A recent enhancement to Microsoft’s Omnichannel for Customer Service has enabled the ability to filter agents by skills when starting a consult. In this…
Agents using Microsoft’s Omnichannel for Customer for voice calls can now test their speaker / microphone. I explain how in this post. Until recently…
We have a new feature in Omnichannel for Customer Service, the ability to collect feedback from agents on call quality. In this post I…
When using Microsoft’s Omnichannel for Customer Service we can use agent scripts to offer prompts to agents or trigger productivity macros. In this post…
When using Microsoft’s Omnichannel for Customer Service you may need to ensure phone numbers held on your accounts and contacts are in a specific…
