What Your Employees Need to Keep Your Customers Happy

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Free lunches and growth opportunities are just one side of the happiness equation. Employees generally want to be productive to feel satisfied at work, and businesses want to tap into that potential. The reality is, if you want employees to be happy at work, you need to empower them with the tools they need to

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The Outbound Engagement Playbook

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What type of customer experience does your company deliver from outbound to inbound? Is it consistently positive? Are you in control of the conversation? When you start looking at selling as a two-way conversation and not separate outbound sales calls and inbound support interactions, elevating every engagement becomes a real possibility. Most companies manage their

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How Long Hold Times Affect Your CX

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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

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Contact Center Disaster Recovery and Business Continuity

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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

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Managing Work From Home Contact Center Agents

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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.

Remote Agent Playbook

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This is a manual to help you prepare your contact centre with a business continuity plan to make remote work a functional reality. Your guide to everything you need to start working remotely, from how to stay engaged, to essential remote work tools, to examples of remote teams doing it right.

The Collaborative Contact Center

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It’s estimated that businesses today collectively lose $62 billion per year due to poor customer service.1 So what factors account for this massive annual revenue loss?• High agent turnover rates and slow ramp-up times• Time-consuming sharing of information• Inability to access needed experts, reducing first-contact resolution

Contact Center 2.0: Tomorrow’s Solutions For Today’s Customers

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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.

UC As a Service (UCaaS)

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The UC as a Service (UCaaS) Scorecard profiles, analyzes, and ranks leading hosted unified communications service providers in the U.S. and Canada. Service provider scores are based on criteria such as installed base of financial stability, market share momentum, service development and support options. Service provider scores and data are displayed in charts and tables

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Digital Workplace of the Future: Enabling Human Communication in Your Workplace

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Cloud technologies have already dramatically reshaped how we all work and live. There’s no denying that businesses today are under tremendous pressure to keep up with the pace of change. The resulting disruptive technologies and business models are creating new opportunities to engage with co-workers, companies, and customers. However, the impact isn’t always positive. Workers

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