In an asynchronous chat setup, it’s common for service representatives to place conversations in a waiting state — For example, they are waiting for the customer to respond with additional details. Now, supervisors using Dynamics 365 Contact Center and Dynamics 365...

Automated assignment in unified routing enables organizations to efficiently direct customer queries to the most suitable service representatives. To ensure swift response to customers, organizations can use the presence-based assignment functionality to select and...

Maintaining adherence to schedules and ensuring that service representatives are consistently available during their shifts is crucial for delivering exceptional customer service. The Adherence Tracker in Dynamics 365 Contact Center helps organizations monitor and...

Efficient workforce management involves flexibility in shift assignments, enabling service representatives to maintain work-life balance and ensuring consistent operational coverage. Dynamics 365 Contact Center provides robust solution for shift swapping and shift...

Managing time-off requests efficiently is crucial for maintaining a balanced and productive work environment. Dynamics 365 Contact Center provides an intuitive solution enabling service representatives to request, track, and manage their leave seamlessly. This...

As a service representative, having clear visibility into your daily schedule is crucial for effectively managing tasks and maintaining productivity. Dynamics 365 Contact Center provides a user-friendly Schedule Calendar for service reps, allowing them to easily view...

It’s not hyperbolic to say that today’s enterprise resource planning (ERP) solutions have entered a new era: one where organizations are reimagining systems that are AI-operated but human led. This blended approach will take time to mature but with 81% of leaders...

Managing workforce availability efficiently is essential for delivering consistent and high-quality customer service. A well-structured shift planning and scheduling process ensures service representatives are assigned to the right shifts at the right time. This helps...

In today’s fast-paced service landscape, ensuring the right number of service representatives are available at the right time is critical to maintaining efficiency and delivering exceptional customer experiences. Capacity planning in Dynamics 365 Contact Center...

As finance leaders scale to meet growing business complexity—spanning global entities, evolving regulations, and rising business performance demands—the pressure is on to do more than close the books. Today’s finance organizations must move faster, manage risk more...

Hiring the right talent has never been more critical—or more complex. In today’s competitive labor market, organizations face rising costs per hire, increasing candidate expectations, and greater pressure to deliver a streamlined, responsive recruiting experience. HR...