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. […]

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 […]

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 […]

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 […]

In a nutshell, the pandemic redefined “work” as we know it. Companies adopted new technologies and In a nutshell, the pandemic redefined “work” as we know it. Companies adopted new technologies and workflows to support large-scale work from home. Workers quickly acclimated to the new environment, with many juggling their personal lives and work obligations more than ever before. It […]

INTRODUCTION: DIGITAL TRANSFORMATION DRIVES THE NEED FORCOMPOSABILITY Digital transformation has witnessed unprecedented acceleration since the pandemic began. All businesses—regardless of company size, vertical market or geography—shifted to a digital-first model to adapt to a world where digital technologies are the only way to interact with customers. In addition, most businesses quickly determined that hybrid work—where workers split their time be-tween […]

From workplace challenges to the daily to-do list, real life is a series of projects. The question is, do schools adequately prepare students for this kind of environment, particularly in the digital domain? Some say not – and that’s where project-based learning, or PBL, can help. Meant to help students apply analytical skills to real-life problems in the twenty-first century, […]

In a first of its kind report, Rapid7 uses proprietary data from the clear, deep, and dark web to analyze the disclosure layer of double extortion ransomware attacks. What exactly does that mean? Our analysts and researchers identify the types of data attackers disclose to coerce victims into paying ransom. They also explore the level of sophistication used in determining […]