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customer engagement

female customer wearing a mask receiving a delivery in the doorway
  • Business Trends - CX
  • Contact Centre

The ROI of Customer Experience

If you’re a frequent reader of this blog and my articles, you already know that customer experience (CX) is a recurring theme for me. The reason why? I firmly believe … Read more “The ROI of Customer Experience”

Carlos Hidalgo
Carlos Hidalgo Author
Ringside template-250
  • Business Trends - CX
  • Interviews

Ringside: Insider Interview with Sebastian Glock

Sebastian Glock is Senior Technology Evangelist at Cognigy where he acts as a mediator between technology and business. He has advised top-tier companies in Europe and North America in digital … Read more “Ringside: Insider Interview with Sebastian Glock”

Sara Schnierle
Sara Schnierle Marketing Specialist
Ringside daniel ord-681
  • Business Trends - CX
  • Contact Centre

Ringside: Insider Interview with Daniel Ord

Daniel Ord is a certified CXPA Recognised Training Provider with an insightful background. Accumulating years of experience through other companies and his own (OmniTouch International), Daniel is no stranger to … Read more “Ringside: Insider Interview with Daniel Ord”

Robert Morrissey
Robert Morrissey Author
AI Chatbot
  • Business Trends - CX
  • Contact Centre

How Conversational AI Facilitates Smart Routing

Looking to resolve your customers’ queries quicker? 68% of people get annoyed when their call is transferred between departments so don’t keep them waiting. Consider using conversational AI to facilitate … Read more “How Conversational AI Facilitates Smart Routing”

Patty Yan
Patty Yan Author
customer-care-contactless-payment
  • Business Trends - CX

What is Customer Care? The Ultimate Guide

Customer care is taking care of your customer. End of the article, right? If only it were so simple. While every eCommerce business realises the importance of providing the best … Read more “What is Customer Care? The Ultimate Guide”

Jake Rheude
Jake Rheude Author
Customer service agent working late-923
  • Business Trends - CX

Why Organisational Alignment is Important for Your Contact Centre

The role of a contact centre agent is a challenging one, to be certain. Agents are required to address customer issues, exhibit patience and meet customers’ expectations even when they … Read more “Why Organisational Alignment is Important for Your Contact Centre”

Carlos Hidalgo
Carlos Hidalgo Author
Paolo Fabrizio (2)-253
  • Business Trends - CX
  • Interviews

Ringside: Insider Interview with Paolo Fabrizio

Consumers have changed in meaningful ways in the past year, and now it’s the responsibility of businesses to keep pace with shifting customer preferences and behaviours. Welcome to Ringside. This … Read more “Ringside: Insider Interview with Paolo Fabrizio”

Robert Morrissey
Robert Morrissey Author
Close up man using mobile phone to contact a call centre for customer service
  • Business Trends - CX
  • Contact Centre

The Importance of the Call Centre in the Delivery of CX

If you’re a frequent reader of this blog, you know I’m a big believer in the value of customer experience (CX) as a competitive differentiator for brands. You’ll also know … Read more “The Importance of the Call Centre in the Delivery of CX”

Carlos Hidalgo
Carlos Hidalgo Author
woman-business-person-working-at-home-home-laptop-entrepreneur-remote-work-computer
  • Business Trends - CX
  • Contact Centre

How to Successfully Motivate Your Remote Contact Centre Team

Introduction The flexibility of working from home became even more apparent in the past twelve months. For many, it was not even the normality before offices shut and work patterns … Read more “How to Successfully Motivate Your Remote Contact Centre Team”

Robert Morrissey
Robert Morrissey Author
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