Introducing the Queues app: Enabling customer engagement in Microsoft Teams | Microsoft Community Hub
Disconnected tools can slow service and frustrate customers. The new Queues app in Microsoft Teams addresses this by routing and organizing incoming chats, helping teams respond faster and more effectively. Read the blog to see how the app enables better customer experiences and improves internal workflows. For tailored implementation guidance, contact 3rd JC Enterprises, LLC today.
The Queues app is a Teams-native solution designed to help organizations manage customer engagements efficiently, starting with calls. It allows team members to make and receive customer calls directly within Teams, providing tailored experiences for users and leads. The app offers real-time statistics on call queue performance and enables members to opt-in or out of call queues based on their availability and business needs.
How does the Queues app enhance customer engagement?
The Queues app enhances customer engagement by facilitating collaborative call handling among team members. It allows users to quickly access relevant customer profile information from their CRM tools during calls, improving context and efficiency. Additionally, it provides essential call controls, such as call transfer, to expedite the process of reaching out for expert advice or handling escalations.
Who can manage call queues with the Queues app?
With the Queues app, authorized users, specifically leads, can manage their team, call queues, and auto attendants based on business needs. They have access to a comprehensive analytics dashboard for real-time and historical reporting, enabling faster decision-making and improvements in customer operations. This democratizes the management of call queues, which was previously limited to Teams administrators.
Introducing the Queues app: Enabling customer engagement in Microsoft Teams | Microsoft Community Hub
published by 3rd JC Enterprises, LLC
3rd JC Enterprises is a Full-Service Minority-Owned Multimedia Design agency headquartered in Jacksonville, Florida.
Our organization produces creative, compelling, and consistent marketing and multimedia Communication Solutions for individuals, businesses, and federal or state government, nationally and internationally.
3rdJC is a Certified Minority Vendor for the State of Florida through the Office of Supplier Diversity, a Registered IBM Partner, a Local Small Business Enterprise (LSBE-/Micro-LSBE); Disadvantaged Business Enterprise (DBE) both Certified locally through the Jacksonville Transportation Authority; as well a Certified Black Owned business through the US Black Chambers Inc.
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