To improve customer experiences, extending reliable tools to the hybrid workforce has become a necessity for many businesses. Since digital channels are more relevant in this evolving world, customers’ expectations have increased rapidly. Therefore, for a business to engage with their customers, using a single channel is no longer enough, it is necessary to offer a personalized experience on more than one communication channel. So, investing in modern tools enhanced with artificial intelligence (AI) like a Multi-Channel Contact Center, is a business priority these days.
Let’s go deep into the main benefits a Multi-Channel Contact Center for Microsoft Teams offer:
1. Widens the communication options for your customers
One of the most important benefits is that although your business will offer support across channels, you stream all the information to a single hub. So, when the customer reaches out from social media, SMS, email, web chat, or phone, you would still have a single view of that customer making your support more efficient.
2. Maximizes agents’ performance and improves processes
Having all your communication needs merged into one single hub will save your agent’s time. Managing an all-in-one application is easier and takes less time, as well as streamlining processes.
Taking less time doing everyday tasks, easier management of information, and having a unified global view of the overall performance of your team will maximize productivity.
3. Empowers multitasking agents
Some agents are great at multitasking. A Multi-Channel Contact Center allows you to assign multiple transactions to one agent, when considered appropriate. It could be three or more web chats or emails.
4. Improve customer engagement
Effective customer engagement is the number one priority of all organizations. Having a single view across channels will facilitate faster support, a more cooperative and integrated approach to customer satisfaction and loyalty.
5. Gain visibility and insights
Via Call Detail Records (CDR) and advanced reporting/analytics you will have access to insightful information and an overview of your team’s performance.
Leverage Microsoft Teams capabilities for your contact center
If you are an organization looking for a native contact center solution for Teams, our team of experts can help you customize call flows around your business processes while successfully routing it to the right agent or employee every time.
The BlueSky Contact Center for Microsoft Teams platform helps you modernize your operations while standardizing on a single platform for all company communications. With this tool you can empower your agents and supervisors with next generation Microsoft technology that is easy to deploy and to use.
To learn more about BlueSky UC Contact Center please, click the button below.
