Sponsor: Ring Central

The 2020 Customer Communications Review

Let’s just say picking up the phone isn’t the only option anymore. Now, we can email, live-chat, even text businesses to get answers to our questions. But those forms of communications go the other way too— businesses can now text their customers (and prospects), email them with offers and promotions, and, of course, call them.

But is this actually good for business? Or is it just annoying and alienating customers (and potential customers)?

In this report, we’ll look at consumers’ preferences when it comes to communicating with businesses and dig into how businesses can reach out in a way that’s actually productive and effective.

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Unrecognizable collaboration

Every year, video penetrates our personal lives a bit more. We broadcast personal events on Instagram Live, chat with our friends on FaceTime, and leave video messages on WhatsApp. As we’ve become more comfortable with video chat, it has steadily spread into the professional sphere.

In the last few years, we’ve seen an explosion of new workplace applications. Innovators are building virtual rec rooms, simulating spontaneous office conversations, and facilitating spontaneous conversations between remote colleagues.

In this insight report, we’ve profiled 5 of the most exciting applications, investigating precisely how organizations are implementing video and how it’s affected their teams.

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How the Combination of Message, Video, and Phone Will Reshape the Future of Work

Before COVID-19, organizations dabbled in remote and flexible work arrangements for many years without any particular urgency. In the wake of COVID-19, however, the slow-and-steady approach turned upside down. Businesses suddenly had to accelerate their remote work plans and get employees completely equipped to work from home.

As business leaders plan to support more remote work in the immediate and distant future, equipping remote workers with the right technologies is mission-critical. It’s time to move into the next phase of remote work and explore permanent collaboration solutions - with WFH 2.0.

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The Rise of Collaborative Communication

In the digital era, market leaders will be determined by a company’s ability to recognize shifts in the market landscape and adapt to these trends faster than their competition. This means being able to make the best decision as quickly as possible while involving the right people, regardless of their location.

To accomplish this, the collaboration tools organizations use must extend outside of the enterprise—from employees to suppliers to customers. To enable workers to collaborate and communicate more effectively, IT organizations have deployed a wide variety of tools.

This paper from ZK Research offers key recommendations to help organizations make a smooth transition and overcome deployment challenges.

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The Rise of Collaborative Communication

In the digital era, market leaders will be determined by a company’s ability to recognize shifts in the market landscape and adapt to these trends faster than their competition. This means being able to make the best decision as quickly as possible while involving the right people, regardless of their location.

To accomplish this, the collaboration tools organizations use must extend outside of the enterprise—from employees to suppliers to customers. To enable workers to collaborate and communicate more effectively, IT organizations have deployed a wide variety of tools.

This paper from ZK Research offers key recommendations to help organizations make a smooth transition and overcome deployment challenges.

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Contact Centers Must Go Digital Or Die

Consumer preference for customer service channels is changing across all ages and demographics. Adoption of digital customer service channels, with an emphasis on self-service channels such as web and mobile, is exploding as consumers expect relevant and seamless omnichannel customer service. However, firms' technology and staffing plans are not keeping up with consumer demand for digital customer service. This report outlines communication channel customer use and major gaps in contact center technology and operations. It also provides data that will help application development and delivery (AD&D) pros align operations with customer expectations to garner their satisfaction and long-term loyalty.
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Office Movers Guide: The One Thing to Leave Behind

Your business may be relocating to better premises, but is your phone system also ready to move with the times?

For many businesses, the phone is the lifeblood of communications. It’s a means of providing exemplary customer service and connecting staff efficiently, wherever they may be. Many businesses however, are far from utilising their phone’s full potential. This guide provides insight into modern hosted phone solutions and reasons it may be time to consider leaving the old PBX system behind.

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How a Cloud Phone System Benefits Multi-Site Businesses?

When a business spans more than one location, the cost and complexity of maintaining the phone system can present major challenges. In many cases, whether as the result of organic growth or acquisitions, IT has inherited a patchwork of disparate hardware, solutions, and providers. Managing and supporting all of this—both from an IT and an accounting perspective—can be time-consuming, frustrating, and even unnerving.
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The Total Economic Impact™ Of RingCentral

RingCentral commissioned Forrester Consulting to conduct a Total Economic Impact™ (TEI) study and examine the potential return on investment (ROI) that enterprises may realize by deploying RingCentral. The purpose of this study is to provide readers with a framework to evaluate the potential financial impact of RingCentral on their organizations.
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How to Connect Your Business Communications Like Never Before?

Are you ready to embrace the new world of work?

For many businesses, the phone is the lifeblood of communications. It’s a means of providing exemplary customer service and connecting staff efficiently, wherever they may be. Many businesses however, are far from utilising their phone’s full potential. This guide provides insight into modern hosted phone solutions and reasons it may be time to consider leaving the old PBX system behind.

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