This article is contributed. See the original author and article here.
The release of Dynamics 365 Customer Service wave 1 2024 in April introduces several compelling features available for early access. This blog post discusses how to enable the agent call quality survey so agents can provide feedback on improvements.
This functionality enables contact center managers (or their IT counterparts) to swiftly identify and respond to any issues impacting the agent experience that might go unnoticed by conventional service metrics. By promptly addressing potential pain points, you can enhance call quality, strengthen customer satisfaction, and improve overall business performance. This eliminates the necessity of implementing agent satisfaction CSAT through custom development.
Get early access features
To try the call quality survey feature, you must opt in to get early access updates in your environment.
Enable the call quality survey
Once you opt in to early access, you can locate these settings in the Customer Service admin center. Go to Search admin settings and enter the keyword “Survey”. Look for the Workspaces section on the sitemap to access these settings. Alternatively, you can access these settings directly within the Agent Experience under the Workspaces section on the sitemap.
Select Agent call quality survey (preview) and you’ll gain access to the settings provided for this feature, such as the option to opt-in or opt-out, the frequency of survey display expressed as the number of calls before it appears, and the duration for which the survey remains active.
The administrator can set up a general opt-in for the agent survey and determine how frequently the survey appears per a certain number of calls. Additionally, if there’s a need to monitor agent experience for a specific duration, such as after significant changes in voice or telephony settings, the administrator can specify the survey duration with start and end dates.
Another option to access the agent survey configuration is also provided through the Voice workstream configuration settings pane.
Now, let’s explore the agent experience with this functionality. Following each call, the agent receives a prompt to rate the overall quality of the call. If the agent response is less than 5 stars, the agent sees a new survey page with more detailed depth-in questions.
Following the submission of the survey form, the agent will have the opportunity to view the acknowledgment of their registered feedback and close the survey form.
Query call quality survey results
Once the agent’s feedback is saved (stored in Azure logs analytics), you can utilize statistics by querying the aggregated data in Azure. Before querying, make sure to enable the Call Survey Logs option in Diagnostics.
Then Administrator can go to “Logs” -> “Queries” and choose Call survey query to execute.
You can delve deeper into the answered questions regarding call quality and respond to any issues more quickly.
In conclusion, the call quality survey provides an easy way for agents to provide feedback. These surveys serve as invaluable tools for gathering immediate feedback from customers regarding their interaction experiences. By analyzing the results of these surveys, agents can identify areas for improvement and ultimately elevate customer satisfaction levels. Moreover, the data collected from these surveys can inform training programs and strategic decision-making within the organization, leading to continuous improvement in service delivery. Ultimately, prioritizing end-of-call quality surveys empowers agents to deliver exceptional customer service, fosters a culture of continuous improvement, and strengthens overall customer relationships.
This article is contributed. See the original author and article here.
The release of Dynamics 365 Customer Service wave 1 2024 in April introduces several compelling features available for early access. This blog post discusses how to enable the agent call quality survey so agents can provide feedback on improvements.
This functionality enables contact center managers (or their IT counterparts) to swiftly identify and respond to any issues impacting the agent experience that might go unnoticed by conventional service metrics. By promptly addressing potential pain points, you can enhance call quality, strengthen customer satisfaction, and improve overall business performance. This eliminates the necessity of implementing agent satisfaction CSAT through custom development.
Get early access features
To try the call quality survey feature, you must opt in to get early access updates in your environment.
Enable the call quality survey
Once you opt in to early access, you can locate these settings in the Customer Service admin center. Go to Search admin settings and enter the keyword “Survey”. Look for the Workspaces section on the sitemap to access these settings. Alternatively, you can access these settings directly within the Agent Experience under the Workspaces section on the sitemap.
Select Agent call quality survey (preview) and you’ll gain access to the settings provided for this feature, such as the option to opt-in or opt-out, the frequency of survey display expressed as the number of calls before it appears, and the duration for which the survey remains active.
The administrator can set up a general opt-in for the agent survey and determine how frequently the survey appears per a certain number of calls. Additionally, if there’s a need to monitor agent experience for a specific duration, such as after significant changes in voice or telephony settings, the administrator can specify the survey duration with start and end dates.
Another option to access the agent survey configuration is also provided through the Voice workstream configuration settings pane.
Now, let’s explore the agent experience with this functionality. Following each call, the agent receives a prompt to rate the overall quality of the call. If the agent response is less than 5 stars, the agent sees a new survey page with more detailed depth-in questions.
Following the submission of the survey form, the agent will have the opportunity to view the acknowledgment of their registered feedback and close the survey form.
Query call quality survey results
Once the agent’s feedback is saved (stored in Azure logs analytics), you can utilize statistics by querying the aggregated data in Azure. Before querying, make sure to enable the Call Survey Logs option in Diagnostics.
Then Administrator can go to “Logs” -> “Queries” and choose Call survey query to execute.
You can delve deeper into the answered questions regarding call quality and respond to any issues more quickly.
In conclusion, the call quality survey provides an easy way for agents to provide feedback. These surveys serve as invaluable tools for gathering immediate feedback from customers regarding their interaction experiences. By analyzing the results of these surveys, agents can identify areas for improvement and ultimately elevate customer satisfaction levels. Moreover, the data collected from these surveys can inform training programs and strategic decision-making within the organization, leading to continuous improvement in service delivery. Ultimately, prioritizing end-of-call quality surveys empowers agents to deliver exceptional customer service, fosters a culture of continuous improvement, and strengthens overall customer relationships.
This article is contributed. See the original author and article here.
In this era of rapid technological advancement, our industrial landscape is undergoing a significant transformation that affects many processes and people—from the way operational technology (OT) production data is leveraged to how frontline workers perform their jobs. While 2.7 billion skilled individuals keep manufacturing operations going, their attrition and retirement rates are on the rise. This heightened turnover is contributing to an ever-widening skills gap, pressuring organizations to look beyond traditional working and skilling to extend capabilities and ensure growth.
Microsoft developed Dynamics 365 Guides to address these challenges. The integration of Microsoft Copilot into Guides brings generative AI to this mixed reality solution. Copilot in Dynamics 365 Guides transforms frontline operations, putting AI in the flow of work, giving skilled and knowledge workers access to relevant information where and when they need it. This powerful combination—mixed reality together with AI—provides insight and context, allowing workers to focus on what truly matters.
Generative AI represents an enormous opportunity for manufacturers
With 63% of workers struggling to complete the repetitive tasks that take them away from more meaningful work, many are looking eagerly to technology for assistance. Generative AI addresses these realities by equipping skilled assembly, service, and knowledge workers with the information necessary to keep manufacturing moving. Integrating Copilot into Guides furthers Microsoft’s commitment to this underserved group within enterprises. Workers are using Copilot in Dynamics 365 Field Service to complete repair and service work orders faster, boosting overall productivity. Copilot is already creating efficiencies for organizations worldwide, though still in private preview, we’re excited to see how Guides unlocks frontline operations and use cases.
Copilot makes information and insight readily available. Generative AI enables Guides to put these details in context against neighboring machine components and functions, enabling technicians to repair and service faster. Copilot removes the guesswork or need to carry around those dusty old manuals. Users can ask questions using their natural language and simple gestures. Copilot summarizes relevant information to provide timely virtual guidance overlaid on top of their environment.
Manufacturers will see this innovation firsthand at Hannover Messe 2024. Partnering with Volvo Penta and BMW Group, Microsoft will illustrate generative AI’s potential on service and manufacturing frontlines. Read what we have planned at Hannover with Volvo and BMW, and what other private preview customers are doing with Copilot.
Volvo Penta is focused on transforming training in the field
Volvo Penta, a global leader in sustainable power solutions, is always looking for ways to utilize new technology to increase efficiency and accuracy and has recently been utilizing augmented reality (AR) capabilities that enhance worker training and productivity. As an early adopter of Guides and Microsoft HoloLens 2, Volvo Penta was eager to participate in the private preview for Copilot in Dynamics 365 Guides. For Volvo Penta, Copilot is another technology with the potential to unlock further value for their stakeholders.
Volvo Penta is part of a conceptual innovation exploration, to evaluate how Copilot can help optimize the training of entry-level technicians by enhancing self-guided instruction. As Volvo Penta’s Director of Diagnostics put it, “Copilot makes it feel as though a trainer is always on hand to answer questions in the context of your workflow.” Locating 10 to 15 sensors used to take new technicians an hour or more, and now it only takes five minutes. This time savings has the potential to significantly increase productivity and learning retention, helping Volvo Penta, its customers, and dealers, accomplish more. The company continues to innovate with AI and mixed reality solutions to modernize service and streamline frontline operations.
At Hannover Messe 2024, the company is showcasing how Copilot could serve their customers to improve uptime and productivity. In the demo scenario, Volvo Penta envisions its ferry captains using Copilot to address a filter issue prior to departure. Left without a service technician onboard, the captain troubleshoots replacing the filter, using Copilot and HoloLens 2 to do so with step-by-step guidance.
Volvo Penta
See how Volvo Penta streamlines frontline operations with Copilot in Dynamics 365 Guides
BMW Group is pushing the boundaries of vehicle design and development
BMW Group is improving its product lifecycle, incorporating generative AI, human-machine interactions, and software-hardware integrations for better predictability, optimization, and vehicle innovation. As a global HoloLens 2 customer, BMW Group has spent the last couple years developing its own immersive experiences and metaverse using mixed reality. Now participating in the private preview for Copilot in Dynamics 365 Guides, they are exploring how the combination of mixed reality and generative AI, together, can push the boundaries of innovation.
In private preview, BMW Group’s Digitization and virtual reality (VR) Team within research and development (R&D) is the first to evaluate Copilot’s potential on design and development. With Copilot, product designers and engineers are simulating how the use of different materials and components impact vehicle design and their environmental footprint. The insights gained through this approach will help BMW Group optimize engineering and production processes. The organization believes generative AI will also benefit its Aftersales frontline workers, providing them access to expert knowledge and guidance, whenever and where it is needed.
This joint collaboration will ultimately enable BMW Group to spark innovation and target the use cases that drive its own digital transformation forward.
Chevron is exploring the potential impact on frontline operations
AI, automation, and mixed reality solutions are poised to reshape industries everywhere. Within energy, a focus on safety and the desire to accelerate skilling has Chevron looking to advance the capabilities of its frontline workers for the future. Copilot in Dynamics 365 Guides offers Chevron the opportunity to optimize these operations, empower its workers, and infuse informed decisions throughout its value chain. AI and mixed reality, together enables Chevron to define energy in human terms.
Through the private preview for Copilot in Dynamics 365 Guides, Chevron is exploring new use cases at its El Segundo Refinery that could unlock further enhancements in worker skilling and safety.
Get started with Copilot in Dynamics 365 Guides
Interested customers can get started by deploying Dynamics 365 Guides and Dynamics 365 Remote Assist on either HoloLens 2 or mobile devices as the first step. If you want to see how AI can transform your workforce, learn how you can start implementing Microsoft Copilot today.
The introduction of the Automatic re-waving of shipment lines failed to be allocated is solving issue where failed lines needed to be handled manually in the “Maintain shipments” form. This feature empowers warehouse managers to schedule checks for incomplete shipments to be re-waved and completed. In the past, this would have been a manual task for a warehouse manager to manage, actively going through a list of incomplete shipment lines and manually reprocessing them for the shipments to be completed. This process was time-consuming every time an exception happened, and lines did not manage to allocate inventory. A scenario where this could occur would be if inventory levels in a specific picking location were not available. If that was the case, the system would previously add that failed shipment to a list of incomplete shipments, which a warehouse manager would then have to manually manage.
With the Auto Add to Shipments feature, failed shipment lines will be automatically re-added to a new wave, ending the need for manual exception handling. Warehouse administrators have the flexibility to configure this as a batch job. This type of exception management allows our outbound processes to continue even when unforeseen accidents or events occur, without need for hours of manual labor spent on reprocessing the failed waves.
Image: Warehouse Manager reviewing inventory
In this image, we get a screenshot of the Auto add shipments to wave menu, where the user can do a variety of things, but most importantly we can set up the recurrence for how often we want our failed shipments to be re-run.
Left image: Auto add shipments to wave menu. Right image: Define Auto add shipments to wave Recurrence menu.
As we can see on the Auto add shipments to wave menu, there is a field named WHS rewave counter and has a default setting of 5. This means that we will only be able to re-wave our shipments a maximum of 5 times. If there is a scenario where we would like this shipment to be re-waved even after the fifth attempt, users can add a shipment ID manually through this page, which enables these previously failed shipment lines for another five re-wave attempts.
We can see on the image below that in the form “WHSWaveProcessingRemovedShipment” that one shipment line has failed, and we receive an error message that gives us a hint on why this happened. As we can see, the Shipment status is still “open”, which means the shipment will not be removed from the table. In the WHS rewave counter column there is a 0, which tells us we have not yet tried to re-run that shipment. In the Wave ID field, we can also see the Wave that was affected.
Image: Wave processing removed shipment line form in FnO.
In the image below, we get a snapshot of what the set up for the removal of re-waved shipment lines from the earlier mentioned form looks like. On this screen, users can set up when and how often the re-waving cleanup job should run.
The cleanup job was introduced to this feature to avoid failed shipment lines being stuck in the “WHSWaveProcessingRemovedShipmentCleanup” form if they could not be re-waved. Users do not have to set up a cleanup job for the Auto add to shipments feature, however, that means that the staging form will hold lots of shipment lines that have not been re-waved successfully after the maximum number of attempts. The cleanup job will remove lines from the form either via the Cleanup wave threshold field or the Last update older than given number field. This allows users to choose whether they want to remove that line from the form either through a re-wave threshold or after a certain number of days have passed.
In the Cleanup rewave threshold field, users can select how many times they want their shipment lines to be re-waved before they are removed from the ‘WHSWaveProcessingRemovedShipment‘ form. That means, even as we have the default setting of five attempted re-waves, the cleanup job can remove shipments from the ‘WHSWaveProcessingRemovedShipment’ form earlier than after 5 attempts, by selecting a number lower than 5. This can be useful if you would only like failed shipment lines to be re-waved a maximum of let’s say 3 times, before they are removed from the ‘WHSWaveProcessingRemovedShipment‘ form.
In the Last update older than given number field, users can select to remove failed shipment lines based on this criterion as well. Setting this to 30 means cleanup job will run and remove all failed shipment lines with the last update being older than the given number. This means, if we select 30 as our number, if we have a shipment line that was last updated 31 days ago, when the cleanup job runs, that line will be removed from the ‘WHSWaveProcessingRemovedShipment‘ form.
Areas of use:
Conceptually, this feature is suited for all kinds of industries, and can aid your outbound processes in more ways, but primarily focuses on scenarios that require exception management related to failed allocation of inventory from a picking zone. This mainly occurs when we allow inventory reservations for e.g., sales orders that are not stored in a picking location or your inventory due that inbound receiving and put-away has not been completed yet, or that production facility has reported inventory after production has been completed but not yet conducted finished goods put-away.
By enabling the re-waving feature for Dynamics 365 Warehouse Management, users reduce time consumption by handling uncompleted shipments, avoiding manual exception handling, and making sure that all shipment lines not allocated will be automatically re-waved and not forgotten.
Take your warehouse to the next level and achieve more with Microsoft Dynamics 365!
This article is contributed. See the original author and article here.
We are excited to announce that summary configuration for work order recap with Copilot in Dynamics 365 Field Service is now available in public preview. It builds on the work order recap feature released last year, which provides an AI-generated summary of the work order for service managers and technicians.
What is summary configuration?
Customers loved our work order recap feature and wanted to configure the summary to reflect their business-critical information. With summary configuration, admins can now specify the data used by Copilot in Field Service, whether in web or mobile. They can select specific columns from the base or related tables based on their organization’s business needs. You can also preview the summary using real data from Dataverse to ensure that it contains the right information.
Enable the summary configuration
To use the summary configuration, you need to be an administrator of the environment, and have the Work Order Summary feature enabled in your Dynamics 365 Field Service settings. Go to Field Service > Settings > Field Service Settings > Features. Find the Copilot in Field Service section, then turn on Copilot for work order.
Then, navigate to Summary Configuration on the site map. In public preview, you can choose between Work Order summary and Bookable Resource Booking summary. After selecting the table, turn on the Configure summary toggle to start configuring the table and columns to include in the summary.
Add columns to the summary
Now we are ready to start adding columns. For example, you want to add Primary Incident to the Work Order summary.
Open the Table list.
Select the Work Order table.
Go to the Column list and select Primary Incident Description.
You can also add a field from a related table. For example, in the Work Order summary, you want to include the Account Name column from the Billing Account associated with the Work Order.
Select + Add data to add a new row.
Open the Table list. Related tables are marked with chevrons (>).
Either type in the search box or scroll down to find the Billing Account table and select it.
Once it becomes the current table (first item in the list), select it.
Then go to the Column list and select Account Name.
Preview the summary
When you are done configuring, you can test your configuration using any record from Dataverse and preview the summary that Copilot would generate for that record. You can be confident that your service managers and technicians will have the relevant information in the summary to perform their job.
Once you have finished testing, select Save to publish this summary configuration.
Enable this feature today and learn more about it through the feature documentation and FAQ. We’re looking forward to hearing your feedback.
This article is contributed. See the original author and article here.
In this extraordinary age of AI, we find ourselves on the brink of a profound revolution. Companies are looking for generative AI to solve longstanding problems around customer connection, loyalty, and seller productivity. Businesses are on a journey to become a digital-first business, not only to connect with customers, but to benefit from the advances in AI.
Both winning and retaining customers requires a unified customer understanding and ability to orchestrate experiences across sales, marketing, and service. To deliver exceptional experiences, businesses need a solution that breaks down data silos between applications and departments so sellers, marketers, and service agents can get the right information in the right interface at the right time.
Dynamics 365 2024 release wave 1
Release wave 1 brings new innovations and capabilities to transform your business.
Imagine if your sellers could effortlessly collaborate with contributing stakeholders and had the exact right information at the exact right time to make a persuasive sales pitch that speaks to the needs and wants of each individual customer to cement the sale.
Imagine if your marketing team could create the perfect end-to-end campaign, one that aligns input across departments, that pulls in the perfect target audiences, that includes campaign assets aligned with your brand identity. And instead of doing so in months, being able to create a good draft…in minutes.
Imagine if each time customers interacted with your company, no matter what department or touchpoint they engage with, they felt known, and each interaction built on the last.
With generative AI and our Microsoft Dynamics 365 customer experience solutions, these “imagine ifs” are reality.
The innovative capabilities that are coming to you in Microsoft Copilot for Sales, Microsoft Dynamics 365 Sales, and Microsoft Dynamics 365 Customer Insights will help you elevate the seller experience through AI-driven process transformation, optimize the buying journey with the power of data, and personalize every customer interaction.
Elevate the seller experience through AI-driven process transformation
A recent study of sales professionals showed that up to 70% of their time is used for administrative and non-selling tasks that reduce the quality of their interactions with customers.
With Copilot for Sales and Dynamics 365 Sales, we enable innovative AI-enriched experiences to support sellers as they move through the sales process. We help transform sales teams from just following leads and opportunities into being trusted advisors who can predict and support customer needs.
Copilot for Sales is designed to be an invaluable assistant helping drive productivity and improve sales efficiency. It combines all the unique role-based sales capabilities with Microsoft Copilot for Microsoft 365 to deliver a unified and highly relevant seller experience right within the Microsoft 365 suite of applications, keeping the seller in their flow of work. Sellers can use chat to identify answers to top sales questions, whether it’s to find out more about an account or opportunity, or to view the sales pipeline. We deliver relevant sales context using natural language and prompt-based actions.
Let’s look at some of the newest features within Copilot for Sales, an application for sellers who use either Dynamic 365 Sales or Salesforce but prefer to work within their Microsoft 365 productivity apps to manage their day:
Enhance email summaries and replies to minimize app switching and provide a response that’s aware of the customer context. Insight related to sales such as buying intent is emphasized, and suggested changes such as updates to sales stages, opportunity budgets, or estimated close dates appear in the side panel allowing instant updates.
Easily create meeting preparation reports that give you the information you need to engage your customers confidently. You can share the meeting prep with your team members so everyone can be on the same page with knowledge about the customer and the account. Using the power of Copilot in Word combined with Sales insight from your customer relationship management (CRM) application.
Get immediate AI-generated tips, suggestions, and advice in Microsoft Teams meetings to help sellers concentrate on the meeting dialogue and ensure they can respond quickly to requests and possible challenges, such as competitor references, by surfacing relevant information when and where they need it.
Generate post-meeting follow-up quickly and easily allowing sellers to follow-up with tasks and notifications that are generated from the Teams intelligent recap screens and review the key questions that need to be answered. Follow-up work with their team members can be managed using deal rooms and planner activities to review task suggestions and assignments ensuring no follow-up is missed.
Keep systems up to date without the pain of manual effort. Copilot for Sales allows for quick creation of records, such as leads and opportunities, right in the Microsoft 365 surface area. In the Copilot side panel, create new records and update fields using pre-filled suggestions without leaving the screen.
Dynamics 365 Sales continues to be our market-leading CRM solution designed to streamline sales processes, cultivate customer relationships, and expedite deal closures for businesses of all sizes. We bring the power of generative AI right inside this surface area and help sellers transform their CRM interactions to support customer conversations and land deals. With the latest release we’re helping sellers to:
Transform the CRM sales experience by using the immersive full-screen Copilot view right in Dynamics 365 Sales. Get all key information in one place including pipeline, suggested actions, deals in progress, and real-time insights on key accounts. Sellers can query that information to get further details and insights using natural language and suggested prompts. Use it to get started every day as a homepage for all sellers using Dynamics 365.
Make the best use of prospecting time with intelligent lead management to make sure that sales development teams are using their time wisely and focusing on leads that have a higher chance of closing quickly. In this release, we’re adding qualification criteria that incorporate signals to help show how interested the customer is. The distribution of those leads is then improved based on seller capacity and our new notification alerts make sure that sellers don’t lose the opportunity to interact when the timing is right.
Optimize the buying journey with the power of data
It all starts with data. Generative AI takes what used to be specialized and trained roles and democratizes them so customer experience (CX) professionals can use and take advantage of the data, insights, and workflows from their CRM system. Generative AI will autonomously assist customers and sellers in their day-to-day experiences to:
Elevate customer experiences in real time: With Dynamics 365 Customer Insights, CX professionals can now ensure customer profiles and associated insights are updated in real time based on data signals, allowing them to provide the most targeted and personalized experience as they engage with your website or mobile app, which will foster loyalty, increase engagement, enhance satisfaction, and drive higher conversion rates.
Know your account better with AI-generated account summaries in Dynamics 365 Sales: With integrated data from Dynamics 365 Customer Insights, sellers can now quickly access a comprehensive overview of each account, enabling them to prioritize their work effectively and engage with customers in a more personalized and targeted manner.
Maximize sales success with AI-suggested past successful deals: In Dynamics 365 Sales, sellers now have the ability to use the collective intelligence from past successful deals to identify and pursue similar opportunities effectively. This AI-driven feature simplifies the decision-making process and increases the likelihood of closing deals quickly. By analyzing personal success stories and industry-specific data, sellers can make well-informed decisions that enhance sales effectiveness. The strategic use of AI suggestions not only improves efficiency but also significantly raises the chances of winning deals, thereby boosting overall sales performance.
Personalize every customer interaction
Marketers and CX professionals are being empowered to go beyond automated spam to creating cross-channel cohesive, conversational experiences that drive loyalty and retention. The innovative capabilities in Dynamics 365 Customer Insights that are releasing in this wave enable CX professionals to:
Generate unique on-brand creative assets in minutes: No more scouring media libraries or resorting to use of stock images. You can ensure images are on brand and personalized for each audience, generated by Copilot using the new Typeface integration. Copilot allows you to generate variations that then can be used for personalization—no special photo editing abilities required.
Personalize omnichannel experiences with no code using Optimizely: Dynamics 365 Customer Insights and Optimizely now unlock omnichannel personalization and experimentation capabilities, enabling marketers and citizen developers to personalize every customer touchpoint with no code or prior expertise required. By combining insights and segments from Customer Insights with Optimizely audiences, you can create experiences that are tailored to your customer’s browsing activity, their loyalty, past engagement history, and other real-time signals. Moreover, you can continue the conversation or re-target your visitors by delivering the same consistent experience through customer journeys, based on which Optimizely treatment cohort the customer was part of.
With generative AI and Copilot, we’re revolutionizing the workflow for sellers and CX professionals. First, sending personalized content at every stage of the marketing campaign, improving the quality of sales leads, and next, optimizing the productivity of sellers and enhancing every single engagement with their customers, helping them to close deals faster, all thanks to Copilot. There has never been a more exciting and productive time to be a seller or marketer. We can’t wait for you to experience it.
Learn more about 2024 release wave 1 capabilities
The future of customer experience is here, and it’s driven by cutting-edge AI technology that empowers businesses to better connect with their customers, drive sales, and improve overall satisfaction for both customers and employees. This release wave is truly driving transformative change for customer-facing roles, so get your organization set up today.
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