#tech-nugget – Social CX metrics – what the dashboards don’t tell you…
The list of social metrics worth tracking in 2026 isn’t the hard part. The hard part is knowing what those metrics are actually trying to tell you when they move.
D365CC – Wave 1 (2026), incoming waffle…
Wave 1 2026 for Dynamics 365 Contact Center is here — agentic AI, omnichannel depth, a better supervisor experience, and more. Here’s my take from the ground up, with the usual healthy dose of scepticism on timelines.
#tech-nugget – D365 / Copilot Studio – Speech & DTMF – I want control…
Now, call me old-fashioned, but I usually live by the principle that if you can do something, it doesn’t always mean you should. What we should be doing is gathering the requirements first and then ensuring what’s possible is the […]
Dynamics365CC – Wave 2, with a bit of surf…
I usually hold off with my own write-ups on the release versions; they constantly change, and the GAs are often pushed back due to being overambitious in the wave itself. Additionally, I’ve been knee-deep in deployments for the past few […]
#Dynamics365CC – Record identification, data and all the fields!
When bolting on some of this new Contact Centre functionality, it usually begs the question – how good is the data? One thing I find, and have seen over the past many years in Modern Work is legacy data, it’s […]