Mike Love, CTO at LabourNet, is joined by Janet Souter-Dantu, Co-founder at ScopServ Integrated Services (Pty) Ltd, and Vanesia Raborethe, Head of Sales at ScopServ Integrated Services (Pty) Ltd, to discuss LabourNet's move to a Microsoft Teams-based contact centre with Landis.
LabourNet, established in 1996, is a large labour law consulting firm with a national footprint in South Africa.
• Why LabourNet standardised on Microsoft Teams as a single communications platform to support time-critical, high-importance client interactions
• How Landis Contact Centre queues, presence-based routing, and reporting improved visibility and support availability-based call distribution across a geographically dispersed workforce
• Lessons learned on adoption, process change, and why senior leaders tested the customer experience daily to drive improvements
• What's next, including better use of contact centre data and a cautious, data-first approach to AI augmentation for agents
Thanks to Landis, this episode's sponsor, for their continued support of Empowering.Cloud
