Unlock operational efficiency, control costs, and elevate CX using Microsoft Dynamics 365.
The final instalment in our three-part series explores the pivotal role of Service Leaders, those driving strategy, performance, and ROI in customer service environments.
Service leaders face increasing pressure to deliver exceptional outcomes, faster, more efficiently, and at scale. In this session, we explore how Microsoft Dynamics 365 Contact Center empowers leaders to make data-driven decisions, optimise service delivery, and achieve operational excellence across teams and channels.
What you’ll learn:
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The evolving role of service leaders in a digital-first world
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Key challenges in scaling service while maintaining quality
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How to unlock real-time visibility into operations and performance
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Using Microsoft Dynamics 365 to streamline processes, reduce cost, and drive continuous improvement
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Practical use cases and success metrics to measure ROI and business impact
If you’re focused on customer service strategy, operational efficiency, or performance leadership, this webinar will give you the insights and tools to lead with confidence.
Topics covered:
- Intro & Agenda – 0:00
- Why are poor service experiences so common? – 06:57
- Dynamics 365 Contact Center Platform – 09:02
- Powering Personas: Service Leaders – 11:41
- Drive Efficiency & Reduce Costs – 15:15
- Enhanced Workforce Management Capabilities – 21:54
- Supervisor Dashboard – 23:42
- Conversational Analytics – 25:24
- Optimise Service Offerings – 26:40
- OOB Analytics – 28:00
- Why Choose Microsoft for Service – 29:21
- Benefits & ROI – 32:48
- Success Stories – 37:08
- Microsoft Workshop – 38:06
- Q&A & Close – 40:19
More in the Dynamics 365 Contact Center Webinar Series:
- Webinar #1: Delivering Exceptional Customer Experiences
- Webinar #2: Empowering Agents