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EPISODE #17

RingCentral: Remote Work and Customer Service

It’s been a year now that most companies have gone remote due to the global pandemic. How did this affect working in customer service?

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Executive summary

It’s not a typical anniversary and not a reason to celebrate, but a lot has changed in the past year when people were forced to stay at home due to the global pandemic. In this episode, Julien Rio, CX expert and Marketing Director at RingCentral, and Erik Pfannmöller have a retrospective discussion on how this event has transformed the employee experience and the way companies work.

In this episode, you’ll learn

How RingCentral manages to work remotely using their own tools.
Why work from home will turn into work from anywhere and companies will switch to a hybrid model.
How to work with a distributed team, build trust and empower employees.
How automation and remote work will change the way agents work in the future.
Why automation won’t kill contact centers, but empowers companies, agents and customers.