Enghouse Interactive is partnering with Microsoft and Flogas to host a webinar on how to use Teams to dramatically improve customer experience. The webinar, Building a Collaborative Contact Centre with Microsoft Teams, will be presented at 10:00am on Thursday 5th November.
The event will bring together Enghouse experts with authorities from Microsoft and Flogas to discuss how organizations need to adapt not only to a new cultural environment, but also to the new technology landscape. It has been organized in response to the demand Enghouse has seen from its customer base wanting to move their contact centre over to Teams.
The webinar will highlight how the adoption of collaboration tools within many enterprises is driving a new age of customer service. The arrival of Microsoft Teams in particular has changed the approach of many businesses as they move to unified communications environments and omnichannel customer interactions. Teams has become the collaboration platform of choice for many businesses. In April 2020, it reportedly reached 75 million daily users, up from 44 million in March.
During the webinar, Brian Gahan Head of IT at Flogas, will describe how the business worked with Enghouse during lockdown to build a robust and efficient customer service operation with minimal disruption. Alongside him, Tina Shepherd, Microsoft Teams Technical Specialist, will discuss how Teams is breaking the barriers in the way companies work and collaborate.
Another key speaker, Jeremy Payne, VP of Marketing at Enghouse, will explain how contact centres need to adjust to a new, more hybrid way of working to drive a new age of customer service. Jeremy explains, “With the customer journey continuing to become ever more important to organizations over time, more businesses are handling more of the routine or predictable interactions they have with customers through self-service or automated channels.
“The remaining queries and interactions tend to be complex or awkward, often requiring the involvement of multiple parties to resolve. That is why we are seeing a growing number of organizations adopting Microsoft Teams to pull in expertise from across the business to resolve the more complex issues resulting in first contact resolution and an improved customer experience.”
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