For a while now, companies have been making the shift to remote working strategies to save money and improve business efficiency. However, in 2020, the demand for these flexible working strategies grew even further, thanks to the pandemic. Organisations of all sizes needed to begin exploring contact centre solutions in the cloud and Microsoft Teams became a powerful central environment for work.
Offering access to Microsoft productivity tools, teams meeting solutions, video conferencing, and more, Microsoft Teams ensures that everyone in the workforce can remain connected and efficient. However, there is still a demand for employee leaders to have the right strategy in place. Here are some top tips for managing your agents.
Setting Your Teams Up for Success
First, make sure that your employees have the right channels on Teams to find the information they need. Having all of your employees in the same channel could lead to information overload, and people getting insights that they don’t need. So, ensure everyone has their own dedicated space in the remote workforce. Next:
- Build a Wiki: Microsoft Teams allows users to design Wiki’s where they can store information that agents might need to answer customer queries. This simplifies the process of finding data at speed
- Use Tabs: Tabs on Microsoft Teams allow you to make it easier for employees to find the tools they use every day in an aligned space. You can add tabs for things like Trello, or Service Now, for instance
- Add bots: Adding bots into Microsoft Teams makes it much easier to track your team members. There are bots that can gather feedback from employees about their satisfaction levels, and bots that offer insights into how much time each staff member spends online
- Set rules for file sharing: Make sure that your employees know how to share files and information safely online when using Microsoft Teams. There should be guidelines in place for accessing everything from SharePoint to Google cloud
- Share collaboration best practices: Guide your team members on how they can use Microsoft Teams to their advantage for collaboration. When is it a good idea for employees to use instant chat services, and when should they be investing in video meetings?
- Stay connected: Make sure you’re constantly interacting with your team through regular meetings, updates, and announcements. The more informed your employees are, the less likely it is that they’ll feel “out of the loop”
Supporting Employees on Microsoft Teams
Microsoft Teams is rapidly becoming a valuable tool for team collaboration and productivity in the modern workforce. As part of your contact centre solution for remote workers, Microsoft Teams can be the key to keeping agents as productive and aligned as possible. The key is making sure that everyone knows how to use the software to their advantage.
Don’t just set your employees up with an account on Microsoft Teams and leave them to it, ensure that they’re ready to harness the tool to their advantage.
