Introduction
In today's customer service industry, the demand that is put on agents is continuously increasing. Agents are expected to handle a larger volume of customer issues, resolve them faster, and maintain high customer satisfaction. In addition, agents need to accomplish these goals while adhering to their organization's process standards.
Agents encounter many challenges, such as:
Having too many steps and clicks to perform actions such as creating cases, entering data, saving data, and so on.
Having to perform repetitive tasks such as greeting a customer in the proper way, verifying customer details, and taking notes.
Human errors that are introduced while copying and pasting data across different pages.
Process adherence and compliance that are specific to the contact center business organizations.
Lack of real-time insights to the customer, knowledge articles, and other relevant needs that are based on the context of the interaction.
To accomplish the goals that are defined by their organizations, agents need to be able to overcome these challenges to help them achieve what their business and customers require. The Dynamics 365 Productivity Tools app addresses these challenges, helping agents to perform their daily operations faster, more efficiently, and in a process-compliant manner.
Dynamics 365 Productivity Tools contains three tools to help agents be more productive:
Macros - Sequential actions that help agents perform repetitive tasks in a single click, such as opening forms, prepopulating fields with details, taking notes, and so on.
Agent scripts - Provide guidance to agents that is related to specific issues or scenarios. Scripts help organizations be unified, accurate, and effective, in addition to being faster and more efficient in terms of customer handling.
Smart assist - An intelligent assistant that provides real-time recommendations to the agents, helping them to take actions while interacting with customers. It allows organizations to build a custom bot to help agents plug in, real time, to their environment.
A key element of the productivity tools is the Productivity pane. The Productivity pane guides the agent as they are working with customers such as displaying available agent scripts or providing smart assist suggestions. You can use the Productivity pane in collapsed mode or expanded mode, as shown in the following illustrations.
You can define the different features in the Productivity pane to ensure that agents have what they need when they work in the application.
Throughout the remainder of this module, you'll take a deeper look at how to configure the different features.