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A common refrain in our series on contact centres has been that they are “people businesses”. The critical element of any centre’s operations is the interaction between agents and customers. … Read more “Part 8: Call Centre Trends: Forecasting & Workforce Management”
A modern contact centre is a complex place. You see, agents have many different tasks to complete. And the best practices for fulfilling their duties are ever-changing. How to best … Read more “Part 7: Call Centre Trends: Call Scripts”
As the demand for excellent customer service accelerates, contact centres are under more pressure than ever. Today’s companies are investing in countless tools to serve customers. In recent years, we’ve … Read more “What is Phonetic Alphabet (NATO) and How it Improves Customer Service”
So far, our series dedicated to call centres has maintained a narrow focus. We’ve examined the contact centre niche and some of the principal trends within it. We’ve looked at … Read more “Part 6: Call Centre Trends: Customer Experience”
As part of this series dedicated to call centres, we’re trying to drill down into the sector trends. We’ve already taken a look at broad tech developments and the shift … Read more “Part 5: Call Centre Trends: Omnichannel Support”
The contact centre industry is at the vanguard of digital transformation. Our previous posts in this series looked at the tech trends that are reshaping the sector. One of the … Read more “Part 4: Call Centre Trends: Cloud Contact Centres”
Pulse is an easily-overlooked, but really useful, feature of RingCentral’s cloud based contact centre. Don’t worry if the term doesn’t ring a bell – but definitely read on to find … Read more “Pulse for RingCentral Contact Centre”
Disruption from new technology is being felt across all industries and sectors. Advances in areas such as software, AI, and more are having a profound impact on how we do … Read more “Part 3: Call Centre Trends: Technology & Investment”
This is the second post of a RingCentral series that is focused on the call centre industry. We’ve spoken to industry experts to explore all the vital elements of the … Read more “Part 2: Call Centre Trends: Inbound Vs Outbound Calls”