How impactful is customer service to the overall customer experience? Every year, businesses lose about $75 billion in revenue due to poor customer service. Today, customers expect (some even demand) great customer service. This puts a tremendous amount of pressure on organizations to deliver an intelligent, efficient, and personalized customer service experience. One key channel of customer service is telephone. While customer service through text, chatbot, knowledge articles, and self-service continues to proliferate, customers still want to be able to speak to real agents to help resolve their issues. Today's guest, Sree Yeggina, breaks down what Microsoft Digital Contact Center is and how it empowers organizations to provide exceptional customer service. 

Episode Topics 

• What is Dynamics 365 Contact Center? 
• How does Contact Center fit into the overall Dynamics 365 Platform? 
• How are customers using Contact Center today? 
• Can you please provide your favorite use case for Contact Center? 
• In 60 seconds, what do you want people to know about Contact Center? 

Useful Links 

• Microsoft Digital Contact Center Platform 
• Contact Center Integrations for Microsoft Teams 
• What is a contact center? 
• Call Center Statistics That Are Truly a Wake-Up Call in 2022 
• 45 CALL CENTER STATISTICS [2022]: METRICS, PERFORMANCE KPIS, AND INDUSTRY DATA 

Sree Yeggina is currently the Global Sales Readiness Director for the Business Applications Service category in Redmond, Washington, leading readiness for WW sellers. She has over 16+ years of experience working with Dynamics 365 Business Applications and Power Platform with focused experience in Dynamics 365 Customer Service, Sales, and Power Virtual Agents as is passionate about enabling worldwide technology sellers on the value proposition, business value, and unique differentiation of Digital Contact Center. She started her career as Microsoft CRM Consultant in 2006 and, since then, worked with all versions of CRM (3.0 to Dynamics 365) and wore several hats over the years as a Software Engineer, Lead Consultant, Solution Architect, and now Global Readiness Director and she has helped some of the largest enterprises across the globe remove their inefficiencies and improve their customer experience through digital transformation. 

Connect with Sree Yeggina here – Sree Yeggina | LinkedIn 

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