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One of the biggest challenges for customer service teams right now? Agent turnover. It’s a growing problem. So much so that 65.6% of customer service leaders reported an increase in agent attrition over the past two years.
What’s causing this? When we spoke to leaders, they felt that three key issues contribute:
– Agents are overwhelmed with the volume of customer queries.
– Agents find technology complicated to use.
– Agents lack managerial support.
How is this impacting customer experience? The Institute of Customer Service recently found that customer service complaints have hit their highest level on record, and are costing British businesses more than £9bn a month in lost staff time.
There’s not going to be a quick fix, but it’s certainly something customer service leaders want to (and are) addressing. Let’s discuss how to turn things around and, as a result, improve agent and customer experience.
RingCentral is a leading provider of global enterprise cloud communications and collaboration solutions. More flexible and cost-effective than legacy on-premises systems, RingCentral empowers today’s mobile and distributed workforce to communicate, collaborate, and connect from anywhere, on any device. RingCentral unifies voice, video, team messaging and collaboration, conferencing, online meetings, and integrated contact centre solutions. RingCentral’s open platform integrates with leading business apps and enables customers to easily customise business workflows.
For further information, please visit www.ringcentral.com
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