Looking to improve your contact center performance? This resource hub covers everything from IVR strategy and contact center analytics to call routing, agent management, and operational best practices. Whether you’re optimizing an existing Microsoft Teams call center or planning for future growth, explore articles designed to help you deliver faster support, better customer experiences, and smarter call center management.
Your quarterly report shows 18% call abandonment during peak periods. Average handle time hasn’t improved in two years. Your team handles the same routine questions that could be automated. Here’s how conversational IVR can change those numbers and how to prove it to your leadership. What is Conversational IVR? Conversational IVR uses AI, natural language […]
Forecasting call center staffing can be difficult because it requires striking a fine balance. Not enough agents can lead to long hold times and agent burnout, but too many agents can create idle time and drain your budget. Our guide and free contact center staffing calculator are workforce management tools that will help you determine
Contact Center Workforce Management: Staffing Your Team for Peak Performance Read More »
Landis is proud to announce that we have achieved certification with Microsoft’s newest Teams integration model for contact centers! Watch Matt Landis’ comments on benefits and use cases of the new integration model. The Unify integration model opens the door to various benefits. As one of only a few certified Unify partners globally, we offer
Landis Achieves Microsoft Unify Contact Center Certification Read More »
The August 2025 update for Landis Contact Center has quite a list of new features and improvements. We are excited to see how you will use these to improve your customer service. Read on, or watch the video below. Get Callers to the Right Place Faster with Natural Language Routing Callers can now speak naturally
One-third of IT budgets are estimated to be wasted, which means that choosing CCaaS features that actually improve contact center ROI is incredibly important. But with hundreds of features competing for your attention and budget, which ones actually matter? This guide focuses on the six most important ones. Each section shows how that feature delivers
Top 6 CCaaS Features that Drive Contact Center ROI Read More »
Landis Contact Center for Microsoft Teams (Unify) is now the first released Microsoft Teams Unify model contact center, launching several weeks ahead of Microsoft’s public preview and showing clear innovation leadership in the Teams ecosystem. Breaking Ground with First Teams Unify Contact Center Release Microsoft has recently released the new Unify Contact Center Integration Model a
Landis Releases the First Ever Microsoft Teams Unify Model Contact Center Read More »
Every abandoned call report in the contact center is frustrating, but behind that is an even more frustrated caller who has a growing dissatisfaction with your business. In this post, we’ll look at some tips for reducing call abandonment. What is Call Abandonment Rate? Call abandonment rate measures the percentage of callers who hang up
How to Reduce Call Abandonment: 6 Strategies That Work Read More »
Every customer call represents an opportunity to build meaningful connections and solve problems quickly. But when callers face long wait times or multiple transfers, these opportunities vanish. For IT leaders, intelligent call routing is the perfect solution for modernizing infrastructure and improving service metrics. What is Intelligent Call Routing? Intelligent call routing directs each call
5 Intelligent Call Routing Strategies for 2025 Read More »
Multitasking? Listen while you work! Call center whisper is a supervisory feature that is especially helpful when training or onboarding new agents. This guide explains how it works, its benefits, and how Landis Technologies offers this feature within Microsoft Teams. What Is “Call Whisper”? Definition: Call whisper (or call whispering) is a supervisory feature that
Using Call Whisper to Improve Contact Center Performance Read More »
Microsoft Teams calling can be a useful communication tool internally as well as externally. It’s useful to start with a good understanding of Teams calling and its capabilities and decide from there what is likely to be the best solution for you, whether it’s Microsoft Teams or a native solution like Landis Contact Center for
What Is Teams Calling & How to Make and Receive Calls in Microsoft Teams Read More »
