Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used




Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used


This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties


Upcoming Events


How To Enter the 2020 Members' Choice Awards - For Vendors




How to Get Management’s Buy-In for Today’s Contact Center - RingCentral, Inc. - Blog

How to Get Management’s Buy-In for Today’s Contact Center

In this day and age, it’s easy to think that every business has a contact center. Yet, not only do many businesses not have one, but among those that do, there’s a growing desire to modernize their systems to keep up with changing customer expectations. These are two very different scenarios, but both often face a common obstacle in the way management thinks about the contact center.

While there certainly are contact centers performing at world-class levels, a lot of things have to go right for that to happen, including management buy-in for making the entire business customer-centric. In this post, I’m going to address each of these two scenarios, both in terms of what management’s thinking looks like, and what you can do to change that.

Scenario 1—No Contact Center

This scenario actually has two branches—businesses that have never had a contact center and those that have but for whatever reason chose not to continue it. Each of these warrants deeper analysis, but for now, I’ll focus on two common issues. First is the associated investment, ongoing cost, and technical complexity around having a contact center.

While these issues are valid contact center deterrents, they are based on legacy technology models and don’t reflect the current state of the market. This is particularly relevant for never-before situations, which tend to be smaller businesses having serious IT limitations. They may, in fact, want a contact center, but based on what they know—or think they know—the business simply has higher priorities.

A second common issue would be the belief—primarily from management—that the use case just isn’t there. This could be based on prior results—possibly from experiences at other companies—when the effort simply didn’t translate into happier customers. Whether that may have been the result of poor agent training and/or relying on legacy technology, management has made their decision. A possible supporting factor may be business related: wherein the company has a strong enough market position that a contact center isn’t really warranted. Typical scenarios would be highly regulated markets, captive customer bases, and mature sectors where hardly anything changes.

In 2017, it’s hard to support any of this thinking, and management really needs a reality check. Every sector is vulnerable if customers are taken for granted, and a good starting point is to update management on how technology has evolved—not just for customers, but in the contact center. A related holdback is the language we use around this, namely “call center” or “contact center.”

Given the legacy associations with terrible service experiences, it won’t be enough to talk to management about what’s new without changing the nomenclature. If management associates these terms with bad service, it’s no wonder they won’t be interested. As such, the strategy is to change the narrative and talk instead about “customer care.” That’s the language of 2017, and it doesn’t carry any of the legacy baggage that is holding back these companies.

Scenario 2—Want to Modernize Contact Center

At least these businesses have enough buy-in from management to have a contact center, but they are still being held back by legacy thinking. Given the capital-intensive nature of premise-based systems, many businesses have little choice but to make do with aging technology that puts agents at a stark disadvantage when dealing with tech-savvy customers.

Again, this is a case when management needs to be updated, especially around CCaaS—contact center as a service. All the legacy holdbacks to modernizing the contact center go away with CCaaS, at which point management can begin to think differently about what’s possible. Here too, a narrative built around customer care will help them reframe things around what’s really important—the customer, rather than trying to keep contact center costs down.

Instead of thinking in terms of being a cost center, the emphasis needs to be on empowering agents to have deep engagement with customers. This is how you increase customer satisfaction, reduce turnover, create brand ambassadors, and increase share of wallet. These are the outcomes management understands and values, and that’s what customer care is about.

They may not see any of this if you keep talking about the contact center in legacy terms, so it starts with you. For IT decision makers reading this post, I think you’ll understand what to do, and the same holds for service providers selling hosted services to businesses. You may have access to great technology with CCaaS, but that’s not what management cares about. However, by translating that into business-level benefits, you might be surprised how easily the conversation about modernizing the contact center will turn.


Publish Date: April 27, 2017 5:00 AM

2020 Buyers Guide Computer Telephony Integration

Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

ComSys S.A.

CLink for CRM and Call Center Integration
CLink by Comsys is a middleware that connects in real-time the CRM and the contact center applications. CLink enhances the CRM with interaction management capabilities from the contact center that allow agents to work more productively across all communication channels.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect Software®, and Microsoft® for the delivery of innovative interaction management and contact center optimization solutions.
PH: +302109241486

IntraNext Systems

IntraNext Systems develops agent efficiency tools and data security software solutions for medium-to-large contact centers. Our Event Intelligence® Platform solutions include SmartCTI™, iGuard®, and SmartSIP™. SmartSIP is based on our patented SIP layer technology and provides a DTMF masking solution for VoIP environments.
PH: 888.638.6398


CRM integration
We know how important it is for a business to obtain data from its customers and to manage them effectively, so we help small to large companies by integrating their CRM with the Virtual Switchboard.

This type of integration will simplify the work of your team and improve the management performance of the contact list and its information.
PH: +34 952 667 511


NovelVox CTI Connector
NextGen Cisco Finesse, Genesys & Avaya Embedded CTI Connectors for Salesforce, Microsoft Dynamics, ServiceNow, Zendesk & more.
PH: (+1) 301 202 3672

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
Submit Event

Upcoming Events

15th annual Best Practice Conference - this is the contact center world's most highly rated event - a whopping 100% of delegates say they would recommend it!

100's of best practice tips and ideas from contact center professionals Read More...

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =