{"id":49399,"date":"2019-04-08T07:58:47","date_gmt":"2019-04-08T14:58:47","guid":{"rendered":"\/us\/en\/blog\/guide-organizing-your-contact-center-for-omni-digital-customer-care\/"},"modified":"2025-10-07T07:56:17","modified_gmt":"2025-10-07T14:56:17","slug":"guide-organizing-your-contact-center-for-omni-digital-customer-care","status":"publish","type":"post","link":"\/us\/en\/blog\/guide-organizing-your-contact-center-for-omni-digital-customer-care\/","title":{"rendered":"Guide: Organizing your contact center for Omni-Digital Customer Care"},"content":{"rendered":"<div>\n<p>Agents are\u00a0<b>the pulse of the contact center:<\/b>\u00a0the quality of customer service and customers\u2019 satisfaction heavily depends on their skills, motivation and ability to solve customers\u2019 problems.<\/p>\n<p><b>66% of consumers<\/b>\u00a0agree that their experience with a brand&#8217;s customer service agents has a major impact on their impression with the brand overall.<\/p>\n<p>The customer care department is the frontline of your company. In this white paper, you will find\u00a0<b>a guide to organizing your contact center\u00a0<\/b>for Omni-Digital Customer Care.<\/p>\n<p><a href=\"http:\/\/site.dimelo.com\/en\/empowering-agents\"><img decoding=\"async\" class=\"align-center\" src=\"\/us\/en\/blog\/wp-content\/uploads\/inline-images\/CTA-Organizing-your-contact-center--for-Omni-Digital-Customer-Care.png\" alt=\"CTA-Organizing-your-contact-center--for-Omni-Digital-Customer-Care.\" data-entity-type=\"file\" data-entity-uuid=\"4112dc38-3c58-4406-9688-a5ea7794cd5a\" \/><\/a><\/p>\n<p><b>Topics include:<\/b><\/p>\n<ul>\n<li>Balancing Autonomy and analyzing KPIs<\/li>\n<li>Other alternatives to the Front to Back model<\/li>\n<li>Which areas are key to improving Customer Experience?<\/li>\n<\/ul>\n<p>This white paper was also produced with the expert insight of <a href=\"https:\/\/www.linkedin.com\/in\/cedricblum\/\" target=\"_blank\" rel=\"noopener noreferrer\">C\u00e9dric Blum,<\/a> who\u00a0has experience working\u00a0for telecom operators, specializing in Customer Service, and running his own departments at companies such as:\u00a0 Lazada, iflix, and Doctolib to name a few.<\/p>\n<table border=\"0\" width=\"100%\" cellpadding=\"1\">\n<tbody>\n<tr>\n<td colspan=\"2\">&#8220;By giving individuals and teams more freedom to self-manage, while staying aligned to the organization\u2019s purpose, this model empowers agents and contributes to a better customer experience.\u201d<\/td>\n<\/tr>\n<tr>\n<td><img decoding=\"async\" class=\"align-left\" style=\"max-width: 125px;\" src=\"\/us\/en\/blog\/wp-content\/uploads\/inline-images\/cedric-blum_3.png\" alt=\"C\u00e9dric Blum\" data-entity-type=\"file\" data-entity-uuid=\"8004128d-df75-454a-8404-080ec1e7d399\" \/><\/td>\n<td><a href=\"https:\/\/www.linkedin.com\/in\/cedricblum\/\"><b>C\u00e9dric Blum<\/b><\/a><\/p>\n<p><b>Customer Experience Director,\u00a0<\/b><a href=\"https:\/\/www.doctolib.fr\/\"><b>Doctolib<\/b><\/a><\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>Agents are\u00a0the pulse of the contact center:\u00a0the quality of customer service and customers\u2019 satisfaction heavily depends on their skills, motivation and ability to solve customers\u2019 problems. 66% of consumers\u00a0agree that their experience with a brand&#8217;s customer service agents has a major impact on their impression with the brand overall. The customer care department is the &#8230;<\/p>\n","protected":false},"author":29,"featured_media":49400,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[18390],"tags":[],"class_list":["post-49399","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-communication-and-collaboration"],"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>Guide: Organizing your contact center for Omni-Digital Customer Care | RingCentral Blog<\/title>\n<meta name=\"description\" content=\"Agents are\u00a0the pulse of the contact center:\u00a0the quality of customer service and customers\u2019 satisfaction heavily depends on their skills, motivation and\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, 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