{"id":46956,"date":"2021-03-17T12:12:31","date_gmt":"2021-03-17T19:12:31","guid":{"rendered":"\/us\/en\/blog\/?p=46956"},"modified":"2025-04-02T19:56:57","modified_gmt":"2025-04-03T02:56:57","slug":"contact-center-best-practices","status":"publish","type":"post","link":"\/us\/en\/blog\/contact-center-best-practices\/","title":{"rendered":"14 contact center best practices to improve the customer experience"},"content":{"rendered":"<p>How long do you think the average call duration is for call centers? The answer might surprise you. The average call duration across all types of call centers is <a href=\"https:\/\/customerthink.com\/customer_service_by_the_numbers_average_call_duration\/\" target=\"_blank\" rel=\"noopener noreferrer\">5.97 minutes<\/a>\u2014not too bad, but not as good as we hoped. It\u2019s safe to say there\u2019s always room for improvement when it comes to customer service, and it all starts with contact center best practices.<\/p>\n<p>Currently, <a href=\"https:\/\/thetaylorreachgroup.com\/contact-center-industry-stats-technology\/\" target=\"_blank\" rel=\"noopener noreferrer\">86%<\/a> of customers are willing to pay more for an upgraded experience. Start improving the customer experience by upping your contact center game. With so much technology at your fingertips, what are you waiting for? If you\u2019re thinking that your current contact center setup is fine as is, think again. According to a <a href=\"https:\/\/thetaylorreachgroup.com\/contact-center-industry-stats-technology\/\" target=\"_blank\" rel=\"noopener noreferrer\">recent study<\/a>:<\/p>\n<ul>\n<li>60% of agents agree that their company doesn\u2019t always provide the technology that staff need to address the challenges they face when helping customers.<\/li>\n<li>34% of agents believe they don\u2019t have the right customer data available at the time of request.<\/li>\n<li>Only 31% of companies strictly monitor the quality of relations with target customers.<\/li>\n<\/ul>\n<p>Below, you\u2019ll learn top contact center best practices to increase agent productivity and wow your customers.<\/p>\n<hr \/>\n<p class=\"p1\">\ud83d\udd0d<span style=\"font-weight: 400;\"> Access <strong>Metrigy&#8217;s free report<\/strong> to learn more about the 2022 state of customer experience technology.<\/span><\/p>\n<p><span style=\"font-weight: 400;\"><\/p>\n<div class=\"download-form-widget standart-download-form\" data-url=\"https:\/\/netstorage.ringcentral.com\/report\/metrigy-cx-report.pdf\" data-id=\"69dec626df062\" id=\"69dec626df062\">\n\t\t<button tabindex=\"on\"  on=\"tap:69dec626df062.toggleClass(class='open')\" class=\"open-modal-download-action download-form-button\" type=\"submit\">\ud83d\udcd9 Get the report<\/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\">\ud83d\udc40 \u200a Get this free report to learn about the 2022 state of customer experience technology. <\/div>\n<form class=\"download-form SMB\" 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=\"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=\"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\" 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=\"download form\" data-dl-name=\"Get it now\">Get it now<\/button>\n\t\t\t\t\t\t<\/div>\n<\/p><\/form>\n<p> \t\t\t\t\t<button on=\"tap:69dec626df062.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\">Enjoy! <\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/p><\/div>\n<p><\/span><\/p>\n<hr \/>\n<h2 class=\"heading h2\">1. Keep your eye on the customer experience<\/h2>\n<p>Before diving into the nitty-gritty of contact center best practices, it\u2019s always important to remember the purpose of contact centers: to deliver an amazing customer experience. If customers aren\u2019t walking away from your contact center feeling satisfied, then your contact center isn\u2019t working.<\/p>\n<p>As you think about new ways to strategize your contact center, always ask yourself, \u201cWill this help improve the customer experience?\u201d Use this question as your North Star as you make important business decisions regarding your contact center. To remind you why the customer experience is so important, here are some key stats to keep in your back pocket:<\/p>\n<ul>\n<li>By delivering a great customer experience, customers will happily pay a <a href=\"https:\/\/www.pwc.com\/us\/en\/advisory-services\/publications\/consumer-intelligence-series\/pwc-consumer-intelligence-series-customer-experience.pdf\" target=\"_blank\" rel=\"noopener noreferrer\">16%<\/a> premium on your products and service.<\/li>\n<li><a href=\"https:\/\/biz30.timedoctor.com\/call-center-statistics\/\" target=\"_blank\" rel=\"noopener noreferrer\">61%<\/a> of consumers say that they have stopped transacting with a business after a poor service experience.<\/li>\n<li><a href=\"https:\/\/www.pwc.com\/us\/en\/advisory-services\/publications\/consumer-intelligence-series\/pwc-consumer-intelligence-series-customer-experience.pdf\" target=\"_blank\" rel=\"noopener noreferrer\">59%<\/a> of customers will walk away after several bad experiences and 17% after just one bad experience.<\/li>\n<\/ul>\n<div class=\"tip\">\n<div class=\"tip-heading\"><b>\ud83d\udca1 Pro-tip: <\/b><\/div>\n<p>How does your customer experience, agent productivity, and overall business strategy measure up to that of your peers? Take the <a href=\"https:\/\/ringcentral.valuestoryapp.com\/cx-maturity\" target=\"_blank\" rel=\"noopener noreferrer\">contact center maturity quiz<\/a> and get personalized recommendations to edge out the competition.<\/p>\n<\/div>\n<h2 class=\"heading h2\">2. Move to the cloud ASAP<\/h2>\n<p>If you haven\u2019t already, <a href=\"https:\/\/nemertes.com\/webinar-replay-is-now-the-time-to-move-your-contact-center-to-the-cloud\/\" target=\"_blank\" rel=\"noopener noreferrer\">it\u2019s time to move your contact center to the cloud<\/a>. According to a <a href=\"https:\/\/www.callcentrehelper.com\/resource.php?id=278\" target=\"_blank\" rel=\"noopener noreferrer\">Call Centre Helper survey<\/a>, 21% of contact centers have moved to the cloud, with almost three times the number either in-process, in-planning, or considering implementation.<\/p>\n<p>In fact, <a href=\"https:\/\/nemertes.com\/covid-19-accelerates-shift-to-new-normal-sd-wan-and-cloud-networking\/\" target=\"_blank\" rel=\"noopener noreferrer\">COVID-19 is accelerating the shift to cloud networking<\/a>, and the global cloud-based contact center market is expected to reach <a href=\"https:\/\/www.businesswire.com\/news\/home\/20200622005358\/en\/Global-Cloud-based-Contact-Center-Market-Study-2020-2025---Industry-Expected-to-Grow-at-a-CAGR-of-23.11---ResearchAndMarkets.com\" target=\"_blank\" rel=\"noopener noreferrer\">$44.86 billion<\/a> by 2025. There are numerous reasons why you should move to the cloud, with two of them being it\u2019s more mobile-friendly and efficient than legacy PBX systems. Don\u2019t believe us? Take the word of the <a href=\"https:\/\/www.ringcentral.com\/whyringcentral\/casestudies\/national-automobile-dealers-association.html\" target=\"_blank\" rel=\"noopener noreferrer\">National Automobile Dealers Association (NADA)<\/a>, who recently moved their contact center to the cloud.<\/p>\n<p>Prior to upgrading to RingCentral\u2019s cloud-based contact center, NADA was using a dated on-premises voice over IP (VoIP) system that caused too many issues and headaches. As the company was forced to go remote amid the pandemic, they were able to deploy <a href=\"https:\/\/www.ringcentral.com\/contact-center\/overview.html\" target=\"_blank\" rel=\"noopener noreferrer\">RingCentral Contact Center<\/a> without a hitch and support their workforce to work from anywhere. Rafael Maldonado, Vice President and CIO of NADA, shared his experience.<\/p>\n<blockquote><p><em>\u201cIf we could enable our staff to be more nimble, efficient, and effective in our mission of servicing our members, we wouldn\u2019t be limited by a building. RingCentral was one of those steps in us being able to get the work done from anywhere on any device.\u201d<br \/>\n<\/em><\/p><\/blockquote>\n<p>And if you think moving to the cloud is going to be a pain and a long process, think again.<\/p>\n<blockquote><p><em>\u201cWhen the announcement came, I reached out to our partners at RingCentral. We had our questions answered quickly, underwent some training, and got everybody up and running and working right away. It was not as difficult as I thought it was going to be, and it works pretty seamlessly.&#8221;<\/em><\/p><\/blockquote>\n<p><center><iframe src=\"https:\/\/www.youtube.com\/embed\/fHu_DwtWHVY\" width=\"560\" height=\"315\" frameborder=\"0\" allowfullscreen=\"allowfullscreen\" sandbox=\"allow-same-origin allow-scripts allow-presentation\"><\/iframe><\/center><\/p>\n<h2 class=\"heading h2 h3\" style=\"text-align: left;\"><\/h2>\n<h2 class=\"heading h2\">3. Prioritize reliability<\/h2>\n<p style=\"text-align: left;\">When it comes to contact center best practices, reliability should be at the top of your list. After all, what\u2019s the point of having a contact center if it\u2019s not reliable? Customers want to connect fast and don\u2019t want to deal with voice quality issues.<\/p>\n<p>Make sure you do your research and get a contact center that is industry-leading with a 99.999% uptime SLA so that your contact center works day and night to keep agents online and available, all the time.<\/p>\n<p>Let\u2019s take a closer look at the law firm <a href=\"https:\/\/www.ringcentral.com\/whyringcentral\/casestudies\/thompson-law.html\" target=\"_blank\" rel=\"noopener noreferrer\">Thompson Law<\/a> to see how they upgraded to a more reliable contact center. Before switching to RingCentral Contact Center\u2122, Thompson Law was using a legacy, on-premises phone system that was unreliable and causing too many issues. Kirk Lee, IT consultant for Thompson Law, shared his experience with the old system.<\/p>\n<blockquote>\n<p style=\"text-align: left;\"><em>\u201cWe also had downtime problems. Because everything ran through the PBX, if we lost power at the office, we\u2019d lose our entire phone system. This firm lives by its ability to stay accessible to clients and prospects. If we don\u2019t have a working phone system, then we\u2019re not getting cases.\u201d<\/em><\/p>\n<\/blockquote>\n<p style=\"text-align: left;\">After moving to the cloud with RingCentral Contact Center and <a href=\"https:\/\/www.ringcentral.com\/office\/how-it-works.html\" target=\"_blank\" rel=\"noopener noreferrer\">RingCentral Office<\/a><sup>\u00ae<\/sup>, the team experienced no downtime issues.<\/p>\n<blockquote>\n<p style=\"text-align: left;\"><em>\u201cWe don\u2019t have downtime issues anymore. As mission-critical as a reliable phone system is to our operations, that benefit alone would\u2019ve made migrating to RingCentral worth it.\u201d<\/em><\/p>\n<\/blockquote>\n<h2 class=\"heading h2\" style=\"text-align: left;\">4. Get omnichannel flexibility<\/h2>\n<p style=\"text-align: left;\">If you\u2019re not familiar with the term \u201comnichannel,\u201d get used to it. An omnichannel contact center helps you connect with your customers on their channel of choice, whether through phone, web chat, email, social media, self-serve options, or any other digital channel.<\/p>\n<p style=\"text-align: left;\">Remember, people want to communicate on the channel that is most convenient for them, at whatever time they choose, from any location. For example, keep the following scenarios in mind when thinking about which channel works best for your customers:<\/p>\n<ul style=\"text-align: left;\">\n<li>When someone is on your website, asynchronous chat or messaging will be easiest.<\/li>\n<li>When someone is driving their car, being able to escalate to voice is safest.<\/li>\n<li>When someone is surfing your mobile app, proactively message them directly through the app.<\/li>\n<li>When someone is on your Facebook page, avoid the unnecessary voice interaction, and keep the conversation going on social media.<\/li>\n<\/ul>\n<p style=\"text-align: left;\">With omnichannel contact centers, you can give customers a say in how they want to communicate. Just remember to keep live agents in the mix given <a href=\"https:\/\/biz30.timedoctor.com\/call-center-statistics\/\" target=\"_blank\" rel=\"noopener noreferrer\">64%<\/a> of organizations in the industry believe that customers should have access to a live agent.<\/p>\n<p>Try not to feel limited to just one channel throughout the entire customer experience. With <a href=\"https:\/\/www.ringcentral.com\/digital-customer-engagement.html\" target=\"_blank\" rel=\"noopener noreferrer\">RingCentral Engage Digital<\/a>\u2122, you can keep conversations going by letting customers start a chat on the web and pick it up later on their mobile device, whether through Facebook Messenger, WhatsApp, SMS, or other popular mobile apps. No matter what digital channel your customer prefers, you can easily manage all responses in one place.<\/p>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-46958\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2021\/03\/support-on-every-channel.png\" alt=\"RingCentral Engage Digital support on every channel\" width=\"412\" height=\"338\" \/><\/p>\n<p>With <a href=\"https:\/\/biz30.timedoctor.com\/call-center-statistics\/\" target=\"_blank\" rel=\"noopener noreferrer\">two out of three<\/a> consumers thinking that omnichannel customer service is getting better, you don\u2019t want to miss out on this opportunity to become a true omnichannel contact center.<\/p>\n<div class=\"tip\">\n<div class=\"tip-heading\"><b>\ud83d\udca1 Pro-tip: <\/b><\/div>\n<p>What does Contact Center 2.0 look like? Stay ahead of the curve with our free eBook: <em><a href=\"https:\/\/netstorage.ringcentral.com\/documents\/contact_center_solutions_for_customers.pdf\" target=\"_blank\" rel=\"noopener noreferrer\">Contact Center 2.0: Tomorrow\u2019s solutions for today\u2019s customers<\/a><\/em>.<\/p>\n<\/div>\n<h2 class=\"heading h2\">5. Reduce long wait times with virtual holds and skills-based routing<\/h2>\n<p>You can\u2019t expect to go over contact center best practices without addressing long wait times. Long wait times have been a constant struggle for customers and businesses alike. We\u2019ve all been there, and we never forget the frustrations that come with it. How can we reduce long wait times so that customers don\u2019t feel neglected?<\/p>\n<p>For starters, upgrade your contact center to include virtual holds. With virtual holds, customers don\u2019t need to wait in a long queue. Instead, they\u2019re given the option to have an agent call them back while keeping their place in line.<\/p>\n<p>Second, reduce resolve times by immediately connecting customers to the right agent. No customer wants to get routed to 10 different agents and have to repeatedly provide their data. In fact, <a href=\"https:\/\/biz30.timedoctor.com\/call-center-statistics\/\">33%<\/a> of consumers say that the most important aspect of a good customer service experience is resolving an issue in one interaction, and 31% say that a knowledgeable customer service representative is the most important aspect.<\/p>\n<p>Connect customers to the best-matched agent faster with <a href=\"https:\/\/www.ringcentral.com\/contact-center\/skills-based-routing.html\">skills-based routing<\/a>. Kirk from Thompson Law shares how the firm is winning with new routing features. Before upgrading to RingCentral Contact Center, Kirk explained:<\/p>\n<blockquote><p><em>\u201cBecause we didn\u2019t have much of a routing feature, most calls went straight to our receptionists. We were overwhelming our front-desk staff with transferring calls, and not creating a great experience for callers. Worse, this process was so inefficient that we had to pay for a third-party call center to handle overflow.\u201d<\/em><\/p><\/blockquote>\n<p>Now, with RingCentral Contact Center, Thompson Law is improving efficiency and saving costs with new routing capabilities.<\/p>\n<blockquote><p><em>\u201cWe route inbound prospect calls to our Intake Phase 1 team of experts, and when that queue is full, we\u2019re able to automatically send overflow calls to second, third, and even fourth-level teams. This lets us finally eliminate that expensive third-party call center bill.\u201d<\/em><\/p><\/blockquote>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-46959\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2021\/03\/RC-CC-skills-based-routing.png\" alt=\"RingCentral Contact Center skills-based routing\" width=\"487\" height=\"292\" \/><\/p>\n<h2 class=\"heading h2\">6. Don\u2019t underestimate the power of integrations<\/h2>\n<p>While it\u2019s important to immediately connect your customers to the right agents, it\u2019s equally important to ensure your agents have the right customer information close at hand. For example, when a call comes in, have all customer information pop up in front of the agent so that he\/she can be better prepared and resolve problems quicker. This type of setup leads to a better customer experience\u2014not only does it speed up resolve times, but it also saves your company lots of money. How can you get this setup across your workplace? Well, it\u2019s simple: through the power of integrations.<\/p>\n<p>If your contact center has the ability to integrate with other software that your team is already using (especially your CRM system), take it! This will instantly improve the flow of work and make everyone\u2019s job easier.<\/p>\n<p>Let\u2019s take the employee management consultancy Peninsula as an example. The company is optimizing their workflows with RingCentral\u2019s integration with the popular CRM system Salesforce. Omar, IT Manager at Peninsula, shared:<\/p>\n<blockquote><p><em>\u201cAnother great benefit we\u2019ve found with RingCentral has been the ability to integrate it with our other productivity apps. We\u2019ve integrated RingCentral into our Salesforce Lightning environment, which lets our salespeople work from one pane of glass. When a rep is reviewing an account in Salesforce and wants to call that prospect or customer, they no longer have to copy and paste the phone number or dial it manually. Now they can just click to dial right from Salesforce.\u201d<\/em><\/p><\/blockquote>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-46960\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2021\/03\/salesforce-calling-2.png\" alt=\"Salesforce with RingCentral integration\" width=\"708\" height=\"489\" \/><\/p>\n<p>With integrations, your agents no longer need to toggle between multiple apps to get work done\u2014it\u2019s all in one spot.<\/p>\n<div class=\"tip\">\n<div class=\"tip-heading\"><b>\ud83d\udca1 Pro-tip: <\/b><\/div>\n<p>Curious if your existing apps integrate with RingCentral Contact Center? Access the <a href=\"https:\/\/www.ringcentral.com\/apps\/p\/contact-center\" target=\"_blank\" rel=\"noopener noreferrer\">full list of RingCentral integrations<\/a>.<\/p>\n<\/div>\n<h2 class=\"heading h2\">7. Improve the way you approach agent coaching<\/h2>\n<p>Do you ever sit in on agent calls to see how they\u2019re interacting with customers? Start monitoring and recording agent calls so you can find areas for improvement. Listen closely to gain valuable insights on agent performance and the customer experience. This exercise can help you coach your team towards better customer service.<\/p>\n<p>To further improve agent performance, look at tools that let you schedule, deliver, and track agent coaching. With today\u2019s technology, you can find tools, like RingCentral Contact Center, that are integrated with individual quality monitoring evaluation scores and KPIs. Getting your hands on the right coaching tools and resources can help your <a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/customer-support\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer support team deliver first-rate service<\/a>.<\/p>\n<div class=\"tip\">\n<div class=\"tip-heading\"><b>\ud83d\udca1 Pro-tip: <\/b><\/div>\n<p>Attention supervisors! Learn how to better manage teams of remote contact center agents with our <a href=\"https:\/\/www.ringcentral.com\/remote-contact-center\/\" target=\"_blank\" rel=\"noopener noreferrer\">free eBook and videos<\/a>.<\/p>\n<\/div>\n<h2 class=\"heading h2\">8. Invest in advanced analytics<\/h2>\n<p>Did you know <a href=\"https:\/\/biz30.timedoctor.com\/call-center-statistics\/\" target=\"_blank\" rel=\"noopener noreferrer\">66%<\/a> of call center businesses are looking forward to investing in advanced analytics to provide a better customer journey? Don\u2019t strategize in the dark\u2014turn to advanced analytics with real-time reports tying the customer experience to employee performance. Look at both overall contact center reports and individual agent performance reports to improve service quality and productivity.<\/p>\n<p>For example, at <a href=\"https:\/\/www.ringcentral.com\/whyringcentral\/casestudies\/essential-fcu.html\" target=\"_blank\" rel=\"noopener noreferrer\">Essential Federal Credit Union (FCU)<\/a>, the team turns to detailed reports to find new ways to increase efficiency. Catrice Lee, Center Manager at Essential FCU, shared how the business has improved with new reports supplied by RingCentral Contact Center.<\/p>\n<blockquote><p><em>\u201cThanks to the detailed reports I can pull and review anytime, we have such great visibility into our call traffic. For example, we now finally have data showing our inbound calls fall sharply at night. That insight alone has allowed us to reallocate resources more efficiently.\u201d<\/em><\/p><\/blockquote>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-46961\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2021\/03\/RC-CC-real-time-insights.png\" alt=\"RingCentral Contact Center real-time insights\" width=\"454\" height=\"391\" \/><\/p>\n<p>Let\u2019s look at another example: <a href=\"https:\/\/www.ringcentral.com\/whyringcentral\/casestudies\/peninsula.html\" target=\"_blank\" rel=\"noopener noreferrer\">Peninsula<\/a>, an employee management consultancy, turns to data insights to improve scheduling. Omer Subedar, IT Manager at Peninsula, shared:<\/p>\n<blockquote><p><em>\u201cWhen we began tracking all of our client calls with Contact Center, we found something interesting.<\/em> <em>We assumed the HR experts in our support center would experience high call volumes during normal business hours, but then fall off sharply after hours. Turns out that was wrong. Calls from our clients do slow down after 5:00 p.m., but then they begin picking up again about 8:00 p.m\u2026. Thanks to insights like these, we\u2019ve been able to more effectively schedule our HR experts\u2019 schedules to cover the phones 24\/7. And we wouldn\u2019t have uncovered these patterns without RingCentral Contact Center.\u201d<\/em><\/p><\/blockquote>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-46962\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2021\/03\/RC-CC-agent-management-schedule-manager.png\" alt=\"RingCentral Contact Center agent management schedule manager\" width=\"453\" height=\"379\" \/><\/p>\n<p>Similar to Peninsula, use actionable insights to optimize agent schedules. This will maximize coverage and minimize idle time so customers aren\u2019t left in the cold during peak times and agents aren\u2019t idle during quiet times.<\/p>\n<div class=\"tip\">\n<div class=\"tip-heading\"><b>\ud83d\udca1 Pro-tip: <\/b><\/div>\n<p>When it comes to call center metrics, are you tracking the right ones? Find out in <a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/call-center-metrics\/\" target=\"_blank\" rel=\"noopener noreferrer\">this blog post<\/a>.<\/p>\n<\/div>\n<h2 class=\"heading h2\">9. Step up your proactive outreach<\/h2>\n<p>What do your outbound efforts look like? Have a contact center in place that supports outbound initiatives\u2014you want to create a proactive customer experience that sells, not just takes inbound requests. Use your <a href=\"https:\/\/www.ringcentral.com\/outbound-contact-center.html\">outbound contact center<\/a> to upsell, cross-sell, collect, and promote your business.<\/p>\n<p>With tools like <a href=\"https:\/\/www.ringcentral.com\/engage\/engage-voice.html\" target=\"_blank\" rel=\"noopener noreferrer\">RingCentral Engage Voice<\/a>\u2122, you can make the most out of every conversation with manual, preview, progressive, and predictive dialers. Agents can even take advantage of personalized on-brand scripts tailored to every customer and automated outbound campaigns. Make your contact center an unstoppable inbound <em>and <\/em>outbound machine.<\/p>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-46963\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2021\/03\/RC-Engage-Voice-dial-group-info-dialers.png\" alt=\"RingCentral Engage Voice dial group info dialers\" width=\"977\" height=\"777\" \/><\/p>\n<div class=\"tip\">\n<div class=\"tip-heading\"><b>\ud83d\udca1 Pro-tip: <\/b><\/div>\n<p>Looking for a go-to guide for outbound contact centers? Look no further. Grab the <a href=\"https:\/\/netstorage.ringcentral.com\/documents\/outbound_playbook.pdf\" target=\"_blank\" rel=\"noopener noreferrer\">outbound engagement playbook<\/a> to create a proactive customer experience today.<\/p>\n<\/div>\n<h2 class=\"heading h2\">10. Do more with less effort through automation<\/h2>\n<p>There are a number of automation features you can now tap into to enhance your contact center. Don\u2019t be afraid of a little automation\u2014it\u2019s made to improve the customer experience, not replace agents.<\/p>\n<p>With self-service capabilities, you can let customers perform routine operations over the phone by themselves and clarify their needs for more personalized service. Think about how much time both your customers and agents can save with a feature like this.<\/p>\n<p>Consider adding a <a href=\"https:\/\/www.ringcentral.com\/virtual-agent.html\" target=\"_blank\" rel=\"noopener noreferrer\">virtual agent<\/a> into the mix. An <a href=\"https:\/\/www.ringcentral.com\/virtual-agent.html\">AI-powered virtual agent<\/a> is more effective than a standard chatbot\u2014it uses technology like machine learning and natural language processing (NLP), which makes it an active participant in conversations, acting more like a human. With virtual agents, common questions can be handled faster. Imagine how many general inquiries can be resolved faster with a chatbot in place.<\/p>\n<p><a href=\"https:\/\/ringcentral.valuestoryapp.com\/cx-maturity\" target=\"_blank\" rel=\"noopener noreferrer\"><img decoding=\"async\" class=\"aligncenter size-full wp-image-48166\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2021\/04\/Contact-Center-tool.png\" alt=\"Contact Center Maturity Quiz\" width=\"1000\" height=\"440\" \/><\/a><\/p>\n<h2 class=\"heading h2\">11. Have fun with gamification<\/h2>\n<p>Motivate and engage your agents with gamification. With gamification, you can change it up and give agents challenges, badges, and prizes for hitting milestones. Agents will have fun reaping rewards, and at the same time, managers can track how agents are performing compared to the rest of the team. Gamification is a clear win-win for both managers and agents.<\/p>\n<p>For example, offer a massive reward such as a large cash prize or the hottest tech gadget to the top-performing agent of the quarter. Agents will be motivated to climb the ranks, and managers can refer to the leaderboard to monitor progress. You can even offer second and third place prizes to widen your reward offerings.<\/p>\n<h2 class=\"heading h2\">12. Support and train your agents<\/h2>\n<p>Sounds simple enough, right? If only it were that easy. Agents need ongoing support, whether it\u2019s the right tools, coaching techniques, or training workshops. Gather feedback from your agents on a regular basis to understand their challenges. And once you gather their feedback, don\u2019t just sit on the sidelines\u2014take action on their feedback so they feel heard.<\/p>\n<p>Atop of active listening, equip your agents with tools that are intuitive and easy to use. This is especially important given the call center industry in the US faces an overall average turnover rate of <a href=\"https:\/\/www.goboomtown.com\/blog\/minimize-agent-turnover#:~:text=Customer%20service%20has%20long%20been,rate%20of%2030%2D45%20percent.\" target=\"_blank\" rel=\"noopener noreferrer\">30\u201345%<\/a>. You want to get a contact center solution that\u2019s quick to learn for new hires and engaging for current employees. Don\u2019t steer your agents in the wrong direction with a complicated contact center solution that makes them want to run out the door.<\/p>\n<div class=\"tip\">\n<div class=\"tip-heading\"><b>\ud83d\udca1 Pro-tip: <\/b><\/div>\n<p>Need more training resources for your agents? Share this list of <a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/customer-service-skills\/\" target=\"_blank\" rel=\"noopener noreferrer\">10 must-have customer service skills for 2021<\/a>.<\/p>\n<\/div>\n<h2 class=\"heading h2\">13. Get top-tier security and customer support<\/h2>\n<p>Have peace of mind with a contact center solution that has <a href=\"https:\/\/www.ringcentral.com\/technology\/security.html\" target=\"_blank\" rel=\"noopener noreferrer\">seven layers of security<\/a> to protect your data across the board. Look for built-in security that encrypts conversations between all endpoints and instills security measures at every level, including your physical, network, host, data, application, and business processes. Don\u2019t let your business be vulnerable to security attacks with top-tier security in place.<\/p>\n<p>Also, don\u2019t feel like you\u2019re alone when it comes to managing your contact center. Find a vendor that offers 24\/7 support by phone, chat, and email. If you\u2019re looking to implement a new contact center solution, choose a vendor that offers a support system of experts and resources to ensure a fast and successful deployment.<\/p>\n<h2 class=\"heading h2\">14. Unified solutions are the way to go<\/h2>\n<p>Who says you can\u2019t have it all? Don\u2019t settle for <em>just <\/em>a contact center solution. Get an integrated, unified contact center and communications solution from one vendor. At the moment, <a href=\"https:\/\/biz30.timedoctor.com\/call-center-statistics\/\">62%<\/a> of organizations think that the biggest challenge in making future investments will be integrating with current <a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/small-business-call-center\/\" target=\"_blank\" rel=\"noopener noreferrer\">call center software<\/a>. With RingCentral, you don\u2019t need to worry about this.<\/p>\n<p>With the integration of <a href=\"https:\/\/www.ringcentral.com\/contact-center\/overview.html\" target=\"_blank\" rel=\"noopener noreferrer\">RingCentral Contact Center<\/a> with <a href=\"https:\/\/www.ringcentral.com\/office\/how-it-works.html\" target=\"_blank\" rel=\"noopener noreferrer\">RingCentral Office<\/a>, you can tap into all of RingCentral\u2019s contact center and communications features. This makes collaboration much easier and gives your team full access to omnichannel flexibility, workforce management tools, and top-tier UCaaS capabilities.<\/p>\n<p>Did we also mention RingCentral is rated #1 by industry experts and already being used by over 6,000 agents? Consider upgrading to RingCentral for a unified solution that allows your agents to work from anywhere, increases productivity, and has the power to grow with your business.<\/p>\n<div class=\"tip\">\n<div class=\"tip-heading\"><b>\ud83d\udca1 Pro-tip: <\/b><\/div>\n<p>Boost your customer experience to new heights with the power of RingCentral Contact Center. Take a test drive by watching these <a href=\"https:\/\/www.ringcentral.com\/view_demo_cx.html\" target=\"_blank\" rel=\"noopener noreferrer\">free demo videos<\/a>.<\/p>\n<\/div>\n<h2 class=\"heading h2\">Deliver an unbeatable customer experience with these contact center best practices<\/h2>\n<p>Whether you\u2019re looking to improve your current contact center or thinking about starting a new one, take these contact center best practices with you. Remember to move to the cloud, look for omnichannel flexibility, research unique call center features, invest in analytics, and take advantage of integrations. Most importantly, keep an eye out for unified solutions that will make your investment worth it in the long run. As we move forward, never forget that the future is bright for your contact center with these best practices in your back pocket.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>How long do you think the average call duration is for call centers? The answer might surprise you. The average call duration across all types of call centers is 5.97 minutes\u2014not too bad, but not as good as we hoped. It\u2019s safe to say there\u2019s always room for improvement when it comes to customer service, &#8230;<\/p>\n","protected":false},"author":29,"featured_media":46964,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[17901],"tags":[8000,33673,743],"class_list":["post-46956","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-business-leadership","tag-contact-center","tag-contact-center-best-practices","tag-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>14 contact center best practices to improve the customer experience | RingCentral Blog<\/title>\n<meta name=\"description\" content=\"Are you looking to uplevel the customer experience? Follow these contact center best practices to engage your customers and keep them satisfied.\" \/>\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\/contact-center-best-practices\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"14 contact center best practices to improve the customer experience\" \/>\n<meta property=\"og:description\" content=\"Are you looking to uplevel the customer experience? Follow these contact center best practices to engage your customers and keep them satisfied.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/contact-center-best-practices\/\" \/>\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=\"2021-03-17T19:12:31+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-04-03T02:56:57+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/wp-content\/uploads\/2021\/03\/GettyImages-1154928431.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=\"17 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\/contact-center-best-practices\/#article\",\"isPartOf\":{\"@id\":\"\/us\/en\/blog\/contact-center-best-practices\/\"},\"author\":{\"name\":\"RingCentral Team\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/person\/65a168321317ffd562e0d77745f1b358\"},\"headline\":\"14 contact center best practices to improve the customer experience\",\"datePublished\":\"2021-03-17T19:12:31+00:00\",\"dateModified\":\"2025-04-03T02:56:57+00:00\",\"mainEntityOfPage\":{\"@id\":\"\/us\/en\/blog\/contact-center-best-practices\/\"},\"wordCount\":3366,\"publisher\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#organization\"},\"image\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/contact-center-best-practices\/#primaryimage\"},\"thumbnailUrl\":\"\/us\/en\/blog\/wp-content\/uploads\/2021\/03\/GettyImages-1154928431.jpg\",\"keywords\":[\"contact center\",\"contact center best practices\",\"customer experience\"],\"articleSection\":[\"Business &amp; leadership\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"\/us\/en\/blog\/contact-center-best-practices\/\",\"url\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/contact-center-best-practices\/\",\"name\":\"14 contact center best practices to improve the customer experience | RingCentral Blog\",\"isPartOf\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/contact-center-best-practices\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/contact-center-best-practices\/#primaryimage\"},\"thumbnailUrl\":\"\/us\/en\/blog\/wp-content\/uploads\/2021\/03\/GettyImages-1154928431.jpg\",\"datePublished\":\"2021-03-17T19:12:31+00:00\",\"dateModified\":\"2025-04-03T02:56:57+00:00\",\"description\":\"Are you looking to uplevel the customer experience? Follow these contact center best practices to engage your customers and keep them satisfied.\",\"breadcrumb\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/contact-center-best-practices\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/contact-center-best-practices\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/contact-center-best-practices\/#primaryimage\",\"url\":\"\/us\/en\/blog\/wp-content\/uploads\/2021\/03\/GettyImages-1154928431.jpg\",\"contentUrl\":\"\/us\/en\/blog\/wp-content\/uploads\/2021\/03\/GettyImages-1154928431.jpg\",\"width\":930,\"height\":700,\"caption\":\"contact center best practices\"},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/contact-center-best-practices\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"\/us\/en\/blog\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"14 contact center best practices to improve the customer experience\"}]},{\"@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":"14 contact center best practices to improve the customer experience | RingCentral Blog","description":"Are you looking to uplevel the customer experience? Follow these contact center best practices to engage your customers and keep them satisfied.","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\/contact-center-best-practices\/","og_locale":"en_US","og_type":"article","og_title":"14 contact center best practices to improve the customer experience","og_description":"Are you looking to uplevel the customer experience? Follow these contact center best practices to engage your customers and keep them satisfied.","og_url":"https:\/\/www.ringcentral.com\/us\/en\/blog\/contact-center-best-practices\/","og_site_name":"RingCentral Blog","article_publisher":"https:\/\/www.facebook.com\/ringcentral","article_published_time":"2021-03-17T19:12:31+00:00","article_modified_time":"2025-04-03T02:56:57+00:00","og_image":[{"width":930,"height":700,"url":"https:\/\/www.ringcentral.com\/us\/en\/blog\/wp-content\/uploads\/2021\/03\/GettyImages-1154928431.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":"17 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/contact-center-best-practices\/#article","isPartOf":{"@id":"\/us\/en\/blog\/contact-center-best-practices\/"},"author":{"name":"RingCentral Team","@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/person\/65a168321317ffd562e0d77745f1b358"},"headline":"14 contact center best practices to improve the customer experience","datePublished":"2021-03-17T19:12:31+00:00","dateModified":"2025-04-03T02:56:57+00:00","mainEntityOfPage":{"@id":"\/us\/en\/blog\/contact-center-best-practices\/"},"wordCount":3366,"publisher":{"@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#organization"},"image":{"@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/contact-center-best-practices\/#primaryimage"},"thumbnailUrl":"\/us\/en\/blog\/wp-content\/uploads\/2021\/03\/GettyImages-1154928431.jpg","keywords":["contact center","contact center best practices","customer experience"],"articleSection":["Business &amp; leadership"],"inLanguage":"en-US"},{"@type":"WebPage","@id":"\/us\/en\/blog\/contact-center-best-practices\/","url":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/contact-center-best-practices\/","name":"14 contact center best practices to improve the customer experience | RingCentral Blog","isPartOf":{"@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#website"},"primaryImageOfPage":{"@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/contact-center-best-practices\/#primaryimage"},"image":{"@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/contact-center-best-practices\/#primaryimage"},"thumbnailUrl":"\/us\/en\/blog\/wp-content\/uploads\/2021\/03\/GettyImages-1154928431.jpg","datePublished":"2021-03-17T19:12:31+00:00","dateModified":"2025-04-03T02:56:57+00:00","description":"Are you looking to uplevel the customer experience? Follow these contact center best practices to engage your customers and keep them satisfied.","breadcrumb":{"@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/contact-center-best-practices\/#breadcrumb"},"inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/contact-center-best-practices\/"]}]},{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/contact-center-best-practices\/#primaryimage","url":"\/us\/en\/blog\/wp-content\/uploads\/2021\/03\/GettyImages-1154928431.jpg","contentUrl":"\/us\/en\/blog\/wp-content\/uploads\/2021\/03\/GettyImages-1154928431.jpg","width":930,"height":700,"caption":"contact center best practices"},{"@type":"BreadcrumbList","@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/contact-center-best-practices\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"\/us\/en\/blog\/"},{"@type":"ListItem","position":2,"name":"14 contact center best practices to improve the customer experience"}]},{"@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\/03\/GettyImages-1154928431.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\/business-leadership\/amp\">Business &amp; leadership<\/a>","amp_link":"\/us\/en\/blog\/contact-center-best-practices\/amp","excerpt_title":"14 contact center best practices to improve the customer ...","_links":{"self":[{"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/posts\/46956","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=46956"}],"version-history":[{"count":0,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/posts\/46956\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/media\/46964"}],"wp:attachment":[{"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/media?parent=46956"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/categories?post=46956"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/tags?post=46956"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}