Resource Center

Topic: Contact Center

Customer Experience In The Wake Of COVID-19

Published September 08, 2020
As many resume their normal lives following the gradual ease of lockdowns, remote work (and remote contact centers in particular) are still here to stay. This whitepaper offers guidance on which tools and features are necessary to make a remote contact center perform optimally – both during the course of this pandemic, and well after it subsides.

Communication is Key to Remote Work

Published June 08, 2020

Necessities for Remote Customer Service Teams

Published May 15, 2020
Remote customer service can be particularly beneficial to small and medium-sized companies who want to create a great customer experience without all the expenses of setting up a call center or customer service department in an office environment. But what tools and features are absolute must-haves for inbound and outbound remote services options? This guide explores the functionality needed to provide support remotely and highlights the necessities for remote teams who are handling inbound and/or outbound support activities in your business.

Bridgepointe, Your signal in the noise

Published April 27, 2020

Contact Center 2.0: Tomorrow's Solutions for Today's Customers

Published March 30, 2020
It’s time to close the chapter on Contact Center 1.0. Companies must make customer engagement experiential, intuitive, and collaborative for a modern customer in modern times. Read on to discover how adopting Contact Center 2.0 can help you achieve those gains with minimal risk to operations, budgets, and customers.

A Forrester Study: The Total Economic Impact of RingCentral Contact Center

Published March 30, 2020
RingCentral Contact Center is an omnichannel and collaborative cloudbased contact center platform. It helps organizations deliver a better customer experience and improve agents’ productivity and work environment. RingCentral Contact Center offers extensive functionality and can be readily integrated with adjacent systems. It is highly reliable and scales easily, enabling organizations to accommodate seasonal peaks or ongoing growth.

ICMI Toolkit:The Road to Agent Experience Maturity

Published February 27, 2020

The State of Agent Experience and Engagement in Today's Contact Centers

Published February 27, 2020

Will Customer Experience Make or Break Your Business in 2020?

Published January 29, 2020
In 2020, customer experience is going to an area of heavy focus and investment for companies who want to compete effectively with a distinguished, customer-centered brand. Our new whitepaper showcases how this will be a year of experience-driven business decisions and investments, explains the important link between contact center software and customer experience, and highlights some of the best cloud-based contact center features you can use to make your business more customer-centric and successful this year.

Contact Center KPI Benchmarking Report

Published January 13, 2020

Cloud Contact Center for the Digital World – MiCloud Connect CX

Published January 13, 2020

7 Signs Your Small Business Is Ready For Contact Center Software

Published November 18, 2019
Investing in a cloud-based contact center can give your small company more control over your customer experience through centralized tools and features. But as with any other investment in your small company, timing is essential. Here are seven key signals that your small business is ready to benefit from a contact center software system.

How to Leverage Your Contact Center for Competitive Advantage

Published September 26, 2019
Contact Center software is continuously improving, and vendors are adding more sophisticated features and capabilities to support customer experience initiatives for companies of all types and sizes. If you have a medium-sized business though, you’re in an especially advantageous position for creating competitive advantages from Contact Center tools. Our recent whitepaper showcases the competitive landscape of customer care in mid-sized companies and outlines the contact center strategies you can leverage for stand-out customer care in your medium business.

Frost and Sulivan Mid-sized call centers take a digital first approach

Published September 04, 2019

The Elephant in the Room

Published July 11, 2019

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Featured Research
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  • Customer Experience In The Wake Of COVID-19

    As many resume their normal lives following the gradual ease of lockdowns, remote work (and remote contact centers in particular) are still here to stay. This whitepaper offers guidance on which tools and features are necessary to make a remote contact center perform optimally – both during the course of this pandemic, and well after it subsides. more