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Guide

Contact Centre Playbook for Microsoft Teams

The transition to Microsoft Teams has been rapid, driven by both the pandemic – and with the ensuing mass move to homeworking.

While the COVID-19 work from home trend was undoubtedly an impetus, no one doubts that the tools embraced in that period are here to stay. It is not only because more staff now work from home or because video meetings will allow a reduction in travel costs and risks. Rather, it is because having used these tools, workers recognise such benefits as presence visibility, notifications, team workspaces, video, conferencing and screen sharing. Teams allows workers to collaborate on a single platform that is available from wherever they are.

Key Benefits of a Collaborative  Contact Centre

  • Extend the reach of your customer services operation to your whole organisation
  • Get seamless access to subject matter specialists through agent and back-office collaboration
  • Back up your frontline team leveraging presence, notifications and shared workspaces – and with just a few clicks to connect or escalate

Microsoft Teams Playbook

Download our latest playbook for a detailed list of CX technology that integrates with Microsoft Teams.