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In today’s always-connected world, customers expect immediate answers when contacting your call center. Disappoint them, and they’re likely to vent their frustrations at your agents or on social media sites. So how can you create a more happy experience for your customers and your agents? The answer comes from building a more “connected” contact center, one that links agents to the full range of your company’s knowledge sources, such as backend customer, inventory, and billing systems. With quick, ready access to the information your customers want and need, your agents’ productivity—and overall job satisfaction—can really take off.  And that makes for happier customers, too. Discover how the right

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Running a company is a complex business. And things only become more challenging as a business starts to grow. For instance, early in a company’s life, the focus is often on innovation and functional delivery of a product or service—with cost efficiency taking a back seat. But as a company begins to experience growth, a shift occurs. Suddenly, the organization needs to find ways to lower overall costs and maximize its investments. And more often than not, management turns to IT to help achieve these greater cost efficiencies. One of the most effective ways for IT to lower business operating costs is to establish and implement system standards throughout the

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One of the skills I’ve honed over the 13 years I’ve spent managing and growing channel partner programs is the ability to spot a great opportunity. When I joined RingCentral recently as VP of Channel Sales, it was precisely because I saw a great opportunity. Specifically, I saw an extraordinary opportunity to join the leading provider of cloud business communications and collaboration solutions with an existing channel sales program that had a record year in 2015, and to help reshape and expand that program to take it to the next level. As well as RingCentral’s Channel Sales Program has done and continues to do, there are two simple

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Before the events and memories of last week’s Enterprise Connect Conference and Expo in Orlando begin to evaporate as I return to the office and begin the digging out process, I wanted to capture the key trends, messages, sentiments and overall positive buzz that made the conference so exciting. For RingCentral, this year constituted our largest show presence to date. Our visibility in the Expo Hall was substantially greater than in past years. Our booth was pretty much packed throughout the conference. Presentations on topics like “The Power of an Open Platform” and “The Connected Customer” by RingCentral speakers including David Lee, Marco Casalaina, “Business Communications

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