#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 […]
Teams Phone Extensibility and Dynamics 365 Contact Center – It’s fun, new and preview (not anymore)…
Teams Phone Extensibility has landed on the Dynamics 365 Contact Center platform. The article below gives you some tips, but remember, pre-release / preview, gung ho? Something’s are wrong (which we found out), and below is just a repeat with […]
#tech-nugget – D365CC – Context Variables and Route to Queue
I thought I would start these #tech-nuggets for quick fixes and niggles I’m coming over some of the vendors I’m using, hope some of them help! Copilot Studio bots are really fun to work with, everyday we have new options […]
Modern Work, some AI stuff and other ramblings!
I thought that this would be a good first ‘new’ post about this subject, mainly since I changed my blog’s name. Smooth, eh? I’ve been in the Modern Work industry for almost 18 years. It mostly sits alongside Unified Communications […]
Luware Nimbus Updates – 1.105 – Reporting
A new update has landed with Luware Nimbus with the reporting and some small changes to the PowerBI out-of-the-box template. The one good thing about the template overall is that it can be adjusted to suit the needs of the […]
Generative AI – Creativity vs utility… and contact centres (of course)
I can say it, I’m getting older (perhaps wiser… some may disagree), and the whole AI term is now thrown around as part of modern culture and acceptance, some don’t understand it and some don’t want to know it, but […]