchasing at ENT &amp; Allergy; Max Ball Director of Product Marketing at RingCentral Contact Center; and host Matt Wujciak, Analyst and Writer at CCW Digital.<\/p>\n<p>Discover how RingCentral customers were able to move their agents home in as quickly as 48 hours, with no adverse impact on their customer experience. In this session, you will learn:<\/p>\n<ul>\n<li>Practical considerations as work-from-home become permanent<\/li>\n<li>Tactics for operationalizing around bots and digital channels<\/li>\n<li>The importance of redefining your agents\u2019 roles<\/li>\n<li>Best practices for keeping your team connected<\/li>\n<\/ul>\n<p>Get a sneak peek at this conversation below and be sure to check out the <a href=\"https:\/\/go.ringcentral.com\/ringcentral-ccw-contact-center-webinar-watch-now.html\">full discussion here<\/a>.<\/p>\n<p>There are many challenges that companies had to overcome in the quick shift to working from home. Since most agents didn\u2019t have a choice about working remotely, companies were able to figure things out on-the-go. To continue having remote success and to encourage agents to move back to the office, you now have to address these issues without adding costs.<\/p>\n<p>\u201cIf we want to continue empowering our agents and achieving productivity,\u201d Cantor said, \u201cwe need to make sure we\u2019re having the right conversations and that we\u2019re connecting with our teams at the right times.\u201d<\/p>\n<p>In a remote <a href=\"https:\/\/www.ringcentral.com\/contact-center.html\">contact center<\/a>, the interactions you facilitate are essential for good morale. Offering incentives through gamification can keep agents engaged and help them feel part of the team.<\/p>\n<p>\u201cEmployees want to come to work and they want to enjoy their job,\u201d Monreal said. \u201cAnd it\u2019s not the gift that they win or the monetary value of the gift they win, it\u2019s the recognition too.\u201d<\/p>\n<p>Along with using technology to meet agent needs, companies also need to rely on their tools to improve customer experiences. Automation and AI offer invaluable benefits, but customers are often slow to embrace them. The key is customer education, he said and using the five Cs of building comfort: cognizance, clarity, credibility, conversation, and concession.<\/p>\n<p>\u201cIf you put all those together, you\u2019re going to be able to use self-service more strategically in your journey,\u201d Cantor said. \u201cMost importantly, customers will feel like they\u2019re choosing these channels rather than being forced into them.\u201d<\/p>\n<p>Technology can also provide insights into your customers, especially for remote contact centers. You can\u2019t walk the floor to monitor interactions audibly, but you can use your analytics to understand how well you\u2019re reaching your customers.<\/p>\n<p>\u201cA lot of our decision-making now is driven purely by numbers,\u201d Cantor said, \u201cand if you don\u2019t have the right numbers in front of you, you can\u2019t make the right decisions and you can\u2019t successfully identify quality.\u201d<\/p>\n<p>This includes decisions about hiring, Ball said. Rather than making hires based on location, companies are now looking for those with the knowledge and empathy to provide great experiences for their customers, as well as the ability to work well from home.<\/p>\n<p>\u201cBeing passionate is one thing, but staying focused while remote is also important,\u201d Monreal said.<\/p>\n<p>As companies improve their new processes and tools in this new age of the contact center, it\u2019s also important to remember the human side of this work. Using regular communication, gamification programs, and hangouts can improve the workplace as long as they are an option, not a requirement, for your employees.<\/p>\n<p>\u201cThe mindset has to be, \u2018We\u2019re doing this to give you a voice and give you a chance to add more value to your life and to your work, not just because we don\u2019t trust you to work independently and we think we need to see you on camera,\u2019\u201d Cantor said. \u201cThat slight mindset shift goes a long way into turning work from home from a flexible source of comfort for agents into an obligation. And if socializing and connection feel like an obligation, you\u2019re totally missing the point.\u201d<\/p>\n<p>Learn more about creating a thriving 2.0 contact center by <a href=\"https:\/\/go.ringcentral.com\/ringcentral-ccw-contact-center-webinar-watch-now.html\">watching the full session here<\/a>.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Many contact centers are now distributed with most agents working remote \u2014 while dealing with an 800% year-over-year increase in calls. This new work-from-home model brings new challenges as well as the opportunity to make customer service a significant differentiator for your organization. In a recent discussion on this topic, we spoke with experts Brian &#8230;<\/p>\n","protected":false},"author":29,"featured_media":46380,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[4],"tags":[],"class_list":["post-46377","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-experience"],"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>New customers, new agents, new challenges: Contact center 2.0 | RingCentral Blog<\/title>\n<meta name=\"description\" content=\"Many contact centers are now distributed with most agents working remote \u2014 while dealing with an 800% year-over-year increase in calls. 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