Introducing the Queues app: Enabling customer engagement in Microsoft Teams | Microsoft Community Hub
Disconnected tools can slow service and frustrate customers. The new Queues app in Microsoft Teams addresses this by routing and organizing incoming chats, helping teams respond faster and more effectively. Read the blog to see how the app enables better customer experiences and improves internal workflows. For tailored implementation guidance, contact Takka Technologies today.
The Queues app is a Teams-native solution designed to help organizations manage customer engagements efficiently, starting with calls. It allows team members to make and receive customer calls directly within Teams, providing tailored experiences for users and leads. The app offers real-time statistics on call queue performance and enables members to opt-in or out of call queues based on their availability and business needs.
How does the Queues app enhance customer engagement?
The Queues app enhances customer engagement by facilitating collaborative call handling among team members. It allows users to quickly access relevant customer profile information from their CRM tools during calls, improving context and efficiency. Additionally, it provides essential call controls, such as call transfer, to expedite the process of reaching out for expert advice or handling escalations.
Who can manage call queues with the Queues app?
With the Queues app, authorized users, specifically leads, can manage their team, call queues, and auto attendants based on business needs. They have access to a comprehensive analytics dashboard for real-time and historical reporting, enabling faster decision-making and improvements in customer operations. This democratizes the management of call queues, which was previously limited to Teams administrators.
Introducing the Queues app: Enabling customer engagement in Microsoft Teams | Microsoft Community Hub
published by Takka Technologies
The digital revolution is transforming our organizations and industries, offering new opportunities and challenges. In this context, Takka Technologies' mission is to bring its customers to their full operational potential by making the most of this digital ecosystem. Takka offers intelligent workflow automation solutions so that allow SMEs (and other organizations) can to stay focused on their value chain. Through industry-specific data management, Takka provides its customers with tools to make data-driven decision-making (DDDM).
Takka Technologies fournit des solutions logicielles d'automatisation de processus métier aux PME qui recherchent davantage de performances, de fiabilité et de données structurées dans leur chaîne de valeur ou des activités de support. Les solutions fournies par Takka Technologies incluent la création d'outils et indicateurs qui aident l'entreprise à passer d'un mode de prise de décision traditionnelle à un mode de prise de décision basée sur les données (DDDM).
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