RingCentral’s 2022 guide advocates for an agent-centric approach to contact center leadership, emphasizing empowerment, streamlined processes, and supportive technology. Traditional efficiency-driven models no longer meet today’s complex customer expectations or support agent well-being. The guide outlines three key values: improving efficiency by eliminating repetitive tasks, increasing customer satisfaction with better tools and training, and generating strategic value through agent-driven insights. By integrating automation, AI, and unified communication systems, leaders can enhance engagement, reduce turnover, and transform contact centers into strategic, high-impact hubs of customer experience.

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