Building a Cognitive Customer Service Bot

If there is something being talked about with more passion and frequency than “customer 360” or “internet of things” it is certainly “bots.” Bots are taking shape to play a significant role in our lives and have a vital role to play in customer service interactions. In the past, bots or virtual assistants were considered little…

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Customer Service Collaboration and Swarming

Many Customer Service teams struggle to find the most effective way to use their top skilled and knowledgeable resources. Traditionally, Support teams have implemented a tiered approach for problem resolution, allowing a case to be routed and reassigned to individuals or queues with the appropriate level of expertise. Leveraging skills-based routing and escalation workflows, Microsoft…

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Bringing Gamification to Customer Service

USDSS
USDSS

Solutions like Microsoft’s FantasySalesTeam are driving measurable results, positive behavior change, enthusiasm and teamwork to sales teams and companies around the world. Leveraging both individual and team based games, FantasySalesTeam helps keep reps motivated, challenged and engaged. This impactful gamification should not be limited to sales teams and in this post we will be discussing how customer service organizations can leverage…

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Extending the Unified Service Desk: Co-Browse

Finished2
Finished2

One of the most powerful and differentiating aspects of Microsoft Dynamic’s Unified Service Desk is the ability to interact with Third Party tool-sets and applications that empower your agents to serve customers across diverse channels and interaction points. In this post, we will be exploring how you can apply the concepts of Hosted Controls, Action Calls,…

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A New Blog for the Customer Obsessed

Greetings and welcome to my blog. My name is Kate Michel and I am a Microsoft Certified CRM Specialist focusing on Call Centers, Customer Care and Engagement in the Enterprise space. In my current role at Microsoft I have the opportunity to match customer problems with technology solutions and I am passionate about finding the right…

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