User Stories: Adopting Microsoft Teams in the Contact Centre
At the start of the pandemic, companies rushed to switch their unified communications from on-prem solutions to one that allows work from home. This factor itself was mostly responsible for growth rate of Microsoft Teams usage that was approximated at almost 900% in just 4 months.
Today, as businesses choose hybrid, remote, or in-person work, surveys show that employees want flexible work options but would also like more in-person time with their colleagues. This is understandably a difficult balance, but it has been done through Teams in the contact center. Read on to see examples of how this has been achieved and how you can give your workforce the options they want while keeping them connected.