{"id":46944,"date":"2021-03-09T10:10:11","date_gmt":"2021-03-09T18:10:11","guid":{"rendered":"\/us\/en\/blog\/?p=46944"},"modified":"2024-08-23T07:01:08","modified_gmt":"2024-08-23T14:01:08","slug":"exploring-the-customer-centric-contact-center","status":"publish","type":"post","link":"\/us\/en\/blog\/exploring-the-customer-centric-contact-center\/","title":{"rendered":"Exploring the customer-centric contact center"},"content":{"rendered":"<p>The concept of the customer experience has grown in importance over the past decade. Yet, other trends have arisen that can affect the customer experience, such as the development of the <a href=\"https:\/\/www.ringcentral.com\/remote-contact-center\/\">remote contact center<\/a>. How is it possible to create a customer-centric contact center when employees and supervisors aren\u2019t in the same physical location?<\/p>\n<p>In this article, we\u2019ll explore how it\u2019s possible to ensure a positive customer experience by building your contact center on a customer-centric foundation.<\/p>\n<h2 class=\"heading h2\">What does a positive customer experience look like at a contact center?<\/h2>\n<p>To understand how to build a customer-centric contact center, let\u2019s first illustrate what a positive customer experience at a contact center looks like.<\/p>\n<p>Laura recently purchased a digital frame to display pictures of her family. She uploaded the pictures to the frame, yet the frame won\u2019t display two of the eight photos she\u2019s chosen. Laura calls the contact center.<\/p>\n<p>After a ring or two, an automated message informs Laura agents are helping other customers, and she has a few options:<\/p>\n<ul>\n<li aria-level=\"1\">To turn to the self-service options on the company\u2019s website<\/li>\n<li aria-level=\"1\">To start a chat on Facebook with a customer service representative<\/li>\n<li aria-level=\"1\">To leave her number with the automated system so she can get a call back as soon as an agent is available<\/li>\n<\/ul>\n<p>Laura decides to leave her phone number so an agent can call her back. After 45 minutes, an agent calls her, and he\u2019s able to solve the problem quickly. Laura doesn\u2019t realize that the agent works from home, but it wouldn\u2019t make much of a difference to her; all she cares about is that her issue received the attention and resolution it deserved.<\/p>\n<hr \/>\n<p>\ud83d\ude03<b>\u00a0 <\/b>\ud83d\ude20<b>\u00a0 <\/b>\ud83d\ude23<b>\u00a0 Your first chance to make a good impression is your only chance to make an impression <\/b>\ud83d\ude03<b>\u00a0 <\/b>\ud83d\ude20<b>\u00a0 <\/b>\ud83d\ude23<\/p>\n<p>1\/3 of your customers will leave after just one <b>bad<\/b> experience! See how RingCentral contact center helped these 6 companies better serve their customers<\/p>\n<div class=\"download-form-widget enterprise-download-form\" data-url=\"https:\/\/netstorage.ringcentral.com\/ebook\/how-rc-helped-6-companies.pdf\" data-id=\"69d115aed7cbc\" id=\"69d115aed7cbc\">\n\t\t<button tabindex=\"on\"  on=\"tap:69d115aed7cbc.toggleClass(class='open')\" class=\"open-modal-download-action download-form-button\" type=\"submit\">Get the eBook<\/button><\/p>\n<div class=\"download-form-modal\">\n<div class=\"download-form-modal-body\">\n<div class=\"download-form-modal-content\">\n<div class=\"download-form-modal-title\">How RingCentral helped these 6 companies better serve their customers<\/div>\n<form class=\"download-form ENTERPRISE\" method=\"post\">\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<input class=\"download-form-input\" aria-label=\"Full Name\" aria-required=\"true\" aria-invalid=\"false\" type=\"text\" name=\"fullname\" placeholder=\"Full Name\" data-dl-events-hover=\"true\" data-dl-element=\"text\" data-dl-additional-info=\"enterprise download form\">\n\t\t\t\t\t\t<\/div>\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<input class=\"download-form-input\" aria-label=\"Email (please enter a work email address)\" aria-required=\"true\" aria-invalid=\"false\" type=\"email\" autocomplete=\"on\" name=\"email\" placeholder=\"Email (please enter a work email address)\" data-dl-events-hover=\"true\" data-dl-element=\"email\" data-dl-additional-info=\"enterprise download form\">\n\t\t\t\t\t\t<\/div>\n<div>\n\t\t\t\t\t\t\t<input type=\"hidden\" name=\"popup_form\" value=\"1\">\n\t\t\t\t\t\t<\/div>\n<div>\n\t\t\t\t\t\t\t<input type=\"hidden\" name=\"Lead_Entry_Source__c\" value=\"RC Blog Enterprise\" class=\"download-form-input\"\/>\n\t\t\t\t\t\t<\/div>\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<button class=\"download-form-submit\" type=\"submit\" data-dl-element=\"button\" data-no-auto-dl=\"true\" data-dl-additional-info=\"enterprise download form\" data-dl-name=\"Take me to it\">Take me to it<\/button>\n\t\t\t\t\t\t<\/div>\n<\/p><\/form>\n<p> \t\t\t\t\t<button on=\"tap:69d115aed7cbc.toggleClass(class='open')\" role=\"button\" tabindex=\"0\"  class=\"download-form-modal-close\"><\/button>\n\t\t\t\t<\/div>\n<div class=\"download-form-modal-thank\"> Happy reading!<\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/p><\/div>\n<hr \/>\n<h2 class=\"heading h2\">What is the foundation of a customer-centric, remote contact center?<\/h2>\n<p>How was the contact center in the example above able to offer Laura a positive customer experience? The answer lies in the foundation of a customer-centric remote contact center: <a href=\"https:\/\/www.ringcentral.com\/contact-center\/overview.html#ring-cc-off\">the right contact center software<\/a>.<\/p>\n<p>The right contact center software:<\/p>\n<ul>\n<li aria-level=\"1\">Runs in the cloud, so it provides agents and supervisors greater flexibility to work from where they want and ensures business continuity<\/li>\n<li aria-level=\"1\">Provides agents the tools they need to deliver excellent support<\/li>\n<li aria-level=\"1\">Features intelligent routing to connect customers to the right agents with the correct skill set to handle their question or issue<\/li>\n<li aria-level=\"1\">Features omnichannel support so that customers can connect with the business on the channel of their choice<\/li>\n<li aria-level=\"1\">Allows customers to utilize self-service capabilities such as knowledge bases and chat bots<\/li>\n<li aria-level=\"1\">Provides analytics in both historical reports and real-time to contact center supervisors and admins insights into agent performance and customer satisfaction<\/li>\n<\/ul>\n<h2 class=\"heading h2\">The right contact center software runs in the cloud<\/h2>\n<p>Contact center software that empowers a positive customer experience runs in the cloud. There are two benefits you gain from this:<\/p>\n<ul>\n<li aria-level=\"1\">Business continuity<\/li>\n<li aria-level=\"1\">Flexibility for supervisors and agents<\/li>\n<\/ul>\n<p>In the spring of 2020, the global pandemic shuttered businesses across the world. <a href=\"https:\/\/www.t-mobile.com\/news\/un-carrier\/tex-covid-response-callie-field-blog\">Contact centers<\/a> weren\u2019t immune. At the same time, there was a greater demand for contact centers than ever \u2013 <a href=\"https:\/\/www.orange-business.com\/en\/magazine\/contact-center-continuity-essential-covid-19-crisis\">volume increased 20%<\/a> across the industry (with airlines and hotels seeing the highest spikes). Cloud contact centers enabled agents and supervisors to continue working safely.<\/p>\n<p>Even when there isn\u2019t a public healthcare crisis raging, cloud <a href=\"https:\/\/www.ringcentral.com\/contact-center.html\">contact centers<\/a> make sense; they provide flexibility for supervisors and agents. Research shows that on-premises agents have a retention rate of 25%, while agents who work from home have an <a href=\"https:\/\/ww2.frost.com\/files\/7314\/0985\/8803\/At-Home_Agents_A_Model_for_the_Future.pdf\">80% retention rate<\/a>.<\/p>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-46945\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2021\/03\/woman-smiling-while-wearing-headset.jpg\" alt=\"Woman smiling while wearing headset\" width=\"600\" height=\"399\" \/><\/p>\n<h2 class=\"heading h2\">The right contact center software gives agents the tools they need to support customers<\/h2>\n<p>Cloud contact center software <a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/building-a-collaborative-culture-for-your-contact-center\/\">boosts collaboration<\/a> between agents and their colleagues in other departments. The traditional call center environment wasn\u2019t set up with collaboration in mind; agents were in a silo, and it was difficult to get help from other departments.<\/p>\n<p>With cloud contact center software, agents can easily connect to their colleagues. This software has a built-in internal directory with a presence indicator, so agents can reach out to those at the company with the right answers.<\/p>\n<div class=\"rc-subscribe\" id=\"new-rc-subscribe\"  style=\"background-image:url('\/us\/en\/blog\/wp-content\/themes\/ringcentral\/assets\/images\/temp\/subscribe.png')\">\n\t\t<button class=\"close js-popup-close\"><svg class=\"icon_close_mobile\" width=\"20\" height=\"20\"><use xlink:href=\"#icon_close_mobile\"><\/use><\/svg><\/button><\/p>\n<div class=\"rc-subscribe__wrapper\">\n<div class=\"rc-subscribe__wrapper_text\">\n<h3 class=\"rc-subscribe__title h2\">Stay informed with RingCentral<\/h3>\n<div class=\"rc-subscribe__subtitle\">Subscribe to our emails for the latest blogs, events, and exclusive content on AI-powered communication solutions. Stay ahead with insights and tips from the leader in trusted AI communications.<\/p>\n<p>\t\t\t\t\t<a href=\"https:\/\/www.ringcentral.com\/legal\/privacy-notice.html\" target=\"_blank\" data-dl-name=\"Privacy Notic\" data-dl-element=\"link\" data-dl-additional-info=\"social\" rel=\"noreferrer noopener\">Privacy Notice<\/a>\n\t\t\t\t<\/div>\n<\/p><\/div>\n<div class=\"rc-subscribe__wrapper_form\">\n<form class=\"\" data-event-init=\"true\" novalidate data-js-form>\n<div class=\"rc-subscribe__row\">\n\t\t\t\t\t\t<input\n\t\t\t\t\t\t\t\tname=\"email\"\n\t\t\t\t\t\t\t\tplaceholder=\"Email address *\"\n\t\t\t\t\t\t\t\ttitle=\"Must be valid email. example@yourdomain.com\"\n\t\t\t\t\t\t\t\tminlength=\"4\"\n\t\t\t\t\t\t\t\tmaxlength=\"255\"\n\t\t\t\t\t\t\t\ttype=\"email\"\n\t\t\t\t\t\t\t\trequired\n\t\t\t\t\t\t\t\tpattern=\"[a-z0-9._%+\\-]+@[a-z0-9.\\-]+\\.[a-z]{2,}$\"\n\t\t\t\t\t\t\t\tclass=\"field__control\"\n\t\t\t\t\t\t\t\tautocomplete=\"on\"\n\t\t\t\t\t\t\t\taria-required=\"true\"\n\t\t\t\t\t\t\t\tdata-dl-events-hover=\"true\"\n\t\t\t\t\t\t\t\tdata-dl-element=\"email\"\n\t\t\t\t\t\t\t\tdata-dl-additional-info=\"LET'S WORK TOGETHER\"\n\t\t\t\t\t\t\t\taria-label=\"Email address *\"\n\t\t\t\t\t\t\t\taria-errormessage=\"email-subscribe-errors\"\n\t\t\t\t\t\t><br \/>\n\t\t\t\t\t\t<span class=\"field__errors\" id=\"email-subscribe-errors\" data-js-form-field-errors><\/span>\n\t\t\t\t\t<\/div>\n<div class=\"rc-subscribe__row\">\n\t\t\t\t\t\t<select\n\t\t\t\t\t\t\t\tname=\"Country__c\"\n\t\t\t\t\t\t\t\trequired\n\t\t\t\t\t\t\t\tclass=\"field__control\"\n\t\t\t\t\t\t\t\taria-required=\"true\"\n\t\t\t\t\t\t\t\taria-expanded=\"false\"\n\t\t\t\t\t\t\t\taria-label=\"Country *\"\n\t\t\t\t\t\t\t\taria-errormessage=\"country-subscribe-errors\"\n\t\t\t\t\t\t><option value=\"\" disabled=\"disabled\" selected=\"selected\">Country<\/option><option value=\"Canada\">Canada<\/option><option value=\"United_States\">United States<\/option><\/select><\/p>\n<p>\t\t\t\t\t\t<span class=\"field__errors\" id=\"country-subscribe-errors\" data-js-form-field-errors><\/span>\n\t\t\t\t\t<\/div>\n<div class=\"rc-subscribe__row\">\n\t\t\t\t\t\t<button type=\"submit\" data-event-init=\"true\">Subscribe<\/button>\n\t\t\t\t\t<\/div>\n<\/p><\/form>\n<\/p><\/div>\n<\/p><\/div>\n<div class=\"confirm-form\" role=\"status\" aria-live=\"polite\" style=\"display: none;\" aria-hidden=\"true\">\n<div class=\"confirm-form__text\">Thank you for your interest in RingCentral<\/div>\n<\/p><\/div>\n<\/p><\/div>\n<h2 class=\"heading h2\">Intelligent routing sends customers to the right agents<\/h2>\n<p>Research from CITE revealed that <a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/ex-cx-why-theyre-better-together\/\">41% of customers<\/a> stopped using a service or product after they were passed from rep to rep during an interaction.<\/p>\n<p>Intelligent routing ensures that customers interact with an agent that can help them. They won\u2019t get passed off from agent to agent, which streamlines the customer experience.<\/p>\n<h2 class=\"heading h2\">The right contact center software features omnichannel support<\/h2>\n<p>On any given day, <a href=\"https:\/\/www.business2community.com\/strategy\/3-strategies-wow-customers-omnichannel-experiences-01850534\">98% of customers<\/a> jump between channels and devices throughout a 24-hour period. They might start a conversation in a chat, then finish it through an email or video conference. Today\u2019s customers want the flexibility to connect with brands through their preferred channel.<\/p>\n<p>Cloud contact center software supports multiple channels, so customers can reach out to you how they want, when they want.<\/p>\n<h2 class=\"heading h2\">The right contact center software provides self-service capabilities for customers<\/h2>\n<p><a href=\"https:\/\/templatelab.com\/american-express-study\/\">Over 60% of American<\/a> consumers prefer an automated self-service option to resolve simple issues. Another <a href=\"http:\/\/info.microsoft.com\/rs\/157-GQE-382\/images\/EN-CNTNT-Report-DynService-2017-global-state-customer-service-en-au.pdf\">33%<\/a> believe that chatbots are \u201cvery effective\u201d in dealing with customer service issues.<\/p>\n<p>Why do customers like using self-service methods to solve their problems? It allows them to solve their problems faster \u2013 they\u2019re not waiting on hold to get answers. Cloud contact center software enables contact centers to provide self-service capabilities such as knowledge bases or chatbots.<\/p>\n<h2 class=\"heading h2\">The right contact center software features built-in analytics to monitor agent performance<\/h2>\n<p>When your contact center agents don\u2019t work in the same physical location as you do, it\u2019s challenging to supervise them. You can\u2019t walk the contact center floor or sit in your office for a one-on-one. That\u2019s where cloud contact center software comes in.<\/p>\n<p>Cloud contact center software features <a href=\"https:\/\/www.ringcentral.com\/contact-center\/features.html#supervisortools\">built-in analytics<\/a> so supervisors can monitor agent performance. They can:<\/p>\n<ul>\n<li aria-level=\"1\">Record screen and voice interactions for review later<\/li>\n<li aria-level=\"1\">Analyze speech and text interactions for signs<\/li>\n<li aria-level=\"1\">Silently monitor calls (and offer whisper coaching or enter the call if necessary)<\/li>\n<li aria-level=\"1\">Automate sending out customer satisfaction surveys, so customers can provide actionable feedback on how to improve the contact center<\/li>\n<\/ul>\n<p><a href=\"https:\/\/www.ringcentral.com\/contact-center\/analytics.html\">Comprehensive analytics<\/a> give remote supervisors the insight they need to improve contact center operations (and by extension, the customer experience).<\/p>\n<h2 class=\"heading h2\">RingCentral\u2019s cloud contact center software helps you enhance the customer experience<\/h2>\n<p>RingCentral\u2019s market-leading <a href=\"https:\/\/www.ringcentral.com\/cloud-contact-center.html\">cloud contact center<\/a> software helps you enhance the customer experience by empowering agents, supervisors, and even customers with the right tools. To learn more about how you can make your customer experience better, <a href=\"https:\/\/www.ringcentral.com\/future-of-customer-experience.html\">read our eBook: The Future of Customer Experience<\/a>.<\/p>\n<div class=\"rc-bottom-cta rc-bottom-cta__portrait\" style=\"background-color:#FF8800;flex-direction: row-reverse;\">\n<div class=\"bottom-cta-img\">\n\t\t\t\t\t<img decoding=\"async\" width=\"384\" height=\"497\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2021\/03\/The-future-of-customer-experience.png\" class=\"responsive-image\" alt=\"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>Learn more about how you can make your customer experience better.<\/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=\"Read the 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=\"Read the 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>Read the eBook<\/a>\n\t\t\t\t\t<\/div>\n<\/p><\/div>\n<\/p><\/div>\n","protected":false},"excerpt":{"rendered":"<p>The concept of the customer experience has grown in importance over the past decade. Yet, other trends have arisen that can affect the customer experience, such as the development of the remote contact center. How is it possible to create a customer-centric contact center when employees and supervisors aren\u2019t in the same physical location? In &#8230;<\/p>\n","protected":false},"author":29,"featured_media":46947,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[4],"tags":[],"class_list":["post-46944","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>Exploring the customer-centric contact center | RingCentral Blog<\/title>\n<meta name=\"description\" content=\"The concept of the customer experience has grown in importance over the past decade. 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