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Whitepaper Library

CustomerZone360 offers this extensive library to help you productively perform research and analysis. Using simplified search criteria, this archive puts actionable, relevant information about communications and technology at your fingertips.

If you are interested in contributing your White Paper into the CustomerZone360 White Paper Library, please contact us.

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REMOTE AGENT PLAYBOOK

RingCentral 2020 | 6/2/2020 12:31:40 PM

This is a manual to help you prepare your contact center with a business continuity plan to make remote work a functional reality.
While working remotely continues to grow in popularity, the decision to allow teams to work from home has typically presented more challenges for some areas of business when compared to others. As organizations navigate potential emergency situations that forge agents to work remotely, RingCentral can help you continue to work as a team to serve your customers even while they are working from home.

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5 WAYS TO CHANGE A TOXIC CALL CENTER ENVIRONMENT

RingCentral 2020 | 6/2/2020 12:29:05 PM

Learn why some call centers can feel downright destructive, and how your business can replace that toxicity with positivity — and success.


No matter who you talk to, everyone agrees: a toxic call center is hurtful to customers, employees, and your bottom line. When customers call in, they’re hoping to connect with an actively engaged team that’s ready, willing, and capable of providing the service they expect. When employees clock in, they’re hoping to be a part of that dream team — plus a positive working environment that helps them serve customers to their best ability.

The reality is that not every call center is set up for success — and some struggle to escape a toxic call center environment. If your call center is one of the good ones, high five! If you believe yours is just okay and could be better, we’ll help you get there. This eBook explores toxic call center environments: what they look like, why they happen, and how to change them for the better.

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The Total Economic Impact™ Of RingCentral Contact Center

RingCentral 2020 | 6/2/2020 12:27:26 PM

Cost Savings And Business Benefits Enabled By RingCentral Contact Center



To better understand the benefits, costs, and risks associated with this investment, Forrester interviewed four customers of RingCentral Contact Center. To reflect the impact that RingCentral Contact Center could have on an organization, Forrester has developed a composite organization detailed further below that is based on benefit and cost data gathered from the interviews. The composite is representative of the organizations Forrester interviewed and is used to present the aggregate financial analysis in this study. The magnitude of benefits and costs will vary for organizations with more or fewer agents.
Prior to using RingCentral Contact Center, the interviewed organizations primarily used on-premises contact center systems for voice and multiple cloud applications for internal collaboration. Poor reliability caused excessive downtime. Agents found their legacy systems time-consuming and difficult to use. In addition, the legacy on-premises systems constrained operational flexibility and did not readily scale. The complexity of legacy systems increased the IT staff effort needed to manage them.

With RingCentral Contact Center, the interviewed organizations were able to not only deliver a better customer and agent experience but also decrease their contact center costs. The IT director at an enterprise software company summed up its impact by noting, “There are so many things we can do with RingCentral Contact Center that we couldn’t do before.”

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The collaborative contact center: A disruptive approach to customer engagement

RingCentral 2020 | 6/2/2020 12:25:43 PM

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

Find out More…

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5 Signs You Need to Move Your CC to the Cloud

Serenova | 2/26/2020 12:19:32 PM

No doubt you’ve heard about the rising adoption of cloud contact centers. According to Aberdeen, contact centers that are choosing cloud-based solutions rose steadily between 2013 and 2018.

It’s easy to see why: Executives cite financial flexibility, the ability to scale up or down easily, and better and more insightful analytics and a more connected customer experience as a few of the reasons they’re making the move. But does that mean you should join their ranks?

If you’re struggling to figure out whether you should evolve from your on-premises contact center, read this article for five clear signs that it’s time.

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3 Smart Strategies for Empowering an At-Home CC Workforce

Serenova | 2/26/2020 12:15:34 PM

Remote call center staffs are becoming increasingly popular. A recent survey of 90 US contact center organizations indicated that 70% are expanding their work-at-home programs. It’s easy to see why. Managers can more easily match agent supply to demand, reducing the need for onsite agents. Organizations can save money by downsizing brick and mortar locations. Plus, the call center can tap into a larger pool of qualified agents who need the flexibility that at-home work provides.

Yet with all these benefits come new challenges. Managing and motivating remote agents can be more challenging than doing the same in house. Plus, you need to ensure your at-home agents are equipped with reliable Internet and voice connectivity – even though your IT department isn’t onsite with them.

Fortunately you can apply proven strategies to address these challenges. Download our guide on Smart Strategies for Enabling an At-Home Workforce to understand the best ways to 1) Manage the quality of agent interactions, 2) Improve agent engagement with gamification, and 3) Ensure network performance and reliability.

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Quality Management and Your Contact Center

Serenova | 2/26/2020 12:12:41 PM

81% of companies recognize customer experience (CX) as a competitive differentiator. That means your contact center needs to work hard to stand out and positively impact customer retention and satisfaction.

How do you know where to start making improvements? One thing is for sure – you can’t rely on your customers to tell you. A typical business only hears from 4% of its unhappy customers – and 91% of them say they won't do business with that company again.

By leveraging solutions such as Quality Management, you can pinpoint areas for improvement and position your contact center to deliver outstanding customer experiences.

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Cloud Contact Center Technology Guide

Serenova | 2/26/2020 12:10:09 PM

Across industries, customer experience has become a key strategic differentiator. Providing a superior customer experience means meeting demands for always-on support and access through the customer’s preferred channels. The best way to achieve that is through a cloud-based contact center solution. But where should you begin when considering a contact center solution to meet your customer experience requirements? With so much to think about, this practical guide is designed to arm you with a high-level view of the cloud and its role in the content center.

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3 CX Mistakes You’ll Never Make Again

Serenova | 2/26/2020 12:08:11 PM

According to a study by customer experience consulting firm Walker, customer experience (CX) has become the brand differentiator over product and price! In fact, Forrester found that a company’s revenue could increase significantly when its CX index score rises. In other words, customer experience (CX) is quickly becoming the ultimate differentiator. Handle it well and your business stands to gain. Fail to manage it just right and you can severely hurt your reputation and bottom line.

So how can you capitalize on the customer experience opportunity rather than see it contribute to your downfall? Read this article to find out. We explain three common contact center mistakes that undermine the customer experience – and how to avoid them.

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The Most Important Contact Center Trends You Need to Know in 2020

Serenova | 2/26/2020 12:06:17 PM

To thrive in 2020 and beyond, contact centers must set their sights on strategic differentiation, not daily firefighting. No longer is it sufficient to react in-the-moment and call it good enough. The smartest (and most successful) contact center leaders realize they need to keep looking forward at all times to identify the important trends shaping the industry.

For our annual trends e-book, Serenova researched and spoke to industry analysts, customers and prospects to uncover the critical, emerging trends that deserve your attention. Understanding these issues will help you effectively prioritize resources, including time, budget and workforce, to ensure your contact centers operate at its full potential.

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Trisys Delivers on Call Recording

Trisys | 9/10/2019 2:49:52 PM

Not all call recording solutions are created equal. As an SMB or enterprise fighting to maintain market share or expand its footprint, call recording is an investment in your future. From boosting sales and enhancing training, to protecting organizations from legal action, compliance violations and the like, the right call recording product introduces accelerated ROI.

In this white paper Trisys offers a snapshot into a number of case studies, delivering insight into what call accounting and recording can do for your SMB or enterprise.

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Employee Experience and Customer Experience: Two Halves of the Whole Equation

RingCentral | 6/19/2019 1:58:41 PM

This report highlights the advantages of bringing together customer and employee experience, including technology investments, process ownership and outcomes. Organizations that treat these areas as two halves of the same whole will reap the benefits.

Executives should read this report to understand the challenges that organizations face if they take a
siloed approach, as well as the benefits of creating a more seamless experience for people both inside
and outside of their organization. We also provide recommendations on how to get started.

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HOW TO BUILD A MODERN DIGITAL CUSTOMER SERVICE STRATEGY: 10 Real-World Insights for B2C Leaders

RingCentral | 6/19/2019 1:48:44 PM

Today, when customers need to interact with brands, they want to use the same tools they enjoy for personal communication. As customers rely less on voice communication and more on messaging, social applications, and other mobile apps, brands have quickly realized they need to meet customers on their terms if they expect to build strong brand loyalty. Because if brands aren’t using those tools, customers simply move on to those that are.

That’s why it’s so critical for brands to build new digital avenues to communicate with their customers. Companies that deliver rich, personalized, and consistent customer experiences across all channels, particularly digital ones, have the inside track to grow market share and revenue.

The challenge of building a superior customer care strategy begins by empowering agents with the tools and solutions required to solve customer issues quickly and effectively. To do so, they need technology that builds complete customer profiles and gives agents immediate access to the company experts who can solve problems quickly. The goal of any successful organization today is to go beyond voice and chat technology to deliver an “omni-digital” customer engagement strategy that helps them reach customers on all the digital communications channels they love today, as well as those they’ll use in the future.

The following guide will help you understand the most common challenges of building an effective digital customer engagement strategy, as well as tips to help overcome them.

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NICE WFM 7.0: Understanding the Business Value and ROI

NICE | 4/15/2019 3:07:18 PM

More than one-third of contact centers struggle with unpredictable customer traffic, resulting in overstaffing or understaffing.

Overstaffing is the simplest way to waste money, and understaffing leads directly to unhappy customers. To avoid either extreme, you need the right employees in the right place at the right time.

To tackle the issue of unpredictable customer traffic, forecasting tools must be able to handle incredibly complex demands and weigh and incorporate a range of source, input, historic and real-time data.

Download this whitepaper and discover why forecasting is the foundation of efficiency.

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Forecasting with Artificial Intelligence

NICE | 4/15/2019 3:04:31 PM

We are living in a golden age where predictive analytics, forecasting and predictive technologies are revolutionising business well beyond the contact centre.

These forecasting capabilities are supported by ongoing developments in machine learning and artificial intelligence; developments that are enabling increasingly accurate projections.

The most robust contact centre forecasting tools have far-reaching impact. Advanced statistical methods can help users realise consistent customer service, improve retention and lower costs across the board through market-leading capabilities. Although the concept is simple, the execution is anything but.

Download this whitepaper to uncover the full discussion surrounding the new Forecasting with Artificial Intelligence solution within WFM 7.

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