Articles By: RingCentral

2022 State of Human Connections at Work

Prior to COVID, 89% of people worked full-time in person (three or more days). Now, the work environment is quite different, with small and mid-sized businesses increasingly shifting to a hybrid or remote work model. Having a hybrid or full-time remote work arrangement jumped from 11% pre-COVID to 39% during COVID, and that shift seems unlikely to change any time […]

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How the Combination of Message, Video, and Phone Will Reshape the Future of Work

As businesses approach the next era of remote work and evaluate their business continuity strategies, there’s no better time to think about how your business will support a growing remote and flexible work culture. In the short term, businesses need remote work to keep employees safe as COVID-19 lingers. In the long term, more remote work allows businesses to prepare […]

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CISO Guide: Securing Cloud Communication and Collaboration

Messaging. Video. Phone. Secured.From basic essentials to dynamic end-to-end encryption, here’s all the tech you need to protect.Explore the best and most advanced ways to prevent cyber attacks and avoid business-crushing costs in The CISO Guide to Cloud Communications Security. Learn all about cloud communications tech, protocols, and methodologies that will help you:• Ensure information protection• Safeguard your data privacy• […]

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Metrigy State of Customer Experience Technology

Business and technology leaders at companies large and small, across multiple industries, have identified customer satisfaction as a top business priority. In the contact center, they’re significantly more focused on ensuring customer satisfaction than they are about achieving agent productivity. In order to achieve solid success metrics, they need a well-defined customer experience (CX)strategy backed by an innovative technology partner. […]

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2022 Agent Experience Trends Report

RingCentral recently teamed up with Benchmark Portal to conduct a survey on contact center agent turnover and retention. In the survey, two-thirds of contact center leaders—65.6% of survey respondents—reported an increase in attrition, or agent turnover, over the past two years. This report will reveal the top three factors of rising attrition rates among contact center agents and explore ways […]

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The Inner Circle Guide to Remote & Hybrid Working Contact Center Solutions

Up until recently, the majority of US contact centers worked in a traditional, centralized model, with only 13% of agents working remotely at home. Faced with the challenges of continuing to run contact centers in an environment decimated by coronavirus, many businesses urgently implemented business continuity plans which involved remote working. As the pandemic comes to its end, some contact […]

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Checklist: How Good Is Your Communications System?

Today’s work takes place in the office, at home, and everywhere in between. And with new hybrid models of work, your communications system plays a key role in keeping your teams connected and your customers happy. So what capabilities apply to your current communications system?

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Microsoft Teams & Telephony: Why Businesses Prefer UCaaS Providers

Leveraging calling services from a UCaaS provider, integrated with Microsoft Teams, provides organizations with the best opportunity to minimize telecom costs while delivering advanced calling features and higher levels of reliability. In fact, almost 88% of those using Microsoft Teams for messaging and meetings, with a separate UCaaS provider for calling, plan to maintain those calling services. Those responsible for […]

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