Discover how to boost agent productivity, satisfaction, and performance using Microsoft Dynamics 365 Contact Center.
This is the second session in our three-part series exploring the key personas behind exceptional service delivery and empowering agents.
Modern customer service agents are expected to do more, faster, with less. In this session, we explore how Microsoft Dynamics 365 equips agents with the right tools, knowledge, and AI-powered support to resolve issues efficiently and deliver exceptional service.
What you’ll learn:
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Key challenges that today’s agents face in complex service environments
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How Dynamics 365 empowers agents with real-time guidance and automation
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The role of AI and Copilot in reducing manual effort and improving accuracy
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Live demos of the Dynamics 365 workspace built for agent success
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Practical takeaways to improve agent onboarding, productivity, and morale
Whether you’re a contact centre manager, customer support leader, or digital transformation lead, this webinar will help you enhance agent experience and performance, while keeping customers happy.
Topics covered:
- Intro & Agenda – 0:00
- Demands on Agents – 04:12
- Dynamics 365 Contact Center Platform – 08:00
- Powering Personas – 11:15
- Accelerate Assisted Service – 14:23
- Contact Center & Agents – 26:18
- Benefits & ROI – 30.00
- Success Stories – 34:50
- Microsoft Workshop – 36:41
- Q&A & Close – 38:38
More in the Dynamics 365 Contact Center Webinar Series:
- Webinar #1: Delivering Exceptional Customer Experiences
- Webinar #3: Service Leaders