Data Security


Automation: The Contact Center’s Grocer

One common misconception about virtual assistants is that they are ‘all or nothing,’ meaning that the goal should be to fully automate a customer interaction.

Technology Artificial Intelligence


Hiring Work-at-Home Agents After the Coronavirus Crisis: What’s Next

WAH agents don’t just have to be wired technically, they need to be properly wired emotionally.

Technology Staffing


Knowledge Management: Four Selection Criteria to Increase Customer Lifetime Value

This ability to be wherever a customer’s journey starts or ends gives KM solutions the unique ability to fulfill the true holy grail for customer experience-savvy organizations: increasing...

Technology Self-Service Assisted Service


Analytics-Infused Training: How to Nurture Agent Growth and Customer Happiness

Automated analytics software can give contact center managers a complete picture of a customer interaction by looking at patterns in speech, desktop and text interactions.

Technology


Important Trends in Workforce Management Technology

Rich in historical metrics, WFM is prime for the implementation of artificial intelligence and analytics.

Technology Artificial Intelligence


The New CX Imperative: Serving the Values-Based Consumer with a Heaping Helping of Digital Empathy

Digital empathy happens when companies ‘listen’ to customer behavior across channels, learn from it and apply their knowledge to improve a customer’s digital experience.

Technology Omnichannel


Cloud-Based Dialer Checklist

Cloud-based systems open a whole new world of features. Make sure you know what to ask for when you are evaluating a new dialing system.

Technology White Papers


Accomplishing Call Center Transformation with Unified Communications Softphones

Enabling human agents is a perennial challenge in the contact center industry, particularly in terms of supporting the need for remote working without compromising productivity.

Technology Unified Communications


AI and KM: From Knowledge Management to Knowledge Automation

An AI-infused KM system delivers “knowledge at your fingertips,” making it easy for customers to access the right information 24/7.

Technology Artificial Intelligence White Papers


Coronavirus = Business Continuity Plan

Do you have the appropriate technology for your staff to work from home during a disease outbreak?

Technology White Papers COVID-19 Remote Work


How to Promote Customer Loyalty in the Age of Complexity

If removing friction from the customer journey is your goal, then it’s time to consider using intelligent automation.

Technology Self-Service White Papers COVID-19 Customer Retention


The Roarin' Twenties Redux

The more I researched the Roarin’ Twenties of a century ago, the more I began thinking that we may be on the cusp of a Roarin’ Twenties of our own. This could be a decade that defines the current...

Technology


Transform Your CX from Good to Great by Treating Your Agents Right

The study found that the number of channels agents are balancing is the second most common stressor (67%), just behind the amount of paid time off they receive (75%).

Technology Omnichannel


Executive Interview with LogMeIn’s Ryan Lester

There are so many opportunities in these little moments that customers have when they’re calling into a contact center or engaging with a frontline employee to make things better—and...

Technology Artificial Intelligence White Papers


Turning Up the Heat on the Contact Center: A Fireside Chat

Without a doubt, 2020 will surface more ways, both practical and innovative, to leverage AI and improve both customer and employee experience.

Technology


 

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