Ana is excitedly setting up her new smartphone when the screen goes blank. In dismay, she calls customer service. The estimated wait time is more than 45 minutes and she is number 7 in the queue because all agents are busy handling holiday call volume.
Microsoft Dynamics 365 Customer Service now offers voicemail as part of its omnichannel engagement capabilities. Currently in preview, voicemail can be a valuable component of your call queue management, as an overflow option on a voice queue or when a direct call to an agent goes unanswered.
As a contact center manager, you need to ensure that customers are routed to the right agent while balancing factors like customer satisfaction, tiered SLA commitments, and agent satisfaction and utilization. Automated work assignment in Microsoft Dynamics 365 Customer Service can help.
In April 2022, we announced the general availability of the Customer Service admin center, which unifies and simplifies administration across the Microsoft Dynamics 365 Customer Service suite.
Customers appreciate the quick access to help that self-service bots provide. They want to be empowered to research and solve issues on their own, which increases their brand loyalty.
Organizations are looking for ways to offer hyper-personalized service and foster deeper relationships with their customers. Customers want to connect to agents who understand their needs. They feel more comfortable talking to an agent who has served them in the past, knows about their issues, and can resolve them quickly.
Automatic assignment of incoming service requests is one of the most powerful capabilities of unified routing, benefiting customers as well as management and agents. A common customer pain point is waiting a long time to reach an agent, only to find out that the agent is unable to solve the issue.
Unified routing in Microsoft Dynamics 365 Customer Service is an intelligent, enterprise-grade routing and assignment capability. Taking into consideration both work item requirements and your agents’ capabilities, unified routing directs incoming work items to the queue or agent that’s best suited to handle them.
Any call center that uses unified routing is going to notice gains in efficiency. Dynamics 365 Customer Service uses skill matching and priority to help make assignments. Now, bring intelligence to the challenge of efficient routing.
In the world of customer service, unified routing helps you solve the classic supply-and-demand problem as you distribute customer service requests to the best team or agent. To improve this process, you need insight into how it is functioning.
The new unified routing capabilities in Dynamics 365 Customer Service allows organizations to implement incremental improvements without having to completely overhaul routing and assignment procedures all at once.