Colleges, universities, and other educational institutions all face a similar challenge for their contact centers. Not only do they employ a variety of agents, from students working part-time to full-time employees, but they also need to handle a wide array of callers, including students, teachers, alumni, and more.
This leaves those institutions with a question: how can we set up a contact center that’s easy and accessible for agents of every skill level while equipping them to handle any type of call?
There is a solution, and it all begins with turning Microsoft Teams into a contact center.
Why Higher Ed Uses Microsoft Teams
Microsoft Teams is one of the most popular communication platforms on the market. Its interface is recognizable and intuitive, making it useful for contact centers that have a mix of experienced agents and temporary workers or that will need to onboard users quickly.
Teams’ scalability also makes it a preferred choice for educational institutions, as they’ll need to scale up and down based on their seasonal needs. For instance, universities are unlikely to get many calls during the summer, but will need to scale up at the start of the school year, so being able to add seats quickly is important.
Of course, Microsoft Teams also has pricing and licenses designed for educational institutions. Teams also offers AI-powered digital tools made for education, such as an Educational Insight tool and an Assignments and Grades feature.
Between the pricing and educational tools, Microsoft Teams is an appealing option for schools and educational institutions of all grade levels. As many are already using it for internal communication or remote learning, it stands to reason that they’d want to get the most out of their Teams investment by using it for their contact center.
Turning Teams into a Contact Center
Teams on its own is not a complete contact center solution. That’s why educational institutions will also want to invest in technology like the Contact Center for Microsoft Teams solution from Landis Technologies.
Landis’ solution transforms Microsoft Teams into a contact center, using the Teams interface while adding important contact center features like skills-based routing, reporting tools, and an attendant console. This means that agents can continue to use the Teams interface and features they’re used to while gaining the functionality of a complete contact center solution.
Landis has helped numerous educational institutions with their contact center needs, from local tech institutions to international universities. The ease of use and onboarding means that institutions can efficiently add new agents, and users of all kinds can get started quickly.
Contact centers at educational institutions handle a wide array of callers, including students, teachers, donors, alumni, and students’ families, each of whom will have different questions or needs. Landis IVR can help determine the type of caller and direct the call to the right agent or department. This allows universities to create a tailored caller journey for everyone.
Running a contact center for an educational institution is different from any other kind of customer support. Agents need to be able to efficiently handle a wide variety of calls and subjects, while the contact center will need to scale up and down throughout the school year. With the right technology, though, it’s possible to provide a great contact center experience right from Microsoft Teams.
from UC Today https://ift.tt/DSrBkIM
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