Customer Service Collaboration and Swarming

Many Customer Service teams struggle to find the most effective way to use their top skilled and knowledgeable resources. Traditionally, Support teams have implemented a tiered approach for problem resolution, allowing a case to be routed and reassigned to individuals or queues with the appropriate level of expertise. Leveraging skills-based routing and escalation workflows, Microsoft…

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Bringing Gamification to Customer Service

Solutions like Microsoft’s FantasySalesTeam are driving measurable results, positive behavior change, enthusiasm and teamwork to sales teams and companies around the world. Leveraging both individual and team based games, FantasySalesTeam helps keep reps motivated, challenged and engaged. This impactful gamification should not be limited to sales teams and in this post we will be discussing how customer service organizations can leverage…

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