Name: How to Transform Your Contact Center in the Remote Work Era
Start: 2020-11-10T17:00:00Z
End: 2020-11-10T17:01:09.000Z
Location: BrightTALK
Rating: 0

RingCentral provides cloud business phone systems designed for today’s mobile and distributed business world.  Join us for our weekly interactive product demos or our monthly eSeminars, which highlight best practices for leveraging today’s communications trends for your business.

Meaningful communication, both internal and external, can help an organization deepen its relationships and perform better in the market, but it’s not just about the message – it’s also about the medium. Being able to reach employees and customers in accessible, convenient ways allows them to actually hear what you’re saying. Whether you’re deploying text-based messaging, video calls or phone conversations, having a unified approach to your business communications is critical for delivering great experiences. 

Identifying the right communication infrastructure is the first step in elevating the customer and employee relationship. In this webinar from RingCentral, learn how intelligent, cloud-based systems can enhance company interactions, from responsive customer service to optimized operations.

Tune in to hear more about:
● The importance of a unified comms system in today’s hybrid workplace
● How cloud-based communications can improve employee mobility, reliability and security
● The new technology developments that are impacting the customer experience
● And much more

Elevating Customer & Employee Experiences Through Fully Unified Communications

There are approximately 2.7 billion frontline workers globally, which is more than twice the number of desk-based workers. But nevertheless, they have been largely left behind in the video and AI revolution of post-pandemic work tools and have minimal connectivity back to office workers. Frontline workers need to be given the right tools to perform their jobs effectively. Without digital investments, it can lead to siloed work, departmental and geographical gaps.

This webinar will explore cloud-based communication tools that are specifically designed for essential and frontline staff, with features and benefits including: 

● Real time voice
● Consolidated devices 
● Faster resolution of issues with hands-free communication 
● File and image sharing 
● Real time video and AI tools 
● Live transcriptions and translation tools

Push to Talk: Bringing frontline workers into the cloud

When it comes to cloud communications, privacy and security concerns are complex, costly and inadequate. From a security perspective, organizations want peace of mind that employee conversations are protected from 3rd party intrusions that stem from account compromises or man-in-the-middle attacks.

For those organizations who covet private calls, chat messages and video meetings were stuck using consumer-grade end-to-end encryption products that lacked sufficient compliance oversight, often forcing them to evade corporate policies and use non-sanctioned apps.

In this webinar, learn how organizations can simplify their tech stack by eliminating non-sanctioned apps and enabling RingCentral’s native end-to-end encryption capabilities.

Daniel Fishkov, VP of Security Engineering, and Roman Tobe, Security Strategy Director with RingCentral, join Mike Matchett, Principal Analyst of Small World Big Data, to discuss end-to-end encryption in cloud communications every IT pro should know about.

Securing Message, Video and Phone Call Cloud Communications with E2E Encryption

Join us for RingCentral’s CX Book Club Event!  Shep Hyken and Bill Price will have a thought provoking conversation about the featured book The Frictionless Organization: Deliver Great Customer Experiences with Less Effort.  Price was the first worldwide VP of Customer Service for Amazon.  He knows the challenges of leading a contact center first-hand and will share some of his experiences and methods for improving customer satisfaction and removing friction at Amazon.

Contact center leaders have struggled this year with attracting & retaining talent.  Organizations can make an agent’s job much easier by driving friction out of the customer journey and organizations. During this session, you will learn

    How to focus the organization on understanding why customers are contacting you
    Drive strategic actions to determine which contacts you should eliminate, automate and prioritize
    How to introduce & maintain a continuous improvement loop to remove friction in your organization and for your customers
    How focusing on removing friction will improve customer satisfaction, enhance employee experience and drive revenue.

How to Improve Customer & Employee Experience: Focus on Eliminating Friction

The last few years have disrupted industry operations for companies of all sizes, but it has been particularly challenging for those without enterprise-level resources. To keep up with changing consumer expectations, small and medium-sized businesses (SMBs) have had to reexamine their business strategies and rise to the challenge of this new digital market. While some SMBs have been embracing innovation and implementing technology in new ways, the digital transformation doesn’t end here. Instead, 2023 is expected to usher in a new range of business priorities, products and platforms for small business.

For some, 2023 will be about getting online and meeting customers where they prefer to shop. Those who have already invested in updating their digital infrastructures can look to upgrade their consumer experience and personalize their customer service. It’s not just the SMBs who are evolving; solutions providers have recognized the power of these businesses and are launching new technologies for these specialized markets. As a result, experts predict that 2023 will see continued growth and adaptation, thanks to newly accessible tools.

In the fifth installment of RingCentral’s webinar series, “The Future is Calling: How to Keep in Touch with Tomorrow’s Work Needs,” our panel of experts will share their predictions for the near future of small business and identify the most important trends that SMBs should keep in mind.

Tune in to learn more about:
— Why best-in-class customer service will incorporate personalization
— How workplaces will focus on accessibility
— The technologies helping SMBs to embrace a digital-first approach
— And much more

Part 5: The Good, the Bad and the Unexpected: What’s in Store for SMBs Next Year

Towards the end of 2021, patient utilization of live video visits encountered a dip while other telehealth modalities experienced a jump. According to the 2021 Rock Health Digital Health Consumer Adoption Survey, satisfaction with live phone calls and asynchronous telehealth (using pictures) jumped by 30% and 41%, respectively. 

As chronic care condition management, remote patient monitoring, and hospital at-home care models drive the new era of distributed, outcomes-based health service delivery, an equally new approach to how healthcare organizations engage and communicate internally and with patients needs disruption too. 

A modern cloud-based communications system is foundational to supporting personalized patient encounters, creating virtual points of care, and improving operational performance.  

Join us for this informative session to hear from experts on:

How to support hybrid patient visits
Optimizing patient scheduling call management
Capturing and tracking reimbursable patient phone time

Supporting the New Era of Digital Patient Engagement

IT security teams want to maximize existing investments to save costs. For organizations with Microsoft 365 E3 or E5 licenses, they want to make sure they get the most value out of the products. When it comes to unified communications, the approach is no different. How can IT security teams maximize current spend while advancing their organization's unified communications and security?  

In this webinar, learn how RingCentral can integrate world-class telephony to Microsoft Teams as well as extend security to cloud communications.  Amiya Das, Senior Product Manager - Security, and Roman Tobe, Security Strategy Director with RingCentral joins Mike Matchett, Principal Analyst of Small World Big Data for a wide ranging panel discussion covering important topics every IT pro should know about when it comes to cloud communications, including: 

How to maximize existing Microsoft communications investments
The importance of security, data privacy and encryption in unified communications
The future of cloud communications security

Maximizing cloud communication security in a Microsoft environment

"Education runs on lies. That’s probably not what you’d expect from a former Secretary of Education, but it’s the truth.” So opens Arne Duncan’s How Schools Work.

How Schools Work exposes the lies that have caused American kids to fall behind their international peers, from early childhood all the way to college graduation rates. But it also identifies what really does make a school work.

Join us for this fireside chat with Arne Duncan and Brian Baute to talk about the focus of his work and how technology can help support and drive success in schools.

How Schools Work & The Role of Technology to Help

Spending on customer experience continues to increase, but where are organizations investing? In our State of Customer Experience Technology Report, we uncovered some critical trends to help contact center leaders develop plans for transforming how their contact centers engage with customers across all channels.

Topics covered in this webinar include:
Digital channel usage is increasing, but which channels are the most trusted?
AI spend is up and steadily increasing, but execution is lagging. What’s the disconnect?
Is omnichannel still a focus for organizations?
How can WEM help enable optimization across digital customer experiences?

Top Digital CX Technology Trends Heading into 2023

There are more ways to contact customers than ever before, but this doesn’t always make it easy to truly connect. High volumes of messaging can fall on deaf ears if a company isn’t using the right communication medium. Between overwhelmed email inboxes and unwanted phone calls, many customers are disengaging from the conversation and can be surprisingly hard to reach. Not only does this weaken the business relationship, but it can have real material impact when it comes to missed appointments and disrupted staffing plans.

This doesn’t need to be the case, if businesses can meet their customers on their preferred channel: mobile. SMS communications are already a popular way to connect socially, yet they are underutilized in the business market. Companies of any size can leverage business texting to provide near-instantaneous speed of service to their customers, removing the friction of phone calls. With the right SMS partner, both SMBs and enterprise organizations can drive new engagement, create workflow efficiencies and cut costs.

In the latest installment of RingCentral’s webinar series, “The Future is Calling: How to Keep in Touch with Tomorrow’s Work Needs,” our panel of experts will deep dive into the far-ranging impacts of SMS business texting.

Tune in to learn more about:
— Why your current communication tactics may not be finding an audience
— How to leverage SMS efficiently in a business environment
— The multiple benefits of improved communication on business operations
— And much more

Part 4 — Success with SMS: How to Reach Customers Where They Are

Join this book club event as Shep Hyken and Karin Hurt discuss her latest book, Courageous Cultures. " With the “frontline” talking to customers all day, they hear feedback first-hand that needs to be shared with management and leadership. In addition, they are an incredible resource for ways to better serve the customer. With that in mind, the audience will leave with:

    Communication strategies to eliminate FOSU (Fear of Speaking Up) 
    Techniques to empower customer-focused problem solving
    A process to tap into the best ideas from every team member
    And more!

RingCentral Book Club Series: Courageous Cultures with Karin Hurt

Digital transformation —a top initiative for businesses for the better part of the past decade—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 the only way to interact with a company was through digital technologies. And the advent of hybrid work put further emphasis on digital tools to keep teams connected regardless of physical distance.

Because data and applications have become the hub of new business models, becoming a digital organization requires a new way of operating IT organizations. That’s where composability comes in.

Join this informative webinar with Zeus Kerravala, Founder and Principal Analyst at ZK Research and David Lee, VP Product Management for Platform at RingCentral as they discuss:


• What is the composable enterprise?
• How becoming a composable enterprise can positively impact the entire organization 
• Communications in the composable era
• How to embrace composability in your organization
• What to look for in a solution provider

Composable Communications - it’s the cloud’s next big thing

The workforce is more distributed than ever, which has made fostering connection more challenging yet more important than before. The pandemic led many companies to adopt new technology and communications channels, in order to replace in-person interaction, but these selections were often made blindly. RingCentral’s 2022 State of Human Connection at Work report found that 68% of employees rely more on business comms tools than before — yet 39% still report feeling more lonely and isolated. These tools may not be working.

Building real human connection within your company requires more than the ability to send a message. A majority of employees find voice communication as effective as an in-person conversation, but are being tripped up by multiple products and platforms; 83% believe a single communications hub would be ideal. What does it look like to offer employees every tool for connection that they need, without overwhelming them with tech?

This first webinar in RingCentral’s series “The Future is Calling: How to Keep in Touch with Tomorrow’s Work Needs,” will explore that exact question. Industry experts will dig into the realities of today’s new work environment and identify how to bridge the disconnect 

Tune in to learn more about:
— The good, the bad and the ugly of hybrid work connectivity today
— How companies and employees have adapted and why this might be falling short
— Which technology channels can close the physical gap and which are just clutter
— And much more

Speakers:
Andrew Spence, independent workforce strategist
Esther Yoon, AVP of Product Marketing, UC, Ring Central
Andrew Deutscher, Founder, Regenerate

Connecting the Dots: The Future of the Workplace is Here

In a competitive landscape, customer service can make or break a business. As more of our world becomes digitized, it is important not to undervalue the power of human interaction — especially when a customer needs assistance. In fact, a recent PwC survey found that 82% of U.S. consumers want more human interactions in the purchasing journey, while nearly half would pay more for a friendly, welcoming experience. Yet despite the best of intentions, many companies fail to deliver superior customer experiences. 

How can they — and you — turn this around? Frequently, the trouble starts internally, which makes it the perfect place to begin. By establishing clear workflows for your employees, both mentally and technically, you enable them to provide the quality of service that customers now expect. Creating a smooth pipeline between consumer and employee is critical if organizations want to resolve issues quickly and build positive relationships. When staff know who is responsible for each scenario and which tools can assist them in their task, they can focus on the true goal: elevating customer satisfaction.

In this third webinar in RingCentral’s series, “The Future is Calling: How to Keep in Touch with Tomorrow’s Work Needs,” industry experts will share their insights on how to build best-in-class customer service, starting with communication fundamentals. 

Tune in to discover:
— The ways a small team can create big experiences
— The impact of relevant metrics on performance — and how to implement this
— How to leverage technology to streamline communications
— And much more

Part 3: Keep the Conversation Flowing: Why Good Customer Comms Start With You

Work is different now. Months, even years, of makeshift policies have given way to a new normal that many companies are still unprepared for. Evolving with the times is the only way to stay competitive, but investments must be strategic. One critical piece to update is your communications infrastructure, as this underpins a company’s ability to collaborate, innovate and ultimately deliver their product; RingCentral has found that 81% of employees believe collaboration apps boost productivity. Yet 69% waste up to an hour a day navigating between these different apps — the opposite of productivity.

Something is going wrong here, so how to fix it? The right communications strategy for one organization may not be the best fit for another, not to mention that these transformations can be expensive and laborious to implement successfully. Yet when a business is able to identify the needs and preferences of its workforce — and then actually deliver on these — the results are evident in both employee satisfaction and the bottom line. Getting it right today can help protect operations for the future.

Tune into this next installment of RingCentral’s series, “The Future is Calling: How to Keep in Touch with Tomorrow’s Work Needs,” to learn how to navigate this new communications landscape. Our panel of industry experts will break down:

— The most common issues companies run into with existing communications strategies
— Why it’s important to figure out the best comms approach for your team
— How the right technology will simplify this process, not complicate it
— And much more

Speakers:
Andrew Spence, independent workforce strategist
Amir Hameed,SVP Worldwide Solution Sales & Engineering, RingCentral
Karlynn Holbrook, Sr. Manager, Digital Employee Communications, Walt Disney Company

Part 2: Building a Communications Strategy for the Future Starts Today

Join RingCentral’s CX book club event as Shep Hyken speaks with author, Fred Reichheld about his latest book, WINNING ON PURPOSE: The Unbeatable Strategy of Loving Customers.

In it, Reichheld and Bain partners Darci Darnell and Maureen Burns show why all businesses should make enriching the lives of customers their primary purpose. They irrefutably prove that it’s the best way to ensure sustainable growth, happily fulfilled employees, and robust investor returns. And they unveil Net Promoter 3.0—updated for our current business and social environment.

The book also introduces Reichheld’s latest invention, Earned Growth, which provides an accounting-based twin for Net Promoter Score, and will buttress and enhance the Net Promoter System.  With that in mind, the audience will leave with:

- How NPS feedback from millions of customers reveals that the previously invisible forces of love and loyalty drive business success

- Why most NPS practitioners achieve just a small fraction of the system’s potential

- How to integrate NPS feedback with big data

- And more!

WINNING ON PURPOSE: The Unbeatable Strategy of Loving Customers

Working from home has become the new norm and providing business continuity across your customer service organization is crucial to your bottom line. If your contact center is not prepared with the right tools, processes, and agent support to work from home, you may be putting your company's revenue at risk.

Join, our guest, Ian Jacobs, Principal Analyst, from Forrester Research, as he breaks down the right way to move your company’s contact center to a WFH agent model today, what strategies you can implement, and benefits of continuing WFH agents in the future:

* Planning your transition: using a cloud-based contact center platform to maintain business continuity as you enable WFH agents.
* Managing your operations: providing admins and supervisors with the tools they need to monitor WFH agents and make changes without needing IT help.
* Looking forward: reducing cost and improving productivity with a remote contact center.

How to Transform Your Contact Center in the Remote Work Era

Communications

Cloud

Phone System

Business

Digital Workspace

Customer Experience

Remote Office

Work From Home

Contact Center

Call Center

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How to Transform Your Contact Center in the Remote Work Era

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