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+44 (0)20 3866 1750 Reduce background noise in Microsoft Teams meetings with AI-based noise suppression Whether it be multiple meetings occurring in a small space, children playing loudly nearby, or construction noise outside of your home office, unwanted background noise can be really distracting in online meetings....

+44 (0)20 3866 1750 Right channel, right time In an omni-channel contact centre world, you can’t leave customers to fend for themselves. For their sake and yours, you should nudge customers towards the channel that will solve their problems fastest. But where and when to nudge? Colonial Delhi...

+44 (0)20 3866 1750 Microsoft Teams Call Recording and Call Reporting https://www.youtube.com/watch?v=QW7CLg50TkMAs a part of our weekly vlogs, we had lots of requests from our customers asking about call recoding and call reporting options from a compliance perspective if you turn Microsoft Teams into your phone system....

+44 (0)20 3866 1750 Self Service and How to Get It Right The question isn’t whether self-service can improve customer experience (it can). Nor is it whether it’s viable for a company of your size (it is). The question is how to get it right. Here are...

+44 (0)20 3866 1750 How to bring voice into Microsoft Teams https://www.youtube.com/watch?v=JB6X28rj0WcAs a part of our weekly vlogs, we had lots of requests from our customers asking about what's needed to turn Microsoft Teams into your phone system. We listened to your feedback. In this video, our...

+44 (0)20 3866 1750 Optichannel: the future of the contact centre? First there was multichannel. Then came omnichannel. Now, businesses are realising the best results come when you offer the right contact option at the right time. It’s all about optichannel… In 2010, the Harvard Business Review published...

+44 (0)20 3866 1750 The office is dead. Long live the office. How do business planners combine remote and office working into a cohesive strategy? Here are five ideas to harness flexibility for the sake of productivity. The daffodils are out and lockdown is lifting. After a...

+44 (0)20 3866 1750 Long live the (First Call) resolution Are your average call handling times going up? If so, congratulations. This could be great news. Seriously! Let’s explain. Historically, customer service experts have held up low average call handling (ACH) as the best indicator of an effective call...

+44 (0)20 3866 1750 Breakout Rooms in Microsoft Teams One of the most anticipated features in Microsoft Teams was finally launched in December: Breakout Rooms. Breakout Rooms was one of the highest-voted feature requests ever for Microsoft Teams. Microsoft pays close attention to this site when determining which...

+44 (0)20 3866 1750 Workplace Trends We'll See in 2021 Did you know that, according to the BBC, over half of the world’s workforce is now currently working remotely, in large part due to the current COVID-19 Pandemic? This has effects not only now, but will also...