Leslie Overland, Author at Microsoft Dynamics 365 Blog

Business Decision Makers

Published August 30, 2018

1 min read

Now available: the 2018 State of Global Customer Service Report

Customer experience is quickly becoming the number one brand differentiator. So it’s no surprise that 95 percent of survey respondents in the new 2018 Global State of Customer Service report indicated that customer service, which is often the face of an organization, is important to their choice of and loyalty to a brand.

Business Decision Makers

Published June 28, 2017

2 min read

Empowering service agents starts with the right tools & processes

Being a customer service agent has never been easy. And even though an increasing number of us are empowered through self-service channels, the agent’s job is getting even harder.

Business Decision Makers

Published June 21, 2017

2 min read

Better customer engagement is a must – what’s your strategy?

In our digitally connected world, we have a wealth of choices as consumers.

Leslie Overland articles

Now available: the 2018 State of Global Customer Service Report

Empowering service agents starts with the right tools & processes

Better customer engagement is a must – what’s your strategy?

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