There’s a New Power Team in Town. Introducing 8x8 Contact Center, Now Certified for Microsoft Teams.
8x8 Contact Center was recently named a certified solution for Microsoft Teams. As the first contact center solution recognized in the Gartner Magic Quadrant for CCaaS to be awarded this certification, we are obviously beyond proud.
But before we start popping the champagne corks, let’s focus on what really matters: you.
Most importantly, what does this mean for contact center professionals striving for the balance between productivity and customer experience?
Navigating interactions: Teamwork makes the dream work
Most organizations would agree that their contact center agents are on the front lines of customer experience. They interact day-in and day-out with the business’ most important asset – its customers.
For the most part, agents are well equipped to navigate these interactions. But what happens when a customer’s inquiry goes beyond the agent’s knowledge? In the new work-from-anywhere contact center world, cubicle walls have come down, but siloed communication walls are higher than ever. Working remotely means agents can’t lean over and ask a teammate for help. And it’s awkward and bad for customer experience to direct a customer elsewhere.
There’s a better way.
From island to sea change.
With 8x8 Contact Center and Microsoft Teams, agents are no longer on an island, disconnected from the rest of the organization. They can easily identify and bring in expertise outside of the contact center to quickly address customer issues.
Think about it: there are roughly 115 million Microsoft Teams users worldwide. Many of these users are not connected to contact center agents. Case in point? Recent research shows that 84% of people want more complete communications with MS Teams.
The fact of the matter is, folks in the back office or within other departments outside of the contact center can have an impact on improving CX and contact center operational efficiency. Not only is this a win-win, it’s a sea change: a new way of looking at how organizations must address the needs of today’s customers.
Swimming to the same shore.
With 8x8 Contact Center for Microsoft Teams, communications barriers are eliminated and all team members–front office agents and back office employees–can all work together to quickly resolve customer issues. Collaboration between front office agents and back office employees significantly increases first contact resolution (FCR). In fact, recent research by Metrigy shows that companies see a 40% increase in customer rates (CSAT & NPS) when integrating UCaaS and CCaaS from a single provider.
With 8x8 Contact Center for Microsoft Teams you can:
Improve CSAT by connecting agents to the rest of the organization
- Reduce friction - Customers are no longer dismissed or told to call a different department if / when the agent did not have an answer
- Differentiate through white glove service - Customers feel that extra steps were taken to ensure issues were resolved
Improve agent empowerment and engagement
- Increase communication & collaboration - Agents feel connected to the larger organization, which is critical in the new operate from anywhere environment
- Retain more agents - Agents more effectively service customers, reducing frustration and increasing overall job satisfaction
Improve CX through shared ownership of the customer
- Faster resolution - Teamwork and collaboration between agents and employees reinforces customer-first culture and mentality
- Increase visibility and transparency - Key stakeholders gain better understanding of customer experience to identify opportunities for improvement
Contact center leaders know that the interactions that happen between agents and customers are essential to overall customer satisfaction, retention and growth. But to be truly successful, agents must be connected with the larger organization and share a commitment to customers. With 8x8 Contact Center for Microsoft Teams, contact center leaders can transform their organization to break down communication silos and open up a wealth of opportunities.
Let’s team up to launch your contact center towards better customer experience, better productivity, and better connection with the rest of the organization through Microsoft Teams.
