Why use Microsoft Teams in the Contact Centre? + 📺

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 environment. And as a cloud-based solution, Teams allows agents to access anything (files, emails, calendars), from anywhere, on any device.

In a recent video interview with CX Today, Anna Stokes, Director Global Products at Enghouse Interactive, explained the drivers behind the accelerated adoption of Microsoft Teams in the contact centre.

The in-depth interview covered four key areas:

1. The benefits of Teams

Agents now have to deal with increasingly complex queries from customers, requiring greater collaboration across the organisation to provide answers. Not only does Teams allow agents to tackle these more involved queries by allowing them to connect with middle and back office employees who have relevant expertise and knowledge, but it does it in real-time, making the process fast and seamless for the customer themselves.

2. Understanding the capabilities of Teams

Teams provides a full range of capabilities to help employees in the contact centre. For example, presence visibility will let agents see who’s available at any time. In addition, this allows them to make contact via a chat for support, without needing to put the caller on hold. They can even conference in other users if required. There’s also easy access to shared resources that can be updated in real-time, ensuring everyone is working with the latest information.

3. Support for remote working with Teams

Teams makes remote working simple by allowing agents to log on from anywhere, on any device. Advisors can make and receive telephone and video calls, share information with colleagues, replicating the contact centre environment at home.

Supervisors can better manage remote agents, both when it comes to understanding their workloads and supporting their overall wellbeing. For example, they can arrange regular video check ins or social activities to avoid potential isolation amongst homeworkers. .

4. Concerns and how to overcome them

Given its importance to delivering customer service, companies can be concerned about making any changes to their contact centre technology. However, with Teams they needn’t worry, it’s no longer the ‘new kid on the block’. It is a trusted, enterprise solution with proven tools that take contact centre collaboration to the next level. To mitigate risk and get the most value out of Teams, it’s best to select a solution provider accredited on the Connected Contact Centre for Microsoft Teams certification program. Specifically, these accredited partners have completed rigorous testing to ensure they provide the quality, compatibility, and reliability that customers expect.

Contact Centres and Microsoft Teams

Thanks to Teams, agents can easily check information when on a call. Or collaborate with colleagues, work from anywhere or use technologies such as video. Most important, this boosts productivity and efficiency, allowing agents to focus on providing customers with an excellent experience. All reasons why more and more contact centres are adopting Teams.

Find out more about the benefits of MS Teams in the contact centre by watching Anna’s interview below.