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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.

Part 1

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.

Part 2

Inbound Vs Outbound Calls

In our first post, we took an overview of contact centres. Now, we’re going to discuss call handling

Part 3

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.

Part 4

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.

Part 5

Omnichannel Support

In this fifth post, we’re going to focus on the emergence and importance of omnichannel support.

Part 6

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.

Part 7

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.

Part 8

Forecasting & Workforce Management

This post is going to take a closer look at forecasting and WFM in the contact centre niche.

Part 9

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.

Part 10

Staff Retention

We'll cover how bad staff turnover is at contact centres, and why.

Part 11

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.

Part 12

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.

Part 13

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.

Part 14

Contact Centre Series Final Thoughts – Roundup

Hopefully, our series has opened your eyes to the nuances of the contact centre industry.