Shifting Expectations
Regardless of what industry, sector or sphere you operate in, every business needs to handle contact with customers from time to time - and often more frequently. In just a few short years, businesses have needed to develop new capabilities for supporting more digitalization and hybrid working. However, this need is too often an afterthought – becoming a neglected and under-invested part of the overall business-model, despite the multi-level benefits that good-quality customer interactions bring. In this whitepaper, we discusses strategies for enhancing contact center operations using Microsoft Teams, focusing on customer engagement and operational efficiency, with an emphasis on integration, streamlining processes, customer focus, reducing operational risks, and leveraging automation.
Key Take Aways
Integrate Multiple Communication Channels
Integrate various communication platforms such as WhatsApp, Facebook Messenger, and webchats into Microsoft Teams to centralize customer interactions and enhance service delivery.
Streamline Operations for Enhanced Customer Experience
Consolidate customer data and communication tools into a single interface to provide more personalized and efficient customer service.
Reduce Operational Risks with Certified Solutions
Utilize Microsoft-certified solutions to ensure security and compliance in data handling, thereby minimizing operational risks in contact center operations.
Employ Automation to Improve Efficiency
Implement automation and AI technologies, like chatbots for routine inquiries, to free up human agents for more complex issues and increase the overall efficiency of the contact center.
About ROGER365.io
ROGER365.io is a Microsoft-certified Teams Contact Center solution. It’s a Teams-native app that allows organizations to handle omnichannel contact with customers using their Teams client. All communications, including web chats, WhatsApp, voice calls, SMS (and more), are held within the secure and compliant Teams framework. You can serve customers to the highest standard with ROGER365.io, by customizing the customer contact experience. Organizations of every kind can gain new levels of efficiency by creating workflows, automations, and seamless integrations with all your business resources and enterprise software, such as CRMs or ERPs.
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