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.
Have you ever called a customer service number and been greeted by a friendly (or fake) voice offering options like, “For sales, press 1. For support, press 2”? That’s a business’ call center IVR system in action. IVR stands for Interactive Voice Response and describes the automated system that usually replaces a receptionist or operator […]
What is a Call Center IVR System and Why Your Organization Needs One Read More »
The Confusion Between Service Desks and Call Centers Multitasking? Listen while you work! Before defining service desks and call centers let’s make one distinction: the terms “call center,” “service desk,” and “help desk” can refer to multiple things. Sometimes they refer to the software being used, and sometimes they refer to the team using the
Service Desk vs Call Center: What’s the Difference? Read More »
Far too often, call centers get their QA wrong. Trying to improve call center performance by chasing best practices for call quality monitoring that look good on paper but fail in the real world, tracking too many call center quality assurance metrics, and wasting time on manual reviews leaves them with frustrated agents and unclear
14 Simple and Effective Ways to Improve Call Center Quality Assurance and Performance Read More »
by Paul Martin, Contact Center Solutions Expert at Landis Technologies. Over the past few years, I have had the opportunity to witness the significant transformation of contact centers. From the traditional methods of manually handling calls to the modern, AI-driven systems, the evolution has been both rapid and fascinating. This journey, especially my work with
The Evolution of Contact Centers with Automation and AI Read More »
By Preston Martin, Contact Center Solutions Expert at Landis Technologies In the dynamic landscape of higher education, the expectations placed on IT support systems have evolved dramatically. Today’s students and faculty expect seamless, efficient, and accessible solutions across multiple communication channels. Whether it is a student struggling to access a vital online resource or a
The Benefits of Multichannel Support in Higher Education Read More »
At Landis, we’re committed to continuously improving the Contact Center experience for Microsoft Teams. Our latest update brings exciting new features designed to simplify workflows, enhance agent efficiency, and deliver an exceptional customer experience. Here’s a look at what’s new in the November 2024 update. 1. Simplified Queue Configurations We’ve reimagined the queue management page
Smarter Chats, Upgraded Queues and More: Latest Contact Center Updates Read More »
Multitasking? Listen while you work! Your contact center generates thousands of data points every day: call volumes, wait times, resolution rates, customer satisfaction scores. Contact center performance metrics are not hard to find, but most organizations struggle to turn it into real improvement. Metrics and Key Performance Indicators (KPIs) serve as your roadmap for evaluating
Is your contact center delivering the experience your customers deserve? Good call quality monitoring separates frustrated callers from satisfied customers. Poor call quality directly impacts business: 5 Essential Call Quality Monitoring Best Practices 1. Define Clear Standards for Success The Problem: Without measurable benchmarks, how do you know if your agents are providing consistent service
Call Quality Monitoring Best Practices for Microsoft Teams Read More »
In today’s hybrid workplace, choosing the right communication platform is more critical than ever. The tools you select need to integrate seamlessly with your existing workflows, support collaboration, and provide a cost-effective, scalable solution. RingCentral and Microsoft Teams Phone are two leading options for organizations, but they differ in significant ways. Whether you’re considering switching to a fully integrated
In a rapidly evolving digital landscape, educational institutions face unique communication challenges that demand innovative solutions. From handling seasonal spikes in student inquiries to managing the internal needs of university departments, effective communication tools are essential to ensure smooth operations and a positive student experience. Recently, we sat down with Tom Arbuthnot, an expert in the
