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…
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…
Companies today need to be able to interact with customers on an expanding number of contact channels, from video calls and email to chat, social media and the phone. At the same time they need to deliver a joined-up, omnichannel experience, however people make contact. Clearly, the future of the contact centre is omnichannel. What is driving the need for…
Deploying Microsoft Teams within customer service delivers significant benefits, such as increasing collaboration, underpinning hybrid and blended working and ensuring agility by improving integration and information sharing with other departments. All of this helps to create a more unified and efficient experience for customers and agents. However, extending Teams into the contact centre requires careful planning if you are to…
Over last year we’ve seen tremendous growth in Microsoft Teams, with the number of daily users nearly trebling to 115 million between March and October 2020 alone. Extending Teams into the contact centre has the potential to deliver major benefits in terms of agility, collaboration and communication. However, to justify rolling out any new platform or technology, it’s important to quantify…
Customer needs are always changing, while expectations are constantly rising. For example, the questions customers ask are growing in complexity and come through a widening choice of channels – while answers have to be delivered faster at the same time. Being customer-centric is essential to success – and it starts with the contact centre. So, what exactly do customers want…
The last year has seen unparalleled change in the contact centre, with the acceleration of remote working due to the pandemic and lockdowns. As the world continues to change and moves to more hybrid, collaborative ways of working, how can organisations ensure they are ready to better serve customers – and support their staff? This hybrid future was the theme…
In a fast-changing world, organisations need to transform how they operate, breaking down internal barriers between departments to become more agile. While this was true before the pandemic struck, the subsequent growth of digital channels and the rise of home working has made communication, collaboration and integration vital to every successful business. To power this transformation, organisations are increasingly turning…
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