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 […]

How can agents stay productive while working remotely? Remote work has quickly gone from a trend to a necessity, and the speed of this shift has hit the contact center particularly hard. How can you provide your customers with the same level of support they’ve come to expect, regardless of what is happening at the office or around the world? […]

Communication is often considered the lifeblood of business. However, many business functions can continue without phones. This is not the case with a contact center. If a disaster takes down the calling capabilities and other communication channels used by agents, the contact center grinds to a halt. The damage this downtime can cause to the brand reputation, customer loyalty, and […]

As your organization navigates potential emergency situations that force agents to work remotely, RingCentral is uniquely positioned to help you continue to work as a team to serve your customers even while they are working from home.

How enabling agents to work from home can not only get you through a disaster or a pandemic, but can also improve your overall customer experience and agent performance.

A virtual contact center maintains the same goals and operations of a traditional call center, but uses virtual contact center software to allow agents to work from multiple locations. Customer service representatives who work as virtual agents often work from a home office, co-working space, or temporary workspace, such as coffee shops. But does it work? Switching from on-site contact […]

Equipping your contact center agents to become remote workers requires more than just providing a remote access solution, but you won’t need incredibly advanced strategies to succeed. We’ve outlined several tips for providing remote customer support from your contact center. Whether you’re considering a work-from-home option or want to improve your current remote operations, these strategies can help guide your […]

Remote work is now more important than ever. As isolation, social distancing, and COVID-19 quarantines are keeping people at home, your contact center now relies on remote working to maintain operations. If you’re debating on moving to remote agents full time, here are some steps to help make the transition as seamless as possible.