Skip to main content

Microsoft Teams

empathy in customer service

Why empathy in customer service is not enough

By Collaboration Tools, Contact Centre, CRM, Microsoft Teams, Voice of the Customer (VoC)

As consumer expectations rise, businesses are increasingly focusing on building empathy in customer service interactions. With agents handling more complex queries, building a rapport with customers is vital to reassure them, improve the experience, and better meet their needs. 1. Integrate systems to provide a comprehensive view To solve a problem agents need full access to information. However, they may…

Read More
Microsoft Teams contact centres questions

5 common customer questions about Microsoft Teams contact centres

By Contact Centre, Microsoft Teams

Organisations across the world are increasingly integrating Microsoft Teams with their contact centres. By rolling out Teams they benefit from greater collaboration, improved efficiency, and the ability to elevate their omnichannel customer service. But how can businesses implement, manage, and integrate Teams with their contact centre. Enghouse Interactive, a Microsoft partner and member of the Connected Contact Centre Microsoft Teams…

Read More
Contact centre technology

How picking the right contact centre technology benefits IT teams

By Contact Centre, IVR, Microsoft Teams, Moving to the Cloud, Unified Communications & Collaboration

IT teams face a growing range of challenges, especially when it comes to implementing and managing contact centre technology. As with every department their budgets are under pressure. At the same time, they face. It takes 44 days to fill tech roles, according to LinkedIn, compared to 34 for a customer service employee. BCS research found that vacant IT positions…

Read More
Call recording with Microsoft Teams

3 options to integrate call recording with Microsoft Teams

By Call & Screen Recording, Contact Centre, Microsoft Teams

Recording customer interactions is essential to improving productivity, increasing satisfaction and better understanding customer needs. That’s why it is a crucial part of contact centre operations. Delivering four key benefits: It ensures compliance and security by providing information on what was said during the interaction It enables agent evaluation, highlighting opportunities for training Companies can analyse customer satisfaction and spot…

Read More
Microsoft Teams contact centre integration

Successfully integrating your contact centre with Microsoft Teams

By Contact Centre, Microsoft Teams

Whatever sector you are in, greater collaboration and agility are increasingly key to success. That’s why businesses across the world are adopting Microsoft Teams in growing numbers. Providing a central hub for chat, calls, document sharing, and online meetings, Teams delivers a backbone for effective operations. Wherever staff are based. However, Teams isn’t a feature-rich customer service platform, meaning companies…

Read More
follow the sun customer service

Delivering effective follow the sun customer service

By Contact Centre, IVR, Microsoft Teams, Moving to the Cloud

Thanks to advances in technology, we now live in an increasingly interconnected world. Consumers and companies are now happy to work with or buy from businesses based anywhere in the world. At the same time companies themselves can benefit from technology to optimise their customer service operations and provide 24×7 support through “follow the sun” models. This sees contact centres…

Read More

Native Teams Contact Centre – The New Era

By Contact Centre, Hybrid Working, Microsoft Teams, Remote-Working, Unified Communications & Collaboration

Since its first release in 2017, Microsoft Teams has enabled businesses to shift successfully from on-site to remote working. And now we are looking at the new post-pandemic normal of hybrid working: a combination of on-site and remote. For the first time, contact centre agents can be both remote and connected to the whole business, wherever they are. Customer journeys are becoming…

Read More
Microsoft Teams in the Contact Centre

Why use Microsoft Teams in the Contact Centre? + 📺

By Collaboration Tools, Contact Centre, Hybrid Working, Microsoft, Microsoft Teams, Remote-Working

As the contact centre industry evolves, there’s an increasing focus on collaboration and agility. As well as empowering agents to deliver a better, more joined-up experience. For this reason, many contact centres are turning to Microsoft Teams. Relying on its combination of productivity tools, workplace chat, video meetings, shared file storage, and application integration designed to deliver a powerful collaboration…

Read More
Top 10 blog CX posts

Top 10 CX blog posts – learning from 2021

By Contact Centre, Customer Experience, Hybrid Working, Knowledge Management, Microsoft Teams, Moving to the Cloud, Remote-Working, Unified Communications & Collaboration

It’s been another year of transformation for the contact centre industry. The pandemic continues to impact every aspect of people’s lives, forcing companies to adapt to new customer behaviours and changing working models. To help prepare for the year ahead, we’re therefore highlighting some of the key trends to watch out for through a review of our top 10 CX…

Read More
Integrate call recording into Microsoft Teams

How to integrate contact centre call recording into Microsoft Teams

By Call & Screen Recording, Microsoft, Microsoft Teams, Quality Control & Customer Insights

As Microsoft Teams becomes a core part of the contact centre, organisations must find a way to integrate all of their existing functionality into the platform. Call recording is an essential part of this, providing compliance and quality assurance. However there are multiple approaches to call recording within Teams. So how should you go about ensuring this key piece of…

Read More