Lewis Baybutt

Do you have VIP customers at your organisation that perhaps require highly skilled agents to deal with when they contact your customer service department? Typically in a digital contact centre we might route conversations from customers to agents based on department and skills needed… READ MORE [ht

Do you want to ensure agents in your contact centre aren’t constantly being interrupted in the flow of their work, having to context switch between multiple different screens just to get the information they need to complete a task? It’s common in Dynamics 365… READ MORE [https://lewisdoes.dev/b

So people, do you have slow running flows?!?! If so, WHY?! I’m guessing you haven’t read my 5 tips for improving performance in Power Automate flows… oh wait… I’m only just giving them to you! Well, here goes it… here’s 5 tips for improving… READ MORE [https://lewisdoes.dev/blog/5-tips-for-impro

Getting started with Dynamics 365 Omnichannel for Customer Service and want to learn how to configure live chat so your agents can start accepting conversations started in a chat widget on your website? You’re in the right place! 🤗 👋 In this post, we’ll… READ MORE [https://lewisdoes.dev/blog/c

Do you find your productivity not so high when having to go through a number of records in a model-driven app or Dynamics 365 app where you have to select them and then go back to the view, and select another etc… 🤔 In… READ MORE [https://lewisdoes.dev/blog/preview-records-in-side-panes-in-mode

In my last post on Omnichannel for Customer Service we began to look at the capabilities in Omnichannel for sentiment-based analysis on incoming work items to Omnichannel! In this post we’ll start to take this further now that we’ve enabled the feature and we’ll… READ MORE [https://lewisdoes.dev