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customer experience

man on a grey sofa is interacting with a digital tablet while working from home

What Lies Ahead for 2021?

This time last year as all of the prediction articles and blogs were being written, nobody could have anticipated or predicted what we have all lived through in 2020. Virtually … Read more “What Lies Ahead for 2021?”

Carlos Hidalgo Author
asian chinese beautiful woman work from home having virtual meeting with colleague at balcony with her pet french bulldog wearing headset

Automated and AI Customer Service for Contact Centres

Many companies have taken the opportunity to put advanced technology to use in their contact centres to better serve customers. Some organisations are taking advantage of contact centre as a … Read more “Automated and AI Customer Service for Contact Centres”

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 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”

Patty Yan Author
winnats pass peak district

How Cloud Can Alleviate Growing Pains

It sounds prosaic to say companies outgrow their technology. But that’s a very real process many businesses have to navigate. To maintain business as usual while internally managing process and … Read more “How Cloud Can Alleviate Growing Pains”

Michael Frearson 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”

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 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 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”

Patty Yan Author
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