Optimizing contact center efficiency requires innovative tools that empower both agents and supervisors.
Luckily, Microsoft Teams continues to evolve, introducing powerful new features designed specifically for call queue management, real-time supervision, and enhanced customer communication.
Here’s how your organization can leverage these advancements with strategic support from Momentum to achieve your outcomes.
Empower supervisors with advanced coaching tools
Effective supervision is critical to maintaining high-quality customer interactions.
Microsoft Teams’ new monitoring features (only available in the Queues app) like Monitor, Whisper, Barge, and Takeover, equip supervisors with powerful coaching and intervention capabilities:
- Monitor: Allows supervisors to listen quietly to ongoing agent-customer interactions.
- Whisper: Enables real-time coaching directly to agents without customer awareness, enhancing agent confidence and call resolution.
- Barge and Takeover: Permits supervisors to seamlessly join or fully take over complex calls, ensuring customer satisfaction and issue resolution.
Momentum helps your organization leverage these tools effectively, empowering supervisors to drive continuous improvement and high-quality customer service.
Streamline customer experience with Call Queue callbacks
Long hold times negatively impact customer satisfaction. According to Gartner, 60% of customers feel waiting on hold, even for one minute, is too long. The callback feature within Teams Call Queues directly addresses this issue by allowing customers to request a callback instead of waiting on hold.
This simple yet impactful feature:
- Reduces customer frustration and improves overall satisfaction.
- Enhances agent efficiency by smoothing call distribution.
- Lowers abandonment rates, ensuring customers remain connected and satisfied.
Momentum guides your organization in deploying this feature seamlessly, transforming your customer engagement strategy.
Boost customer engagement with Teams SMS integration
The upcoming native SMS texting functionality in Microsoft Teams enables direct, personalized, and efficient communication with customers in the U.S. and Canada.
Compared to email, SMS boasts an impressive 98% open rate. Today, key practical uses for SMS include:
- Appointment reminders and confirmations.
- Quick customer notifications and updates.
- Enhanced engagement with convenient communication methods customers prefer.
Momentum simplifies the adoption of SMS within your existing Teams workflows, optimizing customer interactions and operational effectiveness.
Simplified supervisor and agent experiences with the Teams queues app
The Microsoft Teams Queues App provides a streamlined experience for both agents and supervisors.
Key benefits include:
- Real-time visibility into active queues, enhancing operational awareness.
- Intuitive opt-in and opt-out capabilities, giving supervisors greater control over agent availability.
- Missed call tracking and resolution marking, significantly improving call management and accountability.
Ensure your next implementation is smooth by enabling your contact center teams to capitalize on these user-friendly features quickly. Learn more about managing Call Queues in Teams →
Improved troubleshooting with SIP ladder diagrams
Effective troubleshooting is vital for minimizing disruptions in communications.
Microsoft’s introduction of SIP ladder diagrams directly within the Teams Admin Center greatly simplifies this process:
- Provides visual clarity on call flows and technical interactions.
- Reduces reliance on external support, accelerating issue resolution.
- Enhances overall communication reliability and operational uptime.
Looking to make the most of your troubleshooting tools? Discover more about advanced troubleshooting with SIP diagrams →.
Unlock the full potential of Teams with Momentum
Microsoft Teams is evolving rapidly. Momentum is here to help you keep up.
With deep expertise across Teams Phone, call queue management, and user experience optimization, we partner with your organization to unlock the full power of Teams. From deployment to training and long-term success, Momentum enables you to deliver seamless communication and empowered support teams.
