What if, even though you were ready to read this introduction, you were asked to wait for a minute? What if you had to wait two minutes? You’d be frustrated, right? Or even worse, you might give up completely. Hold times are a disruption. For customers, hold times can be an infuriating part of trying to contact a company, whether […]

As we head toward the year 2020, there can be no doubt that deploying contact center solutions in the cloud is “the new normal.” What began with a few solution providers building breakthrough software at the beginning of the decade has become the de facto standard. Virtually every company looking to refresh hardware-based legacy call centers more than 10 years […]

Altimeter’s Brian Solis discusses the evolution of Contact Center 2.0, an integrated approach to UCaaS that brings experts and agents together to deliver modern, real-time customer experiences.

No matter who you talk to, everyone agrees: a toxic call center is hurtful to customers, employees, and your bottom line. When customers call in, they’re hoping to connect with an actively engaged team that’s ready, willing, and capable of providing the service they expect. When employees clock in, they’re hoping to be a part of that dream team — […]

Read the Forrester Consulting Total Economic Impact study to discover the benefits realized by a composite organization based on four interviewed RingCentral Contact Center user companies.* Cost savings. The interviewed companies reduced downtime, retired expensive legacy solutions, and sped up disaster recovery. They also saved on ongoing labor costs, agent training, and more. Enhanced capabilities. The companies also enjoyed an […]

It’s difficult to find consumers who thoroughly enjoy today’s contact center experience. No one is thrilled with the automated attendant greeting, an unintelligent voice system, or the incredibly cumbersome means required to talk to another human being.

Leading organizations at the forefront of digital transformation recognize the importance  and business benefits of delivering employee experiences that are meaningful and fulfilling. They also understand that positive employee experiences require the participation of several departments including IT. Addressing employee experience holistically – from hire through retire – must be at the heart of every company’s digital workspace design and […]

When IT builds employee experiences that are streamlined and simple at every point—from onboarding to day-to-day tasks—they help ensure a workforce that is engaged, motivated and productive. Download this eBook to learn how VMware takes the employee first approach to retain top talent.