Tips and guides

Discover practical tips and expert advice tailored for IT professionals. Enhance customer service, streamline supply chain management, and drive efficiency with actionable strategies. Stay updated with the latest best practices for IT professionals and transform your business operations.

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Tips and guides

February 25

2 min read

Reimagining Secure Customer Interactions with Secure Consult & Transfer

Across industries such as financial services, healthcare, and public sector, organizations must enable customers to complete high‑trust actions (like payments or identity verification) without exposing sensitive information to agents or core contact center systems.
Tips and guides

February 4

4 min read

Evaluating AI Agents in Contact Centers: Introducing the Multi-modal Agents Score

Introducing the Multimodal Agent Score (MAS)—a unified, absolute measure of end‑to‑end conversational quality designed for AI agents operating across modalities.
Tips and guides

February 4

4 min read

The Key Facets of AI Evaluation in the Contact Center

Organizations must think about when, how, by whom, and on what data AI systems are evaluated.
Tips and guides

February 4

10 min read

Measuring What Matters: Redefining Excellence for AI Agents in the Contact Center

The contact center industry is at an inflection point.
Tips and guides

December 11, 2025

13 min read

Sales Qualification Agent: How we evaluated and improved AI quality with benchmarks

Sales Qualification Agent (SQA) is not a simple productivity tool—it is a complex multi-step agent directly influencing revenue outcomes.
Tips and guides

November 25, 2025

3 min read

Elevate service automation with timeout rules for automatic actions

As organizations continue to scale out digital customer service, the need for reliable automation grows.
Tips and guides

November 24, 2025

2 min read

Enhance productivity with Copilot-recommended email templates

In today’s fast-paced digital landscape, customer service teams need speed and consistency to meet rising expectations.
Tips and guides

November 12, 2025

5 min read

Building trust and consistency: The evaluation framework behind QEA

In our recent blog, we introduced how the Quality Evaluation Agent elevates support excellence by bringing automation, consistency, and intelligence to quality assessments.
Tips and guides

November 6, 2025

2 min read

Use custom multisession apps in Copilot Service workspace

Customer service organizations need tailored, high-productivity employee experiences in order to grow and scale.
Tips and guides

October 30, 2025

3 min read

Elevate support excellence with Quality Evaluation Agent

As customer support organizations scale, maintaining consistent service quality becomes a challenge.
Tips and guides

October 27, 2025

2 min read

Use session restore for seamless continuity in Customer Service

As customer service representatives juggle multiple cases, tabs, and applications throughout their day, interruptions—whether from browser crashes, accidental closures, or system reboots—can be costly.
Tips and guides

October 21, 2025

14 min read

Sales Research Agent & Sales Research Bench

This post introduces the architecture and evaluation methodology and results behind Microsoft’s Sales Research Agent.

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