Only a week after the contact center department completed its remote-work trial run, the pandemic lockdowns began going into effect. Thankfully, because RingCentral Contact Center was now on the laptops of every Costa Express agent and supervisor, the department was ready for the sudden transition to remote work.
But mobility was only the first of many benefits of the company’s new, cloud-based customer support solution. As Deborah notes, she and her team have discovered several other ways to improve their operations—and the customer experience—using RingCentral Contact Center.
The department uses Contact Center’s skills-based routing, for example, to connect customers with the right agents more quickly. For example, Deborah explains, “We have a call queue just for our technical-support agents. These are former engineers who were in the field repairing the Costa Express machines. So, when a customer has a technical issue, our automated menu can send them directly to someone with expertize at dealing with the machines.”
The team is also leveraging the flexibility and ease-of-use of RingCentral Contact Center’s admin platform to add customized options to the department’s IVR—including automation options that allow customers to self-serve rather than waiting to connect with an agent.