Here are some little Customer Service bits not worth a blog post of their own: Agents: hopefully you've already read and implemented my ideas for agents. Cases: if your top topic isn't a case...
Category: Customer Service
Presales discovery questions for Microsoft Dynamics Customer Engagement solutions
A list of suggested Presales discovery questions for Dynamics Customer Engagement, or CRM, solutions including Marketing, Sales, Customer Service, Field Service, and Customer Insights.
Real-time translation in Microsoft Dynamics Omnichannel Customer Service
A mildly entertaining way to demo real-time translation in your Microsoft Dynamics Omnichannel Customer Service demo. Conceived by someone who takes their demos very seriously.
In my post entitled The $#!@ Rolls Down Hill demo, I proposed a new demo framework that has probably been used for decades, including by me in the early aughts, but I thought I'd name it in case it...
An agent provocateur (French for "inciting agent") is a person who commits or who acts to entice another person to commit an illegal or rash act or falsely implicate them in...
As a Specialist at Microsoft, I was sending out 100s of cold email and LinkedIn InMails with dismal response rates. I tried changing up the messaging, the channels, the time of day -- you name it....