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? 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...
1) …how RingCentral manages to work remotely using their own tools
2) …why work from home will turn into work from anywhere and companies will switch to a hybrid model
3) …how to work with a distributed team, build trust and empower employees
4) …how automation and remote work will change the way agents work in the future
👉 „The Art of Customer Service” is a podcast from digital kompakt: You’re being connected... Hello, how can we help you? For top notch customer service, please click the play button of „The Art of Customer Service”. From then on just follow the instructions of Erik Pfannmöller and his guests. They’ll instruct you in practice, tools and techniques concerning the topic of customer service. For further questions, please resort to the numerous shows in the digital kompakt universe.
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🗣 Moderation: Erik Pfannmöller, AI-expert and founder of chatbot-company Solvemate – https://www.linkedin.com/in/erikpfannmoeller/
👤 Guest: Julien Rio, Senior Director of Marketing at RingCentral – https://www.linkedin.com/in/julienrio/
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🔥 Overview of all sponsors: www.digitalkompakt.de/sponsoren/
🎧 Our exclusive audio partner Bang & Olufsen❤️. Find out more about our audio specialist here: www.digitalkompakt.de/audiopartner
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from 00:00 | Introduction to the topic
from 04:25 | How has work changed over the past year for RingCentral?
from 07:28 | Are on-premise systems a thing of the past?
from 12:59 | How do you build a sustainable remote work environment?
from 20:00 | In what way will the work of agents change?
from 25:27 | What role will automation play?
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