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contact centre remote working

man on a grey sofa is interacting with a digital tablet while working from home

What Lies Ahead for 2021?

This time last year as all of the prediction articles and blogs were being written, nobody could have anticipated or predicted what we have all lived through in 2020. Virtually … Read more “What Lies Ahead for 2021?”

Carlos Hidalgo Author
man working on laptop at home his pet dog is next to him on chair

Why a Virtual Contact Centre Must Be Part of Your Customer Service Strategy

Last year saw more contact centres than ever migrating to the cloud. The motivation is obvious and the stats are plain: in April 2020, 87% of contact centres were making … Read more “Why a Virtual Contact Centre Must Be Part of Your Customer Service Strategy”

Patty Yan Author
smiling businesswoman in headset

2020-21 UK Contact Centre Decision Makers Guide

ContactBabel recently launched The 2020-21 UK Contact Centre Decision-Makers’ Guide, based on surveys with 233 UK organisations and 1,000+ interviews with UK consumers. The findings of ContactBabel’s research are reported … Read more “2020-21 UK Contact Centre Decision Makers Guide”

Patty Yan Author
man laptop work home

The Future of Remote Work for Contact Centres

The future for customer service operations will undergo a dramatic rethink in every organisation and their respective departments. They will ask questions as to why developing remote working through the … Read more “The Future of Remote Work for Contact Centres”

Robert Morrissey Author
photo of someone holding a mobile phone and using an online chatbot service while they are sitting at a cafe table with a cup of coffee

AI, Automation and Digital Self-Service in the Contact Centre

Contact centres are seeking technology to support their agents in handling huge increases in customer enquiries. The pandemic accelerated this change, as contact centre agents and managers struggled with new … Read more “AI, Automation and Digital Self-Service in the Contact Centre”

Patty Yan Author
remote working male contact centre agent sat at a desk having a video call with a customer

Key Improvements for Modern Contact Centres

The way customers and companies interact is changing at an incredible rate. Even before COVID-19 hit, consumers were spending less time in face-to-face conversations with businesses and more time online. … Read more “Key Improvements for Modern Contact Centres”

Patty Yan Author
Illustration of an isometric funnel infographic showing customer retention strategy

How to Build Your Business around Your Customers

The growth of digital technology has triggered a change in our communication preferences. In the contact centre operation, easily accessible new technology is opening doors to incredible opportunities in everything … Read more “How to Build Your Business around Your Customers”

Patty Yan Author
contact centre agent working from home wearing coronavirus mask having a difficult time at work

How to Manage Remote Contact Centre Teams Right Now

I was in the video conferencing industry way back; I know that organisations dabbled in remote and flexible working for many years without any particular urgency. In the wake of … Read more “How to Manage Remote Contact Centre Teams Right Now”

Patty Yan Author
Male call centre agent wearing headset working from home

Optimise Contact Centre Agents Working from Home

Looking to enable and encourage your contact centre agents? We’ve put together our top tips on how to optimise productivity, effectively delegate call centre work from home and manage your remote team.

Patty Yan Author
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