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Why Your Call Center is Only Getting Noisier (mckinsey.com)
From a report by research firm McKinsey & Company: Organizations have been investing in all manner of customer-facing technology solutions to replace live calls. Of all operational call-center technologies, digital solutions were ranked as one of the most important over the next five years by four out of five executives. Only agent desktop tools ranked higher. These technologies begin with websites, chat bots, and apps and extend to artificial-intelligence robots that simulate human conversations -- redefining the way organizations interact with customers -- as well as more tried-and-tested functionalities such as improved web, app, or self-service capabilities in interactive voice-response (IVR) systems. And yet, despite this plethora of technology solutions, we see that calls are not going away and instead are catching call-center executives off guard in their efforts to reduce volumes. It's not that a spike in call volumes is necessarily a bad thing. On the contrary, the proliferation of digital tools can awaken previously dormant customers, sparking new inquiries from an engaged customer base. But in many instances, we've also observed that the volumes of unwanted calls exceed what would be expected during a learning period, or remain constant or rise over time, defeating strategic goals and leaving managers bewildered and unable to tie tech investments to improved operational outcomes. Why are so many organizations struggling with reaping the full benefits from these investments? In our experience, the answer often lies in two core areas. First, as companies turn to technology to address call-center volumes, they allow customer experience to take a back seat to digital technology in their operations, creating dissonance in direct customer interaction, where the objective is harmony and efficiency. Second, by counting on technology to solve their call-center issues, executives lose focus on core operations and upset the balance between human interaction and automation in an era of evolved customer service.
Nice try, liar.
Open and use a shared mailbox in Outlook 2016 and Outlook 2013
Applies To: Outlook 2016 Outlook 2013 Office for business Office 365 Admin More...
A shared mailbox can be a practical solution for any business with groups of people working from different locations. With the right permissions, any person in a group can access a shared mailbox that appears in their address book. The shared mailbox is automatically available in the Folder pane in Outlook.
Note: A Microsoft Exchange Server account is required to use this feature. For more information, see What is a Microsoft Exchange Server account?
Only admins can create a shared mailbox and give users permissions to the shared mailbox. If you want to open a shared mailbox using Outlook on the web or Outlook Web App instead of Outlook, see Open and use a shared mailbox in Outlook Web App.
I hate MS plenty, but let's not resort to bullshit.
Directly underneath the opening paragraph which you bitched about is a note stating you need Exchange. After that there's a paragraph explaining that only admins can set them up for use in Outlook. They also have a link to another article for people who are using Outlook on the web or the "web app".
Further down the page is a more complete description. It's basically "If your admin gave you access, it shows up.".