The last couple of years have had a massive impact on the contact centre landscape. The influence of the pandemic has been phenomenal, pushing more customers to interact with companies online in search of faster, more convenient, and safer transactions.
Since 2020, we’ve seen a significant increase in everything from digital self-service to video conferencing. The changing landscape has also given way to a new kind of contact centre – an environment built for collaboration and employee experience within Microsoft Teams.
Today, we’re focusing specifically on the patterns and trends driving the evolution of the Microsoft Teams contact centre in 2022 and beyond.
1. Rapid Cloud Adoption
The pandemic proved contact centres without a cloud strategy simply couldn’t survive long-term. For business continuity, organisations need to invest in flexible, scalable technology systems, which work in any environment. CCaaS, or cloud contact centres as a service, have emerged as the ultimate solution to this growing need for agility.
The Microsoft Teams contact centre is the perfect solution for companies in search of flexible, cloud-based opportunities. Not only can companies access Microsoft Teams through the cloud via a range of partners, but they can access a highly flexible environment too, capable of adapting to suit their needs. Microsoft Teams’ open landscape is ideal at a time when companies are rapidly connecting multiple components of UCaaS, CCaaS, and CPaaS in one unified environment.
With the right Microsoft Teams cloud partner, you can build the hybrid or cloud-based environment you need for both the contact centre and your business phone strategy. Your vendor will help you to plan the ultimate migration into the cloud, based on your existing technology, your future needs for innovation, and your budget.
2. Agent Experience
“Customer Experience” has been the central focus of the contact centre for several years now. However, it’s only recently that companies have begun to recognize how important employee or agent experience is to ensure a good CX. If employees aren’t engaged and empowered by the tools available to them in the contact centre, they can’t deliver amazing customer interactions.
Bringing the contact centre into Microsoft Teams allows business leaders to create a more convenient and comfortable experience for employees. Agents can access the tools they need to interact with colleagues and customers in the same place. What’s more, many vendors working with Microsoft Teams contact centres also strive to provide the same consistent experience across multiple devices.
With access to custom integrations and APIs, your Microsoft Teams contact centre vendor can even build all of the tools you need to keep your teams productive into one single pane of glass. Fewer apps to jump between will instantly make your teams more productive while improving the overall experience in today’s age of remote and flexible work. It also makes it easier for business leaders to track data and knowledge flowing through the workforce.
3. Video in the Contact Centre
During the last couple of years, countless companies have discovered how valuable video is to improving collaboration and communication between team members. Video conferencing has emerged as the go-to method for keeping staff connected. However, this medium is valuable for more than just internal communications.
In many customer service environments, video can also enable more immersive and meaningful experiences for clients too. Video in the contact centre can help to bring context and engagement to the process of taking a client through complex issues or helping them to solve various problems.
Microsoft Teams offers video conferencing as standard, and vendors offering Teams contact centres can build on this functionality, implementing additional tools and features to ensure the encryption and security of video interactions.
Increasingly, customers over the last few years have discovered multiple ways of interacting more effectively with companies, particularly for support and service purposes. They’ve also learned that sometimes it’s faster and more efficient for them to seek potential solutions to their own problems, before issuing questions to support professionals.
Self-service solutions are quickly emerging as a must-have trend in the contact centre. Fortunately, Microsoft Teams contact centres are perfectly positioned to take advantage of this new demand. Microsoft’s extensive investment in AI solutions and automation makes it easy to implement bots and tools for enabling self-service experiences.
With the right Microsoft Teams contact centre vendor, business leaders will be able to implement intelligent and engaging self-service opportunities into their CX strategy. You can even integrate your self-service solutions with reporting and CRM tools, for better insights into the customer journey.
5. Hybrid Teams
While many CCaaS solutions are perfect for enabling the new age of hybrid and remote work, few brands have had quite the impact on the workforce that Microsoft has. Microsoft Teams is quickly becoming the ultimate tool for workplace transformation, helping to connect and engage teams across an ever-changing landscape.
With Microsoft Teams in the contact centre, companies can ensure that their agents have access to all the tools they need to stay productive and continue offering incredible experiences to customers. The right contact centre solution for Microsoft Teams gives team members access to specialist support when they need it most, in the form of messaging and video conferencing opportunities.
Staff can check the presence status of other employees in their workforce and access the help of other team members when working on complicated customer service demands. With a Microsoft Teams contact centre, companies can enable hybrid teams with all the technology they need, so every employee can succeed, anywhere.
Trends Changing the Landscape
The Microsoft Teams Contact centre environment is rapidly growing as companies search for ways to further leverage their Microsoft technology in an ever-growing digital landscape. The trends above are just some examples of the patterns helping to guide vendors in this space to build the perfect tools for the companies of tomorrow.