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Omni-channel vs Multi-channel. Is there a difference?
Omni-channel vs Mutli-channel. Is there a difference? The words multi-channel and omni-channel are often used interchangeably by experts and consultants alike, but is there a difference? We believe there is. Multi-channel refers to the fact that organisations...
Better service from a bot? How A.I. is remaking customer service
Better service from a bot? How A.I. is remaking customer service For years, the human touch was considered the cornerstone of great customer service. Friendliness, a helpful attitude – it’s easy to imagine. But can machines augment this and help make customers even...
4 Ways a CRM Solution Helps You Close Customer Service Cases Faster
4 Ways a CRM Solution Helps You Close Customer Service Cases Faster Customer service - the term calls to mind rows and rows of headset-wearing agents working through hundreds and hundreds of queries and, yes, complaints. They’re an operations director’s bugbear –...
Smart Talk: How artificial intelligence is reinventing customer service
Smart Talk: How artificial intelligence is reinventing customer service Today’s customers have high expectations. Hyerpersonalisation. Instant responses to queries. Omnichannel access. Intuitive interfaces. Immersive experiences. The companies that get it right reap...
Privacy and Protection: GDPR – what you need to know
Privacy and Protection – What you need to know about the GDPR Does your company deal with data from individuals or companies in the European Union (EU)? If so, read on. Data is everywhere – and at the heart of almost every business. Yet recent data breaches have meant...
Navy SEALs. Combat Leadership. And The Ongoing Campaign For Your Customer’s Heart.
Navy SEALs. Combat Leadership. And The Ongoing Campaign For Your Customers Heart. If you heard Navy SEALs on 947 Breakfast Xpress, 702 Money, or Cliff Central in the past few weeks, you'll know that Jocko Willink and Leif Babin were in South Africa to talk about...
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Watch this video to learn how machine learning and advanced analytics enable personalized and contextual customer service experiences.
Learn how artificial intelligence can help you understand sentiment and intent, automate routing to an agent, and respond with the speed and agility your customers expect.