Cheryl Hisdahl. Worldwide Express’s Contact Center Manager, notes that as Richard’s team began rolling out RingEX across the company, her customer support team began using it as well to run their contact center operation.
And although RingEX was proving enormously beneficial as the primary cloud phone system for the rest of Worldwide Express’s 1,400-employee national staff, Cheryl’s team soon realized they needed additional functionality available only in a purpose-built contact center solution. After investigating
RingCentral’s AI-powered contact center, RingCX and noting the company’s forward-thinking approach to leveraging AI to improve customer-facing communications, Cheryl obtained executive approval to roll out
One of the key advantages of RingCX has been its real-time reporting dashboards, which Cheryl points out lets her team simultaneously monitor call volume, the number of on-hold callers, and the number of available agents. “Now I can see if there’s a customer on hold, quickly find an agent whose status is available, and jump into a chat to ask that agent to grab the call.”
“With our previous system,” Cheryl adds, “the best we could do was automatically reset an agent to ‘available’ at regular intervals – say, every three minutes. But that meant agents’ phones would start ringing before they wrapped up their current calls. If we set the intervals too far apart, we had agents often sitting idle, waiting to be reset to ‘available’ so they could take a new call. It wasn’t the most efficient way to use our agents’ time.”
