Microsoft Teams has taken the world by storm.
Microsoft Calling Plans VS Direct Routing: Which is right for me?
How to Build a Future-Proof CX Strategy
Best Practices for Building Resilient, Future-Proof Contact Center Operations Today
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The magnitude of COVID-19 has changed life forever in 2020. In the face of adversity, contact center leaders rewrote the rulebook to launch customer experience (CX) innovations to weather the storm. As the crisis subsides, leading companies are looking to claw back losses and focus on gaining efficiency and cost-savings momentum while also improving customer and employee experiences. Traditional contact center models won’t be enough to recoup what’s been lost. Organizations are rethinking their contact center operations by doubling-down on the innovations that got them through the crisis; like remote workforces, intelligent automation, and cloud technology. This strategy guide offers 7 key strategies to build resilient, future-proof contact center operations to win now and in the future. |
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Contact Center Homeworking: 6 ways to keep everything running smoothly
Everywhere, businesses are rethinking the way they connect with customers.
Can You Record Calls for Compliance on Microsoft Teams?
Call recording isn’t just a valuable way to collect information about your customers and their purchasing journeys. Sometimes, this technology is essential for compliance purposes too. Recording calls ensures that you’re ready to comply with any regulatory requirements, respond to legal issues, and avoid potential penalties too.
Call Center Wallboards for Home Agents
Still being stuck in the middle of this all-encompassing pandemic, one of the few things we can say for certain is that our working practices will never quite be the same again, even when COVID-19 is behind us.
The ultimate guide to omnichannel customer service
Welcome to our ultimate guide to omnichannel customer service. The omnichannel approach means having a cross-channel strategy based on the simultaneous use of all available communication channels. Omnichannel moves the game on from simply providing additional digital channels to help you deliver an exceptional and seamless customer experience. You can either read the whole guide or jump to the section that interests you the most:
Microsoft Teams Recording: what to consider when implementing a system
Wallboard for agent desktop
Introducing Geomant’s Agent Desktop Wallboard Features
New fully-managed cloud Teams Recording service from Geomant
New fully-managed cloud Teams Recording service from Geomant delivers compliance confidence, and quality management capability for organisations using Microsoft Teams
Geomant is pleased to announce the launch of its exciting new Microsoft Teams Recording service, designed to record all external and internal interactions in the Teams collaboration platform. Hosted in Microsoft Azure and utilising Verint’s market-leading recording software, this fully managed cloud service offers a cost-effective and flexible solution for those looking for a secure compliance, training and quality management tool for Teams.
Whitepaper: Helping Your Call Center Respond to COVID-19
Executive Summary
The current global coronavirus pandemic is unleashing massive changes on the contact center workforce. As contact centers managers transition to remote work for themselves and their employees, they are often also faced with changes in normal call volumes. How can companies manage resources and communication needs through this pandemic? What cloud-based technologies can managers implement quickly to manage changing workplace dynamics and customer demands?
1. Introduction
With global coronavirus cases now well into the hundreds of thousands and with many western countries at the start of the growth curve, contact centers are adjusting to a new normal. Social distancing, which often means working from home, will have to become part of ‘business as usual’ for the foreseeable future.