While it’s easy to focus on changes in where customer service teams are doing their work in 2020, it’s important to reflect too on how that work has been transformed — and leading developer of contact centre software Enghouse Interactive are partnering with Microsoft and customer Flogas, to highlight this in a webinar at 10:00am on Thursday 5th November.
Building a Collaborative Contact Centre with Microsoft Teams will bring to life the way the modern contact centre has been transformed in 2020, forged in the crucible of the global pandemic, which simultaneously accelerated cloud migration, distributed working, and a surge in customer support needs overnight.
To support that expectation, Enghouse has been moving more and more of their customers into the Microsoft Teams environment, where information assets, unified communications, and the whole customer experience can be managed and accessed centrally — wherever agents and supervisors are located.
Elevating customer experience
As Jeremy Payne, Group VP Marketing & Alliances at Enghouse, explained, ever larger numbers of customer journeys can be automated now, making it faster and easier for the customer to use self-serve channels at their own convenience. That means it’s the more complicated, frustrating, and challenging enquiries that reach the human agent. “That person who picks up the phone, they can be like the lightning rod,” he explained. “But when you have a complex problem, it’s generally going to take more than one person to solve it. So, you need a technology like Microsoft Teams, to aggregate the conversation and documentation and collaboration into a single source of truth, that everyone is looking at and talking about in real time.”
As organisations seek sustainable and secure ways to meet their customers needs long term, they’re increasingly realising that this won’t mean a return to face-to-face showrooms and shops anytime soon, and what they need are integrated and secure solutions that bring the customer as close to the brand as possible — with video calling being the best we’ve got right now, for immediacy and non-verbal aspects of communication. While there are many communications tools which offer such functionality, bringing it all together in Microsoft Teams is a secure and reliable way to consolidate all the different collaborative elements which go into addressing the diverse spectrum of customer needs.
Keeping the lights on in a crisis
Enghouse customer Flogas, who supply LPG to off-grid domestic customers, were a textbook case study in transitioning a complex customer experience operation to completely distributed and cloud-based overnight. “The tectonic plates of their business shifted enormously, and the kind of transition we’d normally manage over months or years, we carried out more or less overnight,” Payne explained.
“They have customers who are elderly, vulnerable people, needing light and hot water… So there was no other option”
Bringing together a product specialist from Microsoft Teams with a textbook study in maintaining continuity in vital customer service, Enghouse’s complimentary webinar will bring clarity to organisations at any point in their journey towards virtualising their contact centre, and seeking to build secure, sustainable and unified solutions to underpin their customer experience offering.
Don’t forget to book your place at Building a Collaborative Contact Centre with Microsoft Teams, to learn more.
