Customers reach out to organizations for a variety of reasons: to update their addresses, to follow up on orders, to change their login credentials, and so on.

You probably know what Microsoft Teams is and you’ve likely used it for internal communication within your organization. But if you’re reading this now, you might be wondering about its capabilities and limitations for external communication, particularly in a customer service queuing context. You may be part of a small to medium-sized business with needs that are starting to outgrow your current system of handling external communication. And you may be wondering if you’ll need to implement a full contact center or if using Teams’ capabilities alone will be sufficient. This blog can help you answer that question. Read on to learn the similarities and differences between Teams Auto Attendant with Call Queues and a full contact center.

Banking experiences have evolved greatly since the days of traditional banking. Over the past few years and partly as a response to the COVID-19 pandemic, financial institutions have incorporated technology to advance and enhance their customer banking experiences.

Since the COVID-19 pandemic began, society has seen significant growth in the prevalence of remote work. In the early days, it was considered a necessity for limiting the spread of the virus and supporting public health initiatives. Today, however, this is not generally the case. With widespread vaccines and the reduction or elimination of public safety guidelines originally put in place to stop the spread, remote work is no longer considered necessary.

Microsoft Teams offers a variety of intuitive features to enhance collaboration and communication. Yet there are various features many Teams users are not aware of. Check out these 6 helpful features so you can further enhance your Teams experience!

As the front line of communication with your customers, your contact center agents can be thought of as the face of your organization. If you want to put your organization’s best face forward, your agents should be more than just employees doing a job; they should be true advocates for your organization who enjoy their work and feel positive about their employer. Of course, this may sound like a far-off pipe dream to many organizations. But with the implementation of a formalized employee advocacy program, it can be a reality.

It is hard to believe 5 years have flown by and I am deeply rooted in the world of Major Incident Management and Business Continuity Planning at ComputerTalk. After spending 20+ years within the large corporate law firm environment, the shift remains refreshing and challenging.