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.
Contact center AI has moved well past the pilot phase. Calabrio’s 2025 State of the Contact Center report found that 98% of contact centers are now using AI. Back in 2022, Gartner predicted that conversational AI would reduce contact center agent labor costs by $80 billion by 2026; a number that seemed ambitious at the time, but doesn’t anymore. Now instead of asking whether […]
Why Contact Center AI Underperforms After the Demo Read More »
Some businesses with very light contact center workloads choose to use Microsoft Teams call queues; however, the contact center reporting metrics provided by Teams is worth understanding before going this route. Here, we’ll walk through exactly what metrics native Teams offers and what is necessary to create a complete reporting setup. What call reporting does Microsoft Teams include out of the box? Microsoft Teams includes several built-in reporting tools, designed
What Contact Center Reporting Metrics Does Microsoft Teams Track? Read More »
Even though call center agent coaching is the part of a contact center manager’s job that most directly improves their team, it’s often the part that’s cancelled first when the queue gets busy. This guide is written for contact center supervisors and operations managers using Microsoft Teams. Multitasking? Listen while you work! What Is Call Center Agent Coaching, and How Is It Different from
Call Center Agent Coaching: A Guide for Contact Center Supervisors Read More »
Microsoft Teams handles meetings, chat, file sharing, and internal calls well. It fits cleanly into your Microsoft environment. But somewhere along the way, a lot of businesses find that the teams call queue becomes a pain point in the stack. Callers wait too long. Agents don’t know what’s coming. Managers ask for reports you can’t pull. And you’re fielding complaints about a system you don’t have great answers
Why Microsoft Teams Call Queues Stop Working for Growing Organizations Read More »
What is “presence-based routing”? Most Microsoft Teams users know what “presence” is. The colored dot next to a contact’s name, showing green for available, yellow for away, or red for busy. It’s self-explanatory and convenient as a visual indicator before transferring a call or sending a message. But presence can do a lot more than show whether someone is at their desk. In a contact center context, Teams presence can be used
The Overlooked Role of Teams Presence in a Contact Center Read More »
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 »
