Read the Call Centre Trends Series
Keep up-to-date with this 14-blog post series by bookmarking this page. New articles posted every week.
Call & Contact Centre Agents & Infomation
In this first article in the series, we’re going to get into what call centres are, how they work, and who they serve.
Inbound Vs Outbound Calls
In our first post, we took an overview of contact centres. Now, we’re going to discuss call handling
Technology & Investment
In the third of RingCentral’s contact centre series, we’ll explore the areas where centres are investing in new solutions and innovations.
Cloud Contact Centres
In this post, we’re going to explain the ins and outs of cloud-based contact centres; as well as their two main alternatives.
Omnichannel Support
In this fifth post, we’re going to focus on the emergence and importance of omnichannel support.
Customer Experience
What CX is and why it matters? In this post, we’ll examine how CX has altered the way contact centres track their performance.
Call Scripts
In our series, we looked at some of the changes taking place at modern hubs. This latest post focuses on the telephony of a contact centre’s operation.
Forecasting & Workforce Management
This post is going to take a closer look at forecasting and WFM in the contact centre niche.
Sales & Marketing
In the same way as any other business, contact centres want to grow. That makes sales and marketing a critical element of their operations.
Team Building & Employee Satisfaction
Contact centre managers must get the most out of their staff. Providing the right equipment and training are aspects of that process.
Staff Training for Omnichannel Support
In this post, you'll get an insight into staff training and how firms get agents ready to deliver superior customer experience.
The Future of Call Centres
We're drawing to the conclusion of our series of posts focussed on the call centre niche. Hopefully, you should have a good picture of the state of the field and prevailing trends.
Contact Centre Series Final Thoughts – Roundup
Hopefully, our series has opened your eyes to the nuances of the contact centre industry.