Now you can reach even more customers using the new Apple Messages for Business channel in Microsoft Dynamics 365 Customer Service. Customers can use the familiar Messages app on their Apple devices to connect with your service teams, confident that their conversation is verified and secure. Rich messages help your service team resolve customer issues,…
As technology advances, so do customer expectations. Whether a consumer or a buyer, it no longer matters as the respective lines between customer expectations have blurred, and, at the end of the day, the business-to-business (B2B) buyer is a consumer too. Hyper-personalized, self-driven, seamless interaction across any channel at any time is no longer a…
As a contact center manager, you need to ensure that customers are routed to the right agent while balancing factors like customer satisfaction, tiered SLA commitments, and agent satisfaction and utilization. Automated work assignment in Microsoft Dynamics 365 Customer Service can help. Choose the right assignment method to prioritize agents when multiple agents satisfy a…
Hello Windows Insiders, today we are releasing Windows 11 Insider Preview Build 25252 to the Dev Channel. TL;DR We’re back from the U.S. Thanksgiving holiday break with a new build with a handful of improvements and fixes. We added a few new known issues for some bugs that could impact Insiders – see below. We…
Hello Windows Insiders, today we are releasing Windows 11 Insider Preview Build 22621.1020 and Build 22623.1020 (KB5020035) to the Beta Channel. Build 22623.1020= New features rolling out. Build 22621.1020 = New features off by default. REMINDER: Insiders who were previously on Build 22622 will automatically get moved to Build 22623 via an enablement package. The enablement…
With most customer support agents now working remotely, the days of getting help from a peer in the next cubicle are over. Working in isolation, agents are frustrated, issues take longer to resolve, and customers aren’t happy. But while agents are isolated, resolving a customer issue often requires input from multiple departments across the company.…
Detours in the Warehouse Management mobile app in Dynamics 365 Supply Chain Management allow a worker to temporarily jump into another flow and come back to exactly where they were to continue the interrupted process. We have enhanced the detour feature to enable the system to fetch data related to the current task automatically, and…
Ana is excitedly setting up her new smartphone when the screen goes blank. In dismay, she calls customer service. The estimated wait time is more than 30 minutes. All the agents are busy handling the holiday spike in call volume. She decides to stay on the line, but after five minutes, her call drops. Understandably,…
To run a digital contact center effectively, supervisors need up-to-the-minute insights on all the activity between agents and customers. With new enhancements to Microsoft Dynamics 365 Customer Service, it’s easier than ever to find and customize the historical analytics you need to identify key areas for improvement. Last month, we released four new features that…
The fifth annual Block Friday Sale is now underway on Minecraft Marketplace. Through Nov. 28 you can enjoy savings of up to 75% off select content and claim a free Quackers skin pack featuring seven duck skins. In addition to price reductions across a range of content, you’ll also find three new doorbusters each day.…