RingCentral recently conducted an online survey of 2,000 customer-facing knowledge workers and customer support employees in the US, UK, and Australia. Respondents were screened to work full-time, interact with customers at least 11 hours per week, and work in companies with up to 10,000 and more employees. The majority of these employees are frustrated with disjointed communications technologies, which affect their productivity and ultimately hinder their ability to effectively service customers.
That’s the bad news. The good news is CIOs and leaders from customer support and lines of business have an opportunity to use communications technologies to better engage employees and customers, ultimately increasing customer satisfaction and business profitability. This eBook, based on a study conducted by CITE Research, outlines how.