New Customers, New Agents, New Challenges: Contact Center 2.0

Many contact centers are now distributed with most agents working remote—while dealing with an 800% year-over-year increase in calls. This new work-from-home model brings new challenges as well as the opportunity to make customer service a significant differentiator for your organization. Discover how RingCentral customers were able to move their agents home in as quickly as 48 hours, with no adverse impact on their customer experience.

In this session, you will learn:

  • Practical considerations as work-from-home becomes permanent
  • Tactics for operationalizing around bots and digital channels
  • The importance of redefining your agents’ roles
  • Best practices for keeping your team connected


Brian Cantor
Principal Analyst,
Customer Mgmt Practice


John Monreal
Sr. Director, Contact
Center & Purchasing

ENT & Allergy

Max Ball
Director, Contact Center
Product Marketing





Helpful Resources

Remote Agent Playbook

Prepare your contact center with a business continuity plan to make remote work a functional reality.

Managing WFH Agents

This checklist shows you what you need to manage work-from-home contact center agents.

At-Home Agent Masterclass

Watch this series of quick lessons for transitioning to a remote call center team.