Call overflow management: A gift to callers and agents this holiday season
Ana is excitedly setting up her new smartphone when the screen goes blank.
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Collaborative customer support helps agents resolve issues faster
With most customer support agents now working remotely, the days of getting help from a peer in the next cubicle are over. -
Queue overflow management keeps customers happy during peak demand
As the world started unwinding from the pandemic, Sarah joined thousands of travelers in booking flights for a long-planned vacation. -
Unified admin center replacing Customer Service standalone experiences
In April 2022, we announced the general availability of the Customer Service admin center, which unifies and simplifies administration across the Microsoft Dynamics 365 Customer Service suite. -
Empower self-service by adding knowledge base search to your bots
Customers appreciate the quick access to help that self-service bots provide. -
Use preferred agent routing to create lifelong customer relationships
Organizations are looking for ways to offer hyper-personalized service and foster deeper relationships with their customers. -
Improve CSAT by connecting customers to agents using automatic assignment in unified routing
Automatic assignment of incoming service requests is one of the most powerful capabilities of unified routing, benefiting customers as well as management and agents. -
Knowledge search enhancements improve agent productivity and customer satisfaction
A comprehensive knowledge base that helps customer service reps find answers to the most common issues quickly is the key to improving productivity and increasing customer satisfaction. -
Workstream fallback queues ensure no customer goes unattended
Imagine your eagerly awaited brand-new speakers finally arrive—and they don’t work. -
Use diagnostics to optimize unified routing for your call center
Customer service organizations enjoy an optimized, efficient workload when unified routing is running smoothly; however, if something goes wrong, you’ll want the streamlined problem-solving capability introduced in Dynamics 365 Customer Service. -
Use intelligence to transform routing of service delivery requests
Any call center that uses unified routing is going to notice gains in efficiency. -
Block time off for resources on the schedule board without changing the working hours
I was recently chatting with a dispatcher who expressed that they would like to block time off on the schedule board for resources without needing to interact with the working hours.
