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ConnectCentral 2018: 4 Insights Connecting Employee Engagement with Customer Engagement - RingCentral, Inc. - ContactCenterWorld.com Blog

ConnectCentral 2018: 4 Insights Connecting Employee Engagement with Customer Engagement

On day two of ConnectCentral 2018, IT leaders explored the impact of technology on employee and customer engagement. It was clear throughout breakout sessions and main stage presentations that when businesses invest in great employee experiences, they drive better customer experiences, and vice versa.

Four key insights stood out today:

Technology is a crucial element of exceptional employee experiences

Bestselling author and futurist Jacob Morgan shared how companies have a misplaced focus on lavish perks and benefits instead of culture, physical space, and technology — the actual elements that create a winning employee experience. Technology is a driving force in this equation, affecting a full 30 percent of the employee experience. Morgan affirmed that the future of work requires technology that enables seamless and simple real-time communications and collaboration at scale.

Customers expect to engage with businesses on the channel of their choice

Customers today expect to interact with brands based on their preferred mode of communication, whether that is phone, text, video, social media, email, chat, or another channel. Customer engagement over these digital channels has grown 63 percent in the last two years. This rapid proliferation of touch points has contributed to fragmentation as businesses struggle to keep up. RingCentral COO Dave Sipes unveiled a solution for overcoming these challenges: RingCentral Engage, a digital customer engagement platform that reduces complexity and centralizes response management for consistent communication regardless of the touchpoint through which customers engage.

Uniting employee engagement and customer engagement drives great experiences

The clear opportunity for businesses today is to build amazing experiences for customers and employees, driving business value and customer satisfaction. In his fireside chat with Aragon Research’s CEO Jim Lundy, RingCentral Founder and CEO Vlad Shmunis shared the vision that, regardless of how RingCentral grows, what really matters is delivering for the customer, and an engaged workforce is “table stakes” for executing on that vision. He sees the future as clear and non-controversial—legacy on-premises communications platforms will be replaced with cloud communications systems, because only native cloud technology enables both employees and customers to communicate effectively.

Technology empowers all workers

Reshma Saujani, founder of Girls Who Code, closed out the day discussing the importance of providing opportunities for girls to develop the skills critical for success in the 21st century. The national movement she has created is closing the gender gap in technology, with a goal of equality by 2027.

Check back tomorrow for key takeaways from the final day of ConnectCentral 2018, which features a keynote addresses from award-winning author Malcolm Gladwell and CEO of the Golden State Warriors, Joe Lacob.

Source: https://blog.ringcentral.com/blog/2018/11/connectcentral-2018-day-two-recap/

Publish Date: November 14, 2018 5:00 AM


2021 Buyers Guide Help Desk Software

 
1.) 
eGain Corporation

eGain CallTrack™
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.

2.) 
Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!
PH: 833-427-7488

3.) 
Knowmax

Knowmax
Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.
PH: +91 9702626568

4.) 
Nuxiba Technologies

CenterWare
Nuxiba's Help Desk Software is ideal for delivering top-level contact help desk services. It not only tailors to your existing technology resources but also allows you to set staff priorities that forward clients to the most knowledgeable agents.

Give personalized assistance, and analyze performance with our real-time monitoring, recording, and reports. Integrate Salesforce or VTiger CRM systems, be TCPA compliant, protect your cardholder's data during calls, and more!

Request a quote or demo today and start the journey to increase your first-contact resolution percentages in less than three months!

5.) 
OneDesk

OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.
PH: (514) 731-6878

6.) 
Teckinfo Solutions Pvt. Ltd.

ActivDesk Help Desk Software
ActivDesk Help Desk Software is an intelligent ticketing software for multi- channel customer interaction & engagement. It streamlines the entire ticket management process. With its SLA & escalation management, it enables your help desk to deliver enriching customer experience.
 



View more from RingCentral, Inc.

Recent Blog Posts:
How We Built An Award-Winning Office in CharlotteDecember 7, 2018 5:00 AM
ConnectCentral 2018: 4 Insights Connecting Employee Engagement with Customer EngagementNovember 14, 2018 5:00 AM
Three Reasons to Attend ConnectCentral 2018August 29, 2018 5:00 AM
Share your story at ConnectCentral 2018: call for presenters and award nominations now openAugust 10, 2018 5:00 AM
Why VoIP Is Better for Small Businesses: 3 Reasons to Provide Phone Solutions in the CloudMay 31, 2018 5:00 AM
RingCentral Ranked #1 in IHS Markit 2018 North American UCaaS ScorecardMay 14, 2018 5:00 AM
Introducing RingCentral Integrated Collaborative Meetings SolutionMarch 14, 2018 5:00 AM
Explore the Winning Hacks from the ConnectCentral 2017 HackathonOctober 27, 2017 5:00 AM
Ensuring the Best Voice Quality for Cloud CommunicationsOctober 26, 2017 5:00 AM
ConnectCentral 2017 Ends with Focus on InnovationOctober 26, 2017 5:00 AM

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