RingCentral × Worldwide Express
RingCentral x Worldwide Express, from contact center blindness to surpassing service targets
10% above 80% service-level target
Operational blindness to real-time visibility
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Why it works
The core before-state is explicit and concrete: managers could not see call volume or agent status in real time, which caused both idle agents and agents receiving new calls mid-conversation. The story is close to a Clarity/Efficiency coin-flip, but the framing leads with gaining visibility as the enabling change rather than cost reduction, so Clarity wins the primary slot. The 10% over-target service-level metric is specific and attributable, giving the story a solid anchor.
Steal this
Name the absurd symptom of the old system before stating the problem abstractly. The detail that the old platform automatically reset agents to 'available' every few minutes, causing phones to ring mid-call, makes the before-state vivid and memorable without requiring a reader to imagine why visibility mattered.
Click to enlarge ↗ This is editorial commentary and curation. The case study, screenshot, and all metrics are RingCentral's published work; we link to the source and lead with our analysis.