Streamline Customer Support with the Queues App for Microsoft Teams

In today’s fast-paced world, keeping customers happy is critical. But how do you ensure quick responses and efficient resolutions, especially when dealing with a high volume of calls? The answer lies in the new Queues app for Microsoft Teams.

The Queues app transforms call queue management for any team that interacts with customers, even outside traditional call centers. Imagine your IT department seamlessly handling employee support requests, or sales and customer service teams collaborating effortlessly within Teams to resolve customer issues – all without ever leaving the platform.

Boost Efficiency and Collaboration

The Queues app offers a cost-effective solution for businesses of all sizes, streamlining call queue management within Teams.

Here’s how it empowers your team:

Real-time Visibility: Agents get a clear view of incoming calls, allowing them to prioritize and resolve issues efficiently.
Smart Availability: Agents and team leads can easily opt-in or out of queues based on availability, ensuring optimal staffing.
Contextual Support: For incoming calls, agents can view relevant CRM data alongside the call, providing a complete picture for exceptional service.
Seamless Communication: Built-in call controls enable smooth call handling, with features like hold, transfer, and outbound calling on behalf of the queue.
Data-Driven Decisions: Real-time analytics provide insights into wait times, call volume, and abandoned calls, empowering agents to optimize customer care.

Enhanced Customer Experience

The Queues app goes beyond efficiency. It elevates customer experience:

Improved Resolution: Integrated with Copilot in Teams Phone, agents can automatically record notes, highlights, and next steps, preventing delays and ensuring timely solutions.
Empowered Agents: Real-time data helps agents identify when to request support from team leads or switch queues for faster resolution.
Streamlined Handoffs: Leads can offer live guidance through whisper controls, while supervisors can directly assist with “barge and take over” features. Silent coaching ensures ongoing development without interrupting calls.

Simplified Management for Leads

The Queues app empowers team leads with intuitive features:

Effortless Management: Leads can easily assign and manage agents in specific queues based on skills and availability.
Real-time Insights: Data-driven decisions are made easier with access to real-time analytics and historical reports for performance tracking and improvement.
Flexibility and Control: Leads have complete control over call queue configurations and auto attendants, with varying access levels for authorized users.
Reduced Administrative Burden: Most configuration settings can be managed directly within Teams, eliminating the need for IT helpdesk tickets.

The Power of Teams Premium

Take your customer engagement to the next level with Teams Premium. This licensing package unlocks additional intelligent features within the Queues app:

Intelligent Call Recap: Capture key call details and action items with automated summaries, ensuring nothing falls through the cracks.
Live Translations and Captions: Break down language barriers and provide a more inclusive service experience for customers of diverse backgrounds.

Ready to Transform Your Customer Experience?

Start your journey to happier customers with the Queues app for Microsoft Teams. It’s now generally available and included with Teams Premium licensing. Explore Teams Premium today and discover how intelligent features can revolutionize your customer interactions.

Sources: Tech DIY Community, Wikipedia, Undercode Ai & Community, Internet Archive, Techcommunity.microsoft.com
Image Source: Undercode AI DI v2, OpenAI