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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.


This episode of The Art of Customer Service covers the following topics around remote work and customer service:

1. 00:00:00 Introduction to the topic

2. 00:04:25 How has work changed over the past year for RingCentral?

3. 00:07:28 Are on-premise systems a thing of the past?

4. 00:12:59 How do you build a sustainable remote work environment?

5. 00:20:00 In what way will the work of agents change?

6. 00:25:27 What role will automation play?


Explore The Art of Customer Service

Stefan Moritz: The importance of Service Design | #32

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Benoit Gagnon & Mads Fosselius: The Future of Customer Service | #31

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Alex Farmer: How to Create a Frictionless Experience | #30

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