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Guide

Remote Contact Centre with Team Collaboration Tools

Download ContactBabel eBook

Supporting Contact Centre Remote Working with Team Collaboration Tools

Most contact centres have had a period of enforced remote working during which many have become familiar with and reliant on team collaboration tools such as Microsoft Teams.

Often offering group chat, video calls and conferences, file sharing and document management, collaboration tools have been central to the transition of a new hybrid workplace where employees can be office-based or working remotely. Some contact centres have taken their use of team collaboration tools a step further, employing them to communicate with customers.

This eBook is based on surveys with over 100 UK businesses carried out in January 2021 – sponsored by Enghouse Interactive and carried out by ContactBabel – investigating how and why UK businesses are using team collaboration tools, and looking at the effectiveness of their use in a customer-facing environment.

Findings include:

  • Over 90% of UK businesses surveyed are using Microsoft Teams
  • Over half of Microsoft Teams users have integrated it with their contact centre environment
  • The most popular reason for doing this was to include third-parties such as supervisors and experienced agents in customer conversations
  • 83% of those using Microsoft Teams in a contact centre environment stated that it was very useful in enabling and supporting remote working