“Lift and Shift” is Not a Strategy: Why Contact Centre Modernisation Demands More than Migration

by Chris Goodwill | May 21, 2025 | Microsoft Teams Contact Centres, Blog

Too many businesses treat contact centre upgrades as simple migrations. Learn why a "lift and shift" approach falls short and how to modernise strategically for lasting impact.

How Microsoft Dynamics 365 Contact Center empowers housing associations

by Chris Goodwill | Apr 15, 2025 | Microsoft Teams Contact Centres, Blog

Housing Associations in the UK face unique challenges when managing tenant interactions and service requests, which Dynamics 365 Contact Centre can resolve.

CRMs morphing into Customer Experience Platforms by embedding contact centre functionality

by Chris Goodwill | Apr 9, 2025 | Microsoft Teams Contact Centres, Blog

The traditional role of Customer Relationship Management (CRM) systems is evolving rapidly, driven by the convergence of CRM platforms with contact centre functionalities.

Powering personas to meet customer service challenges with Dynamics 365 Contact Center

by Chris Goodwill | Apr 7, 2025 | Microsoft Teams Contact Centres, Blog

Insights and solutions using Microsoft Dynamics 365 Contact Center for specific challenges faced by 3 key personas that can be a commonly found in service environments.

How Microsoft Dynamics 365 Contact Centre can help with overcoming challenges legal organisations face in delivering customer service

by Chris Goodwill | Mar 19, 2025 | Microsoft Teams Contact Centres, Blog

Microsoft Dynamics 365 Contact Center provides an advanced, AI-powered solution to address these challenges effectively.