Colleges, universities, and other educational institutions all face a similar challenge for their contact centers. Not only do they employ a variety of agents, from students working part-time to full-time employees, but they also need to handle a wide array of callers, including students, teachers, alumni, and more.
This leaves those institutions with a question: how can we set up a contact center that’s easy and accessible for agents of every skill level while equipping them to handle any type of call?
There is a solution, and it all begins with turning Microsoft Teams into a contact center.
Why Higher Ed Uses Microsoft Teams
Microsoft Teams is one of the most popular communication platforms on the market. Its interface is recognizable and intuitive, making it useful for contact centers that have a mix of experienced agents and temporary workers or that will need to onboard users quickly.
Teams’ scalability also makes it a preferred choice for educational institutions, as they’ll need to scale up and down based on their seasonal needs. For instance, universities are unlikely to get many calls during the summer, but will need to scale up at the start of the school year, so being able to add seats quickly is important.
Of course, Microsoft Teams also has pricing and licenses designed for educational institutions. Teams also offers AI-powered digital tools made for education, such as an Educational Insight tool and an Assignments and Grades feature.
Between the pricing and educational tools, Microsoft Teams is an appealing option for schools and educational institutions of all grade levels. As many are already using it for internal communication or remote learning, it stands to reason that they’d want to get the most out of their Teams investment by using it for their contact center.
