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 Cutec 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 Cutec
Cutec is an IT support, Solutions and Unified communications provider for any small to medium size businesses located in the South West and further afield. Based in Plymouth, Devon we have over 20 years experience and we offer a range of packages to fit any size business or budget.
We understand that not one size fits all and each business has unique set of IT requirements, that's why Cutec offers a tailored approach to the services we offer. We offer anything from a complete fully managed IT services solution to a standalone machine for a sole trader business.
We can provide all your IT and Communication requirements (Support, Broadband, Email, Hosting and Communications) on one simple monthly invoice, saving you money and hassle. One provider, one account, one contact for support from a local friendly team.
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