Landis Contact Center Articles

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

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

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

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