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Zoom is getting into the customer service business
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Zoom has announced an expansion into customer service with a new expansion on its Zoom Video Engagement Center offering. 

Perhaps unsurprisingly, Zoom Contact Center is still built around video conferencing calls, letting companies quickly interact with customers but it's not limited to it. 

The goal is to streamline everything that goes into customer service into one tool, easily accessible and usable by operators and mangers alike, with customers able to integrate Contact Center directly into their current workflows. 

Zoom Contact Center

At launch, Contact Center will have over 100 features for every involved, including agents, supervisors, and administrators. Zoom is also planning a bevvy of future updates, including deeper support for CRM tools. 

Zoom Contact Center is launching in the US and Canada first with unspecified international markets to follow later in 2022. 

“Previously, contact center infrastructure was complex to deploy, expensive to operate, and time-intensive to upgrade. Zoom Contact Center was carefully designed to meet the needs of the modern agent and end customer, both of which expect a personalized, digital, and effective contact center experience,” said Zoom's Oded Gal.

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Zoom was a clear winner from the pandemic, which forced workforces across the globe into working from home. 

The company's stock started 2020 at around $ 73 before reaching a record high of $ 559 on October 12. Now, Zoom trades at around $ 126, far below its record high, as people return to offices. 

Zoom has also been under intense pressure from Microsoft, which moved quickly to expand Teams to companies across the globe, many (or maybe all) of which have a pre-existing relationship with Microsoft. 

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OneDrive update offers a peek into Microsoft’s master plan
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Microsoft is preparing an update for OneDrive that will embed the cloud storage service more deeply into its ecosystem of productivity and collaboration apps.

According to a new entry in the company’s product roadmap, Microsoft 365 users will soon benefit from a new synergy between OneDrive and Teams.

“In OneDrive, we are adding a ‘Your Teams’ section to the ‘More Places’ page to allow you to easily find and work with your files in Teams,” Microsoft explained.

The new feature is still under development for now, but is scheduled to roll out to all relevant customers in April.

Microsoft Teams, meet OneDrive

Although Microsoft remains the dominant brand in the office software space, Google stole the march when it came to bringing productivity tools into the cloud. In addition to the flexibility this afforded customers, the move also gave Google more freedom to build interactions between its apps.

While Microsoft has long offered web-based versions of its famous software, the company is now focusing more closely on tightening up the relationship between each of its services, extending all the way out to the Windows OS on which most business computers run.

The idea is to use this heightened level of interoperability to make it as inconvenient as possible to break away from the Microsoft ecosystem, even if a company or individual has adopted just a small selection of services.

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The upcoming Microsoft 365 update is a reflection of this strategy, improving the fluidity with which users can utilize the file-sharing and management functionalities available with both OneDrive and Teams.

Other recent examples include the integration of Microsoft Teams and LinkedIn, the professional social network owned by Microsoft, and trade-in initiative designed to increase the volume of Microsoft hardware in office meeting rooms.

In addition to improving the interoperability of its apps, Microsoft is also working to ensure it is able to reach as wide an audience as possible. For example, the company recently announced a host of features aimed at frontline workers, a previously underserved demographic, as well as new accessibility functionality.

Although the latest Microsoft 365 announcement will have a comparatively small effect on the overall user experience, it’s one piece of a much larger puzzle Microsoft is attempting to assemble.

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Meta is building WhatsApp into its workplace collaboration platform
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Meta (née Facebook) has announced it will soon integrate messaging service WhatsApp into its collaboration platform, Workplace from Meta.

The company says the integration is designed to make it easier for companies to reach their employees, especially frontline workers whose jobs involve dealing with customers out in the field. 

The new feature is designed to allow organizations to deliver important messages to their staff directly over WhatsApp, thereby avoiding delays inherent to services like email that are checked less frequently by frontline workers.

The WhatsApp integration will supposedly roll out at some point in 2022, but Meta has not offered a specific launch date (the company is calling this a “pre-announcement”).

WhatsApp comes to Workplace from Meta

The new WhatsApp integration was informed at least in part by research conducted by Workplace from Meta, which shows that many frontline workers are dissatisfied by the level of communication they receive from their organization.

Based on a survey of 7,000 frontline workers and 1,300 executives, the report states that only 54% feel connected to their company headquarters, while a similar proportion complain that in-office employees receive better perks and benefits.

As a result, roughly half (47%) of frontline workers say they are planning to find a new role this year, and an even larger percentage (49%) will attempt to move out of the frontline workforce entirely.

A similar report from Microsoft recently came to the same conclusion. The company found that frontline workers are too often overlooked when it comes to software deployment, with more than half saying they did not feel valued by their employer.

According to Meta, the new WhatsApp integration will help frontline workers establish a tighter relationship with their leadership team, which should in turn reduce the staff turnover rate and boost productivity.

“We’re at a critical juncture of the employer-frontline relationship and the Great Frontline Resignation is a very real threat,” said Christine Trodella, Global Director at Workplace from Meta.

“While it’s clear from this year’s report that business leaders recognize the fundamental role frontline workers play, actions speak louder than words. Now is the time for leadership to listen, learn and more importantly, take action to build a workforce that is inclusive of the workers who brought them through the pandemic.”

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The best Christmas Zoom backgrounds to help you get into the festive spirit
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Many holiday celebrations will take place over video conference again this year, which means plenty of people will be on the hunt for an excellent Christmas Zoom background.

Whether you're attending a virtual office party, present exchange or Christmas dinner, a festive background will only add to proceedings.

To help make your virtual festivities feel a little more like the real deal, we’ve compiled a selection of Christmas Zoom backgrounds that are bound to get you in the holiday spirit.

How to use Zoom backgrounds

Before picking out a Christmas Zoom background, you’ll need to know how to configure custom backgrounds on the platform. Thankfully, the process is really simple.

First, ensure the Zoom backgrounds feature is enabled in your account settings. You can do this by accessing your account page via your web browser, navigating to Settings in the left-hand bar, clicking on In Meeting (Advanced) and toggling Virtual Backgrounds to on (the slider will turn blue once the feature has been activated).

To configure your Zoom background, log into the desktop application and click on the settings icon in the top right corner. Under the Virtual Background tab, you can choose from stock options, or upload an image or video via the + icon below the video feed.

Whichever background you select in the settings panel will automatically be applied when you next log into a video conference.

For the best results, it’s important to ensure the video is bright and evenly lit. Your Christmas Zoom backgrounds won’t perform quite as well in partial darkness or glaring light, which can both result in unwelcome distortion.

Using a green screen backdrop is ideal, but impractical for many, and a plain background of any colour works perfectly well so long as your clothing isn’t the same color.

Christmas Zoom backgrounds

Thanks to a few generous elves, you're not short of options when it comes to selecting a Christmas Zoom background for your next video call.

Here’s a rundown of a few different selections you could choose from.

Zoom
On the Zoom website, you can find a curated list of virtual backgrounds of all varieties. Under the Seasonal section, you’ll find a range of suitably festive options.

Zoom

(Image credit: Zoom)

Hallmark
You’d bet your house on greetings card company Hallmark producing a fine selection of holiday-themed Zoom backgrounds – and the company has duly delivered.

Hallmark

(Image credit: Hallmark)

Unsplash
Image library Unsplash has a wide selection of wintery Zoom background options for you to choose from. You’re bound to find an option that suits you.

Unsplash

(Image credit: Unsplash / Annie Spratt)

Cookie Monster
Everyone’s favorite Sesame Street resident is also getting in on the act. This snap of Cookie Monster doing what he does best makes for an excellent Zoom background.

Cookie Monster

(Image credit: Sesame Workshop)

Christmas HQ
We can safely assume that the experts at Christmas HQ know plenty about cultivating holiday spirit. This classy selection of backgrounds is attractive, but not obnoxious.

Christmas HQ

(Image credit: Christmas HQ)

Frozen – The Musical
The Broadway rendition of hit movie Frozen has offered up a selection of icy Zoom backgrounds for “those of use working from our kingdoms of isolation”. That might not sound very Christmassy, but the backgrounds are rather striking all the same.

Frozen - The Musical

(Image credit: Frozen – The Musical)

Walt Disney World
Disney World has to be up there with one of the most festive places on earth, as demonstrated by this selection of Christmas Zoom backgrounds from WDW Magazine.

Walt Disney World

(Image credit: Walt Disney World)

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