Prathmesh Todakar, Author at Microsoft Dynamics 365 Blog

Photo of a smiling Black woman texting a support agent.

Published October 19, 2022

2 min read

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. Realizing she forgot to add her food preferences, she immediately opened a chat on the airline portal.

A person sitting at a desk in front of a computer using Dynamics 365 Sales

Published May 3, 2022

4 min read

Workstream fallback queues ensure no customer goes unattended

Imagine your eagerly awaited brand-new speakers finally arrive—and they don’t work. The first thing you do is call customer support, expecting a quick response. You hear crickets instead. How likely are you to buy from that company again?

Published October 29, 2021

3 min read

Use analytics and reporting to improve routing of customer service requests

In the world of customer service, unified routing helps you solve the classic supply-and-demand problem as you distribute customer service requests to the best team or agent. To improve this process, you need insight into how it is functioning.

Prathmesh Todakar articles

Queue overflow management keeps customers happy during peak demand

Workstream fallback queues ensure no customer goes unattended

Use analytics and reporting to improve routing of customer service requests

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