Microsoft Teams has taken the world by storm.
In an age of hybrid and remote work, the comprehensive communication and collaboration platform offers the perfect combination of simplicity, and innovation.
With Teams, companies can synchronize employees wherever they are, offering access to file sharing, task management, conferencing, and messaging tools. As organizations continue to compete in an environment driven by customer experience, many have begun building on their Microsoft Teams investment, with an MS Teams-certified contact center.
A Microsoft Teams contact center doesn’t just give companies the opportunity to enhance customer experiences, with omnichannel communications through the cloud. It can also drive massive improvements to agent experience, improving productivity, efficiency, and even wellbeing.
Preston Martin, Account Executive from Landis Technologies says: “Our certified Microsoft Teams contact center solution has driven exceptional results for companies from all industries, not only improving customer experience, but also enhancing employee engagement and performance.”
Here’s how you can invest in an enhanced agent experience with an MSFT contact center.
Ways to Improve Agent Experience with a Teams Contact Center
Studies show that contact center agents who feel happy, engaged, and supported are three times more likely to feel empowered to resolve customer issues. Investing in better agent experiences doesn’t just reduce your risk of talent turnover, it can have a direct impact on customer satisfaction scores.
One of the core ways an MSFT contact center helps to improve agent experience, is by aligning the tools employees use every day into an intuitive, comprehensive platform. According to a study conducted by Gartner, contact center agents use an average of 8.2 different systems and tools every day, and that number is increasing steadily.
The more tools and apps an agent needs to navigate, the more exhausting, complex, and overwhelming their workflow becomes. With an MS Teams contact center, you can instantly connect your unified communication and contact center tools. Plus, you can integrate other apps into the ecosystem, from CRM tools to business intelligence solutions.
However, unlocking the full benefits of an MSFT Teams contact center does require companies to invest in the right tools and solutions. Here’s how you can ensure you’re driving powerful agent experiences with your contact center.
1. Choose a User-Friendly Solution
Complex contact center platforms have a negative impact on both employee and customer experience. The more difficult a solution is to navigate and use, the more frustrated agents become. What’s more, complex systems make it harder for agents to rapidly address and resolve customer issues.
If your employees are already using Microsoft Teams for collaboration, the easiest way to offer them a streamlined experience is to choose a native contact center solution. Microsoft Teams certified contact centers using the “Extend” model for direct routing provide users with a familiar environment for customer-facing work, requiring no additional training.
These solutions can give companies access to persistent user experience, with single sign-on options, and rapid access to a variety of tools and services.
The best Microsoft teams contact center will make it simple for employees to track calls, connect with customers, and collaborate with colleagues in one place. Plus, with advanced access controls, administrators will be able to ensure compliance risks remain low in the evolving contact center.
2. Embrace Flexibility
As mentioned above, one of the core benefits of an MSFT contact center, is that the Teams landscape is inherently flexible. Companies have the freedom to choose between using their own numbers with direct routing, or leveraging Microsoft business numbers. They can access tools through the web, desktop apps, or mobile apps.
Plus, Microsoft supports a host of integrations with leading business software. The Microsoft App market is filled with tools and connectors that can bring more of your employees’ vital technologies together in one place.
The right MSFT contact center will ensure you can take advantage of this flexibility, providing rapid access to CRM tools and other solutions in a unified platform. Innovative contact centers for Microsoft Teams can also allow companies to leverage solutions like the Microsoft Power Platform and Power Apps, to create automated workflows.
Automation helps to minimize the number of repetitive tasks employees need to handle every day, ensuring they can focus more of their time on the interactions that matter most.
3. Leverage Analytics and Insights
Choosing a Microsoft Contact Center with intuitive analytical and reporting tools delivers a host of benefits to companies. First, it ensures you can keep track of crucial metrics and information about customer sentiment and preferences. This means you’ll be able to create more engaging and personalized experiences for your target audience.
Analytics and insights can also provide managers and supervisors with useful data, recording, and agent summaries. This information can help business leaders create training resources for employee development. Plus, it can also assist teams in determining how to organize and schedule employees, to minimize the risk of burnout and overwhelm.
Some contact center tools even offer solutions that can help to engage and motivate employees wherever they are. For instance, contact center wallboards can provide at-a-glance access to valuable metrics for all kinds of agents.
4. Embrace AI and Self-Service
Artificial Intelligence is one of the most exciting and valuable innovations in the contact center. With AI, companies can learn how to route conversations more effectively, support agents with bots, and even deliver powerful self-service experiences to consumers.
Microsoft Teams is already equipped with a host of AI-driven tools, perfect for supporting contact center agents. Companies can leverage agent assist tools to provide step-by-step guidance to their team members, and create intuitive self-service bots and virtual assistants.
Business leaders can even leverage tools like Microsoft Copilot, to assist agents in answering customer questions and following up with prospects. AI and self-service solutions improve the agent experience in various ways. First, they help to minimize the number of calls and queries agents need to handle themselves. Secondly, they can assist with automating various time-consuming tasks.
AI solutions can automatically surface information about a customer from a CRM, summarize and transcribe call recordings, and even provide rapid insight into sentiment.
Create the Best Agent Experiences for Your Contact Center
Excellent customer experiences are crucial to success in today’s competitive landscape. However, to adhere to consumer expectations today, companies also need to invest in the success of their employees. With the right MSFT Teams contact center, businesses can empower their teams, reduce repetitive tasks, and unlock new levels of productivity.
“We built our certified Microsoft Teams contact center solution with a focus on optimizing every user experience. Our easy-to-use and scalable system gives employees the support they need to thrive in a competitive experience-focused landscape.” says Preston Martin, Account Executive at Landis Technologies.
For more information, visit https://landistechnologies.com/microsoft-teams-contact-center/
