Ransomware gangs are doubling down on attacks against multi-cloud environments. Bob Violino explores the threat and offers guidance for a more ironclad defense. The scale and economics of the cloud are a boon for today’s enterprises, enabling them to move applications and data out of on-premises data centers and into multicloud environments as needed. The […]
Ransomware vs Multi-Cloud Read More »
In 1971, the first self-replicating virus (called Creeper) was unleashed across the ARPANET as a proof of concept. The virus itself was not designed to do any harm, but instead simply highlighted potential vulnerabilities in mainframe computers across the network. More humorous than destructive, this malware was mostly an annoyance, displaying the message “I’M THE
The customer experience is evolving. When we discuss innovation in the customer service space, we immediately jump to digital. When we highlight CX trends, we focus on how fast, seamless and convenient service experiences can be. But, what we don’t often discuss is the inherent need for traditional support options. Sure, digital is still a
Unlocking the Power of Voice in 2022 Read More »
In 2022, maximizing productivity is a non-negotiable. Over the past two years companies have recognized the value of optimized contact center operations and are working to extensively improve processes, streamline operations and ignite efficiency. While many have been slowly working to enhance productivity, the metric has quickly become critical for customer experience success. The stakes
Maximizing Productivity in the Contact Center Read More »
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
2022 agent experience trends report Read More »
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
2022 State of Customer Experience Technology Read More »
A Shift to Agent Centricity SPOILER ALERT: Finding and retaining great talent was never easy. But now? Effectively staffing and engaging employees in your contact center might feel like you’re on an impossible mission. Download to learn more
2022 Guide to Leading an Agent-Centric Contact Center Read More »
“The Inner Circle Guide to Remote & Hybrid Working Contact Center Solutions” is one of the Inner Circle series of ContactBabel reports. Other subjects include Agent Engagement & Empowerment, Customer Engagement & Personalization, Cloud-based Contact Centers, AI, Chatbots & Machine Learning, FirstContact Resolution, Omnichannel, Self-Service, Outbound & Call Blending, Workforce Optimization, Customer Interaction Analytics and
The Inner Circle Guide to Remote & Hybrid Working Contact Center Solutions Read More »
RingCentral has earned the Metrigy MetriStar Top Provider Award for contact center platforms. The value of the MetriStar Award is that it is based on both customer ratings of providers and quantitative metrics correlating the use of a vendor’s products and services with measurable business success. Contact center platforms are the communications core of all
MetriStar Top Providers Read More »
The world around us has changed a lot since the COVID-19 pandemic. The customer experience has been completely redefined, and although many services have become “touchless” in our post-pandemic world, touchless does not mean “contactless.” Instead, consumers expect outstanding on-demand service from the organizations they do business with, using the channels they prefer (including voice,
Next-Gen Cloud Contact Center for Dummies Read More »
