{"id":9125,"date":"2021-05-26T16:49:58","date_gmt":"2021-05-26T15:49:58","guid":{"rendered":"\/gb\/en\/blog\/?p=9125"},"modified":"2023-01-16T17:30:57","modified_gmt":"2023-01-16T17:30:57","slug":"part-12-call-centre-trends-staff-training-for-omnichannel-support","status":"publish","type":"post","link":"\/gb\/en\/blog\/part-12-call-centre-trends-staff-training-for-omnichannel-support\/","title":{"rendered":"Part 12: Call Centre Trends: Staff Training for Omnichannel Support"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">The most recent posts in our contact centres series put HR in the niche under the microscope. We studied staff retention and what centres do to tackle high turnover. Then, we examined how managers track <\/span><span style=\"font-weight: 400;\">employee satisfaction<\/span><span style=\"font-weight: 400;\"> and seek to boost morale.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">There\u2019s one more crucial element of <a href=\"https:\/\/www.ringcentral.com\/gb\/en\/contact-centre\/overview.html\">contact centre<\/a> HR left to explore. In this post, you\u2019ll get an insight into staff training and how firms get agents ready to deliver superior <a href=\"\/gb\/en\/blog\/definitive-guide-customer-experience\/\">customer experience<\/a>. We\u2019ll look at the different aspects of agent training and how businesses in the niche approach it.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Contact centres are rapidly evolving entities. Changing customer demands and new tech are continually impacting agents\u2019 roles. We\u2019re also going to dig into that topic. Mainly, we\u2019ll focus on the unique challenges it creates as regards staff training. So, let\u2019s get started.\u00a0\u00a0\u00a0\u00a0<\/span><\/p>\n<h2><b>Training Contact Centre Teams<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">A modern contact centre agent is likely to respond to queries via a multitude of channels. The sheer variety of questions they could get asked is almost endless. Training helps agents prepare how to manage the different channels and handle questions. It is vital to the smooth operation of a contact centre.<\/span><\/p>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-9126\" src=\"\/gb\/en\/blog\/wp-content\/uploads\/2020\/04\/call-centre-trends-staff-training-omnichannel-support-33-1.jpg\" alt=\"\" width=\"1000\" height=\"679\" srcset=\"\/gb\/en\/blog\/wp-content\/uploads\/2020\/04\/call-centre-trends-staff-training-omnichannel-support-33-1.jpg 1000w, \/gb\/en\/blog\/wp-content\/uploads\/2020\/04\/call-centre-trends-staff-training-omnichannel-support-33-1-300x204.jpg 300w, \/gb\/en\/blog\/wp-content\/uploads\/2020\/04\/call-centre-trends-staff-training-omnichannel-support-33-1-640x435.jpg 640w, \/gb\/en\/blog\/wp-content\/uploads\/2020\/04\/call-centre-trends-staff-training-omnichannel-support-33-1-768x521.jpg 768w\" sizes=\"(max-width: 1000px) 100vw, 1000px\" \/><\/p>\n<p style=\"text-align: center;\"><b>Source: <\/b><a href=\"https:\/\/www.bluearrow.co.uk\/-\/media\/bluearrow\/employers\/industry-insights\/whitepaper\/uk-_cc_dmg_2017.pdf?la=en&amp;hash=B4FA0DA0323C6626F467F943B75EE3CC826488C3\"><span style=\"font-weight: 400;\">Contact Babel<\/span><\/a><\/p>\n<p><span style=\"font-weight: 400;\">Contact Babel recently carried out an exhaustive <\/span><a href=\"https:\/\/www.bluearrow.co.uk\/-\/media\/bluearrow\/employers\/industry-insights\/whitepaper\/uk-_cc_dmg_2017.pdf?la=en&amp;hash=B4FA0DA0323C6626F467F943B75EE3CC826488C3\"><span style=\"font-weight: 400;\">industry study<\/span><\/a><span style=\"font-weight: 400;\">. They found that around 5% of an agent\u2019s time, on average, is spent training. That\u2019s regardless of how experienced they are or how long they\u2019ve been on the job. What, then, makes extensive and ongoing training so necessary in the niche? There are three principal factors:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Knowledge-based training<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Soft skills (communication, empathy, etc.)\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Culture &amp; systems specific to a contact centre<\/span><\/li>\n<\/ul>\n<h3><b>Knowledge &amp; Expertise<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">As we covered in an earlier post, much of an agent\u2019s role consists of answering <\/span><span style=\"font-weight: 400;\">inbound queries<\/span><span style=\"font-weight: 400;\">. Such communications from customers fall into a few general categories. They may be complaints, questions about products, or queries about a firm or brand.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">So that an agent can answer any such enquiry, they need a vast pool of knowledge. Systems and software solutions can help deliver some information. Customers, though, expect agents to understand what they\u2019re asked and know how to address an issue.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Training agents to this level of expertise is not an easy task. That\u2019s especially true in outsourced contact centres. In those organisations, agents may offer customer support for different brands each day. They need knowledge of all those brands and their products.\u00a0\u00a0\u00a0\u00a0\u00a0<\/span><\/p>\n<h3><b>Human &amp; Communication Skills<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">In-depth product and systemic knowledge are far from all you need to be a skilled contact centre agent. There is also a range of so-called soft skills that are invaluable. These are the general <\/span><a href=\"\/gb\/en\/blog\/customer-experience-automation-vs-human-interaction\/\"><span style=\"font-weight: 400;\">human skills<\/span><\/a><span style=\"font-weight: 400;\"> that enable advisors to offer a superior level of service. Two such necessary skills for agents are the ability to listen and empathise.<\/span><\/p>\n<p>&nbsp;<\/p>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-9127\" src=\"\/gb\/en\/blog\/wp-content\/uploads\/2020\/04\/call-centre-trends-staff-training-omnichannel-support-42.jpg\" alt=\"\" width=\"1000\" height=\"586\" srcset=\"\/gb\/en\/blog\/wp-content\/uploads\/2020\/04\/call-centre-trends-staff-training-omnichannel-support-42.jpg 1000w, \/gb\/en\/blog\/wp-content\/uploads\/2020\/04\/call-centre-trends-staff-training-omnichannel-support-42-300x176.jpg 300w, \/gb\/en\/blog\/wp-content\/uploads\/2020\/04\/call-centre-trends-staff-training-omnichannel-support-42-640x375.jpg 640w, \/gb\/en\/blog\/wp-content\/uploads\/2020\/04\/call-centre-trends-staff-training-omnichannel-support-42-768x450.jpg 768w\" sizes=\"(max-width: 1000px) 100vw, 1000px\" \/><\/p>\n<p style=\"text-align: center;\"><b>Source: <\/b><a href=\"https:\/\/www.bluearrow.co.uk\/-\/media\/bluearrow\/employers\/industry-insights\/whitepaper\/uk-_cc_dmg_2017.pdf?la=en&amp;hash=B4FA0DA0323C6626F467F943B75EE3CC826488C3\"><span style=\"font-weight: 400;\">Contact Babel<\/span><\/a><\/p>\n<p><span style=\"font-weight: 400;\">Most centre operators see empathy and listening skills as an agent\u2019s most valued characteristics. Customers who reach out to a centre are often frustrated or have suffered a problem. Someone at the other end of the phone or another channel who listens and understands is critical. Teaching and developing soft skills is another essential element of contact centre training.\u00a0\u00a0<\/span><\/p>\n<h3><b>Company Culture &amp; Specific Systems<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">When we talked about <\/span><span style=\"font-weight: 400;\">team building in contact centres<\/span><span style=\"font-weight: 400;\"> we touched on onboarding. That\u2019s the process of bringing new staff into a new firm and assimilating them successfully. There\u2019s clearly a lot of training involved in onboarding. A significant part of that is teaching new agents company systems and culture.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Every agent must understand the software and platforms used in the contact centre. They also must learn and buy into the company culture if they\u2019re going to be engaged, productive workers. This element of staff training isn\u2019t only for new workers, though. Any changes to systems necessitate further training for existing workers. It can also be useful for all staff to get occasional refreshers on company culture and principles.\u00a0<\/span><\/p>\n<h3><b>FM Outsource \u2013 A Case Study<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">We\u2019ve been lucky enough to speak to a range of industry pros when creating this series. When we chatted with FM Outsource, they shared an in-depth picture of staff training at the business.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Learning and development for agents at FM Outsource gets split into two categories. Those are\u2019 advisor training\u2019 and \u2018campaign training\u2019. Advisor training is the part of the process that applies most to new employees. It\u2019s where FM Outsource teaches workers the company culture and the central skills needed to be an agent.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">New agents at the firm start out in the classroom. They then move on to a more comprehensive stage of learning and development. Progress through these stages gets tracked on new advisor scorecards.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">When they\u2019re ready, new advisors then graduate to the company\u2019s live system, albeit on a limited basis. They handle a smaller number of contacts in a dedicated area of the contact centre. A trainer is always close at hand and gives the new agents the confidence that they have support if needed.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Campaign training is the ongoing instruction that all FM Outsource agents receive. It\u2019s the process by which they get taught the product and brand-specific details for each of the firm\u2019s clients. Depending on the client, this can be via handbooks or a dedicated on-site course. Campaign training is how FM Outsource staff get the expertise needed to do their jobs.\u00a0\u00a0\u00a0<\/span><\/p>\n<h2><b>New Training Challenges in an Evolving Niche<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">What customers require of contact centres is changing. New consumer demands increasingly drive the service such organisations provide. Firms are adapting to deliver the customer experience that\u2019s now expected. The need for such adaptation means many centres are choosing to offer a more considerable amount of higher quality training.<\/span><\/p>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-9128\" src=\"\/gb\/en\/blog\/wp-content\/uploads\/2020\/04\/call-centre-trends-staff-training-omnichannel-support-13.jpg\" alt=\"\" width=\"1000\" height=\"637\" srcset=\"\/gb\/en\/blog\/wp-content\/uploads\/2020\/04\/call-centre-trends-staff-training-omnichannel-support-13.jpg 1000w, \/gb\/en\/blog\/wp-content\/uploads\/2020\/04\/call-centre-trends-staff-training-omnichannel-support-13-300x191.jpg 300w, \/gb\/en\/blog\/wp-content\/uploads\/2020\/04\/call-centre-trends-staff-training-omnichannel-support-13-640x408.jpg 640w, \/gb\/en\/blog\/wp-content\/uploads\/2020\/04\/call-centre-trends-staff-training-omnichannel-support-13-768x489.jpg 768w\" sizes=\"(max-width: 1000px) 100vw, 1000px\" \/><\/p>\n<p style=\"text-align: center;\"><b>Source: <\/b><a href=\"https:\/\/www.bluearrow.co.uk\/-\/media\/bluearrow\/employers\/industry-insights\/whitepaper\/uk-_cc_dmg_2017.pdf?la=en&amp;hash=B4FA0DA0323C6626F467F943B75EE3CC826488C3\"><span style=\"font-weight: 400;\">Contact Babel<\/span><\/a><\/p>\n<p><span style=\"font-weight: 400;\">There are three main ways in which trends within the contact centre niche are impacting training:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Helping agents deal with <\/span><a href=\"\/gb\/en\/blog\/cloud-omnichannel-contact-centre\/\"><span style=\"font-weight: 400;\">omnichannel<\/span><\/a><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Need for improved technical expertise<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">The relationship between technology and training<\/span><\/li>\n<\/ul>\n<h3><b>Handling More Channels<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">The move toward omnichannel support is one of the most significant trends in the contact centre niche. Customers want varied ways to converse with companies. Contact centres, too, benefit in terms of productivity by introducing new channels. New means of communication, though, make broader training essential.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Modern contact centre agents must know how to use every channel their centre offers. They\u2019ll also need to be proficient in moving between them and drawing info from each. That kind of proficiency can only come from training. It makes staff development in the niche more critical.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Developments at Cymphony show an increased awareness of how essential training now is. Marketing Manager, David Rolf, told us that the firm has now hired a company trainer. For the first time, Cymphony has made training a separate function in the business. Before, agent education and instruction got handled by line managers.\u00a0<\/span><\/p>\n<h3><b>Integration &amp; Other Aspects Related to Omnichannel<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">As you\u2019ll know if you read our post on the subject, <\/span><span style=\"font-weight: 400;\">omnichannel support<\/span><span style=\"font-weight: 400;\"> isn\u2019t only about adding new channels. It also involves creating a unified interface. That interface must handle not only every channel but also other related systems. Truly integrated centres have a coherent path for data through many diverse systems.\u00a0\u00a0<\/span><\/p>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-9129\" src=\"\/gb\/en\/blog\/wp-content\/uploads\/2020\/04\/call-centre-trends-staff-training-omnichannel-support-23-1.jpg\" alt=\"\" width=\"1000\" height=\"593\" srcset=\"\/gb\/en\/blog\/wp-content\/uploads\/2020\/04\/call-centre-trends-staff-training-omnichannel-support-23-1.jpg 1000w, \/gb\/en\/blog\/wp-content\/uploads\/2020\/04\/call-centre-trends-staff-training-omnichannel-support-23-1-300x178.jpg 300w, \/gb\/en\/blog\/wp-content\/uploads\/2020\/04\/call-centre-trends-staff-training-omnichannel-support-23-1-640x380.jpg 640w, \/gb\/en\/blog\/wp-content\/uploads\/2020\/04\/call-centre-trends-staff-training-omnichannel-support-23-1-768x455.jpg 768w\" sizes=\"(max-width: 1000px) 100vw, 1000px\" \/><\/p>\n<p style=\"text-align: center;\"><b>Source: <\/b><a href=\"https:\/\/www.callcentrehelper.com\/images\/reports\/callcentrehelper-what-contact-centres-doing-2018-survey-181112.pdf\"><span style=\"font-weight: 400;\">Call Centre Helper<\/span><\/a><\/p>\n<p><span style=\"font-weight: 400;\">The number of systems any one centre may use is extraordinary. Cymphony, for instance, deals with more than 50 customer relationship management (CRM) applications. Different clients of the centre use different solutions. Cymphony agents must work across all of them. Training staff to use many systems, then, is another challenge for a modern contact centre.\u00a0\u00a0\u00a0<\/span><\/p>\n<h3><b>A Different Perspective on Tech &amp; Staff Training<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Look back at the graph a little higher up the page. You\u2019ll see that it\u2019s not only different types of training that contact centres use to support their staff. Lots of firms also reported investing in tech to help agents deliver what&#8217;s expected of them.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">When you talk tech in the contact centre niche, the mind naturally wanders to <\/span><a href=\"\/gb\/en\/blog\/the-rise-of-chatbots\/\"><span style=\"font-weight: 400;\">chatbots and AI<\/span><\/a><span style=\"font-weight: 400;\">. As we covered earlier in this series, though, new tech that\u2019s disrupting the niche is far more varied than that. Developments in areas like robotic process automation (RPA), what\u2019s more, also effect training.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">RPA takes repetitive, time-consuming tasks away from agents. Tech can do that legwork instead, freeing up agents for jobs that need human intelligence. By extension, advisors also won\u2019t need training in those tasks. Instead, more valuable training time can get spent on honing soft skills.\u00a0\u00a0\u00a0\u00a0<\/span><\/p>\n<h2><b>Staff Training \u2013 How Contact Centres Keep Agents at the Cutting-Edge<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">A contact centre\u2019s agents are their most precious resource. It\u2019s the frontline workers who deliver the superior experience customers now expect. Operators must give agents the best chance of providing that cutting-edge service. That makes staff training crucial.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Learning and development for agents have always been essential. Advisors must blend product knowledge and personal skills to serve consumers best. Recent changes in the contact centre niche have made training even more invaluable.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">New tech and changing customer demand are seeing the industry evolve apace. Agents must be skilled and agile enough to respond. Training that aids them in handling multiple channels is one notable trend. Beyond that, technical training to help them navigate complex, integrated systems is also on the rise. These trends are both driven and supported by new technology.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Agents must learn to wield new solutions that are now part of their day-to-day activities. Other technology, meanwhile, takes burdens away from agents. That gives them more time to develop their soft skills. Such nuanced changes will contribute to the changing face of the niche in the coming years. Precisely what shape the sector and firms within it will adopt in the future is up for debate. It\u2019s also the subject of the next \u2013 and final \u2013 post in this series.\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>The most recent posts in our contact centres series put HR in the niche under the microscope. We studied staff retention and what centres do to tackle high turnover. Then, &hellip; <a href=\"\/gb\/en\/blog\/part-12-call-centre-trends-staff-training-for-omnichannel-support\/\" class=\"more-link\">Read more<span class=\"screen-reader-text\"> &#8220;Part 12: Call Centre Trends: Staff Training for Omnichannel Support&#8221;<\/span><\/a><\/p>\n","protected":false},"author":244,"featured_media":18588,"comment_status":"open","ping_status":"closed","sticky":false,"template":"single-blog-series.php","format":"standard","meta":{"footnotes":""},"categories":[15],"tags":[],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v21.8 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Part 12: Call Centre Trends: Staff Training for Omnichannel Support | RingCentral UK Blog<\/title>\n<meta name=\"description\" content=\"he most recent posts in our contact centres series put HR in the niche under the microscope. We studied staff retention and what centres do to tackle\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.ringcentral.com\/gb\/en\/blog\/part-12-call-centre-trends-staff-training-for-omnichannel-support\/\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"RingCentral Team\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"8 minutes\" \/>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"Part 12: Call Centre Trends: Staff Training for Omnichannel Support | RingCentral UK Blog","description":"he most recent posts in our contact centres series put HR in the niche under the microscope. We studied staff retention and what centres do to tackle","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.ringcentral.com\/gb\/en\/blog\/part-12-call-centre-trends-staff-training-for-omnichannel-support\/","twitter_misc":{"Written by":"RingCentral Team","Est. reading time":"8 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":":\/gb\/en\/blog\/part-12-call-centre-trends-staff-training-for-omnichannel-support\/#article","isPartOf":{"@id":"\/gb\/en\/blog\/part-12-call-centre-trends-staff-training-for-omnichannel-support\/"},"author":{"name":"RingCentral Team","@id":"\/gb\/en\/blog\/#\/schema\/person\/cc4f043d2b478862a8622c28b0ebd08c"},"headline":"Part 12: Call Centre Trends: Staff Training for Omnichannel Support","datePublished":"2021-05-26T15:49:58+00:00","dateModified":"2023-01-16T17:30:57+00:00","mainEntityOfPage":{"@id":"\/gb\/en\/blog\/part-12-call-centre-trends-staff-training-for-omnichannel-support\/"},"wordCount":1644,"commentCount":0,"publisher":{"@id":"\/gb\/en\/blog\/#organization"},"articleSection":["Contact Centre"],"inLanguage":"en-US","potentialAction":[{"@type":"CommentAction","name":"Comment","target":[":\/gb\/en\/blog\/part-12-call-centre-trends-staff-training-for-omnichannel-support\/#respond"]}]},{"@type":"WebPage","@id":"\/gb\/en\/blog\/part-12-call-centre-trends-staff-training-for-omnichannel-support\/","url":":\/gb\/en\/blog\/part-12-call-centre-trends-staff-training-for-omnichannel-support\/","name":"Part 12: Call Centre Trends: Staff Training for Omnichannel Support | RingCentral UK Blog","isPartOf":{"@id":"\/gb\/en\/blog\/#website"},"datePublished":"2021-05-26T15:49:58+00:00","dateModified":"2023-01-16T17:30:57+00:00","description":"he most recent posts in our contact centres series put HR in the niche under the microscope. 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