Phone support remains the front line of customer service for many businesses. When customers call in with urgent problems or quick questions, their experience shapes their impression of your company. The call itself is only part of the story. The technology handling those calls directly influences how smoothly support runs. How calls get routed, [...]
For many businesses, Teams is the go-to app for internal standups, quick calls and messages to colleagues. For others, it's used to run entire contact centres. Hundreds of agents. Thousands of customer calls. With their sensitive data flowing through every contact point. When remote work took over in 2020, organisations scrambled for something familiar. [...]
The issues faced by call centres continue to evolve. Customer expectations keep rising. The digital channels used by agents are multiplying. Your workforce is scattered across home offices and hot desks. The job stopped being about just answering calls years ago. Now it's about being able to meet demand 24/7, delivering smooth handovers, and [...]
Workplace technology has changed fast over the past decade. Teams connect from home, co-working spaces, cafes. They use their own smartphones and laptops. Remote work isn't a temporary experiment anymore. It's just how things work. This shift has led to a new acronym being added to the call center vocabulary: B.Y.O.D. Bring Your Own [...]
Your call centre is often the only real human contact your customers have with your brand. Think about that for a second. Not your marketing. Not your product. Your call centre agent is the face of your company. Every interaction creates an impression that sticks. Phone, chat, email. Doesn't matter. What matters is how [...]
Call recording makes people nervous. And for good reason. Nobody likes feeling watched. Nobody likes the idea that every word they say is being captured and stored somewhere. And if you're a call centre manager reading this, you've probably already felt that tension. You know you need call recording (for compliance, for training, for [...]
Look, if you've ever worked in a call centre, you already know this truth. One conversation can change everything. Not in some abstract way. In a very real, very measurable way. A single call handled well? That customer stays. They most likely buy again. They may even tell their friends. A call handled poorly? [...]
Most businesses already use Microsoft Teams. It's where quick questions get asked. Where meetings happen. Where files get shared. For a lot of organizations, Teams has quietly become the hub of daily work. And Microsoft knows this. They've been steadily building Teams into a more complete communications tool. Not just chat and meetings anymore. [...]
This blog is inspired by our recent “AI in Action” webinar, featuring Microsoft’s Apay Obang-Oyway and Tollring experts Greg Easton and Ian Bevington. It explores how organizations are using AI to unlock intelligence from Microsoft Teams conversations — and what that means for your contact center strategy. 👉 Watch the webinar on demand to [...]
Business leaders working in customer services often find themselves tangled in a maze of confusing terms. You’ve likely heard “call center” and “contact center” tossed around in meetings, vendor pitches, and industry articles as if they mean the same thing. But here’s the catch, they’re not interchangeable, and knowing the difference could be what [...]