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customer engagement

man working on laptop at home his pet dog is next to him on chair

Why a Virtual Contact Centre Must Be Part of Your Customer Service Strategy

Last year saw more contact centres than ever migrating to the cloud. The motivation is obvious and the stats are plain: in April 2020, 87% of contact centres were making … Read more “Why a Virtual Contact Centre Must Be Part of Your Customer Service Strategy”

thumbnail Patty Yan
Patty Yan Author
customer experience trends

The 6 Top Trends of Customer Experience in 2021

The digital transformation of companies accelerated significantly in 2020. In particular, they had to quickly adopt remote work and further increase their use of digital channels.  A McKinsey study shows … Read more “The 6 Top Trends of Customer Experience in 2021”

Julien Rio Profile
Julien Rio Author
smiling businesswoman in headset

2020-21 UK Contact Centre Decision Makers Guide

ContactBabel recently launched The 2020-21 UK Contact Centre Decision-Makers’ Guide, based on surveys with 233 UK organisations and 1,000+ interviews with UK consumers. The findings of ContactBabel’s research are reported … Read more “2020-21 UK Contact Centre Decision Makers Guide”

thumbnail Patty Yan
Patty Yan Author
Remote Work Automation

Why Customer Service Automation Is Key to Master Remote Work

2020 has been an unpredictable year and 2021 will most likely continue this path. Business is not as usual as working conditions have changed (and still are changing). Remote work … Read more “Why Customer Service Automation Is Key to Master Remote Work”

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Karen Bartel Author
modern man using mobile connection reach calling video calls chatting technology working from home t omEBRA

Call Deflection: A New Direction That’s Not Just an Excuse, but the Key to Great Customer Service

“Unprecedented demand”, “Uncertain times”, “New Normal” and “Delays in responding to your enquiries” are tedious, vacuous, insincere pronouncements we heard ad nauseam from many companies as we attempted to contact … Read more “Call Deflection: A New Direction That’s Not Just an Excuse, but the Key to Great Customer Service”

Gerry Brown
Gerry Brown Author
smiling young woman holding product in supermarket and searching on the phone

Shopper and Retail Employee Communications Roundup

Many industries are in the midst of a massive transformation, driven by the shift to cloud, the evolution of the workplace, and a pandemic that changed the way we connect … Read more “Shopper and Retail Employee Communications Roundup”

zofia
Zofia Bobrowicz Cohn Author
photo of Man busy answering lots of phone calls from a desk with many phones on it

Give Your Contact Centre a Break from High Call Volumes

Since COVID-19 crisis disrupted just about all walks of life, companies that have traditionally had telephone lines as their primary customer support channels are now looking to add modern ways … Read more “Give Your Contact Centre a Break from High Call Volumes”

thumbnail Patty Yan
Patty Yan Author
man laptop work home

The Future of Remote Work for Contact Centres

The future for customer service operations will undergo a dramatic rethink in every organisation and their respective departments. They will ask questions as to why developing remote working through the … Read more “The Future of Remote Work for Contact Centres”

Robert Morrissey
Robert Morrissey Author
photo of someone holding a mobile phone and using an online chatbot service while they are sitting at a cafe table with a cup of coffee

AI, Automation and Digital Self-Service in the Contact Centre

Contact centres are seeking technology to support their agents in handling huge increases in customer enquiries. The pandemic accelerated this change, as contact centre agents and managers struggled with new … Read more “AI, Automation and Digital Self-Service in the Contact Centre”

thumbnail Patty Yan
Patty Yan Author
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