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Month: December 2023

Implementation

UAT is Designed for Successful Dynamics 365 Implementations, Not for Training

A critical step in the Dynamics 365 deployment process is user acceptance testing (UAT) to check that the system satisfies the needs and specifications of the end users. But a widespread misperception is that UAT also acts as a period of user training. This is a false assumption that has to be refuted. End user training should not be done during UAT because doing so can hurt the implementation’s chances of being successful.

The main goal of UAT is to test the entire process, find any problems or faults, and take action to fix them. It is now up to the users to check the functionality of the system, offer suggestions, and guarantee that it complies with their particular business procedures. When UAT is viewed as training, the importance of thoroughly testing the system is lost, which compromises the testing effort.

Additionally, if users see UAT as a chance for training, they might utilize workarounds or recall problems from testing, which can cause confusion and inefficiencies once the system goes live. UAT is intended to identify and address these problems, not as a platform for system usage training. Appropriate training and change management activities should be carried out separately to make sure that users are sufficiently prepared for the go-live phase.

The difference between UAT and end user training must be emphasized. While training should concentrate on showing users how to efficiently use the system after go-live, UAT should be viewed as a specialized testing phase to validate the system’s functionality. Organizations face the danger of deploying a system that hasn’t been well tested and might not satisfy user requirements if they treat UAT as training.

In conclusion, it is crucial for the effective execution of Dynamics 365 implementations to comprehend the goal of user acceptance testing (UAT) and its distinct distinction from end user training. Organizations may guarantee that the system is thoroughly validated, problems are fixed, and users are well prepared for the go-live phase by recognizing UAT as a separate testing phase. Organizations may enhance the effectiveness of their software implementations and conduct the most productive UAT sessions possible by making this important distinction.

Check out our podcast episode to learn more!

Planning and Executing the Best User Acceptance Testing Sessions

Training

Maximizing Potential: Empowering Users through a Train the Trainer Program

It is crucial to give end users the abilities and knowledge they need to efficiently use software tools and procedures in the quickly changing corporate environment of today. Implementing a ‘Train the Trainer’ program is one efficient way to accomplish this. Organizations may empower their employees and streamline the training process by utilizing internal resources to their full capacity and giving them the chance to become trainers. This blog discusses the advantages of Train the Trainer programs and emphasizes how important they are for empowering end users to reach their full potential.

When implemented correctly, Train the Trainer programs offer many benefits to both individuals and companies. One of the main advantages is the chance for professional development that these programs provide. Frequently, individuals who weren’t initially chosen to be trainers can raise their hands to take part in the program. Through this inclusive approach, people in a variety of positions can improve their training skills, promoting both personal and professional growth.

Additionally, Train the Trainer courses give participants new abilities that enable them to lead within their teams. People who are enthusiastic about teaching others how to use particular tools or procedures might use their knowledge to promote improved acceptance and utilization. This not only improves their personal professional standing but also boosts the organization’s general productivity and effectiveness.

Furthermore, these programs address the challenge faced by learning and development teams in large organizations. With a wide array of software tools and continuous training requirements, it is often impractical for dedicated teams to develop extensive training programs for every individual software application. Train the Trainer programs tap into the knowledge and experience of employees who are already adept at using these tools, reducing the burden on the learning and development team while ensuring effective training delivery.

It is essential to have supervision and support from personnel who can guarantee the program’s success while implementing Train the Trainer programs. The program’s value is maximized for the participants and the organization as a whole by hiring competent trainers to provide direction and help.

In conclusion, Train the Trainer initiatives offer a compelling strategy for equipping end users with efficient training. Organizations may guarantee that their staff have the abilities needed to make the most of software tools and procedures by offering growth opportunities, encouraging leadership roles, and utilizing internal resources. This strategy not only improves each person’s career chances but also helps the organization as a whole succeed and be more productive. Implementing a well-done Train the Trainer program is a long-term investment that helps firms remain adaptable and competitive in a constantly changing business environment.

Check out our training topic podcast episodes to learn more!

Customer Service

Revolutionizing Customer Service Management: Real-time Tools for Supervisors

Effective management is essential in today’s fast-paced customer service industry to guarantee customer happiness and team efficiency. Technology improvements have given managers access to strong tools that let them help and monitor their teams in real time. We will examine the manager tools available in Dynamics 365 Customer Service and how they transform team management in this blog article.

The ability to listen in on ongoing discussions between agents and clients is one of the most important tools accessible to supervisors. OmniChannel offers a feature where supervisors have the option to join ongoing conversations, whether they are taking place over the phone or in a web chat. During these chats, a built-in dashboard offers information into consumer sentiment, enabling managers to spot possible problems. Supervisors can pick the conversation and start listening if the tone takes a turn for the worse.

The supervisor can choose from a number of interaction choices while monitoring. They can get a transcription of current phone calls or listen in immediately to gain important context. Supervisors can read the complete chat in the case of web chat. Importantly, a pop-up message informs the agents of the supervisor’s presence, promoting transparency and enhancing teamwork. Supervisors can also offer direction and support using chat messages within the OmniChannel interface to ensure seamless collaboration.

While there are no built-in alerts for negative sentiment, it is possible to set up custom notifications with additional configuration using Power Automate. This feature helps supervisors to be alerted when client conversations need their attention, which improves their capacity to deal with problems quickly. OmniChannel is a useful tool for managers to use when leading their teams because of its monitoring features and notifications.

The benefits do not stop with just current client conversations, they are also offer value to junior team members throughout training, coaching, and management interaction. These features can be used by managers to offer real-time direction and assistance, revolutionizing the way teams are managed. Supervisors are better equipped to provide timely support and step in when they can see what is going on in a conversation right away. This feature is especially useful in distant work settings where managers are unable to see how their teams communicate in person. These tools’ accessibility equips managers to adjust to shifting workplace dynamics and uphold a high degree of support for their teams.

Additionally, these instruments significantly enhance quality control procedures. Managers are asked to listen to recordings of calls and provide agents feedback days or weeks after the call had occurred. The agent’s memory of the interaction and the feedback received were frequently out of sync as a result of this delayed input. Supervisors are able to provide fast feedback based on real-time sentiment analysis when they have the opportunity to listen in on talks. This makes sure that agents receive feedback when the situation is top of mind, which improves performance and increases job satisfaction.

Supervisors have access to a number of revolutionary features through the manager tools accessible in Dynamics 365 Customer Service, particularly through the OmniChannel app. The way teams are managed has undergone a transformation due to the capability of monitoring current conversations, receiving real-time insights into consumer sentiment, and offering rapid support. Regardless of their location, these technologies enable training, mentoring, and assistance for agents. Supervisors can enhance team performance, raise customer happiness, and respond to the changing needs of the customer service environment by utilizing these technologies. These tools are crucial for efficient management and creating excellent customer experiences as customer service continues to develop.

Check out our podcast episode to learn more!

OMNICHANNEL OVERLOAD – Learn How Omnichannel Amplifies the Customer Service Experience

Customer Service

Key Considerations for Dynamics 365 Customer Service Success

Establishing an efficient customer service system is essential to increase customer satisfaction and preserve solid connections. Dynamics 365 Customer Service provides a comprehensive solution for customer service management, but there are a number of things to take into account before putting it into use. We will review the important items to think about while setting up Dynamics 365 Customer Service.

Considerations for Setting up Customer Service

Licensing and Functionality

The licensing for the Dynamics 365 OmniChannel app is separate from the licensing for Customer Service. To make the OmniChannel features available, organizations must buy both licenses. Personal phone lines can be set up through Teams, but OmniChannel functionality requires additional licenses for customer support and digital messaging. To ensure cost-effectiveness, it is crucial to assess the additional license costs and identify the precise user requirements.

Cost

Each of the two licensing options—Customer Service and the OmniChannel digital add-on—costs about $100 per user per month. The entire budget needs to account for this added expense. To maximize the return on investment (ROI), it is necessary to project the number of people who will actively use the OmniChannel capabilities.

Call Center Size and Complexity

Microsoft is targeting larger businesses with complicated needs for the OmniChannel add on feature of Dynamics 365 Customer Service. The Microsoft 365 stack includes choices for small enterprises, such as Teams and Power Apps, but Dynamics 365’s full capabilities are best suited for bigger teams with complex customer care scenarios. Consider the size and needs of your business to see if the extensive features of Dynamics 365 Customer Service are a fit.

Efficiency and Automation

Features for automation are available in Dynamics 365 Customer Service, which can greatly increase productivity. Power Virtual Agents (PVA) can be used to conduct first client encounters which saves agents’ time from having pointless talks. Organizations can speed up customer interactions, maximize agent productivity, and improve overall efficiency by automating some duties and deploying Power Virtual Agents.

Dynamics 365 Customer Service implementations need to be planned and thought out carefully. Important first steps include understanding the licensing requirements, calculating the extra expense, and determining whether the solution is appropriate given the size and complexity of your company. Additionally, utilizing Dynamics 365’s automation features can boost productivity and increase the overall customer service experience. By taking these considerations into account, businesses can make informed decisions and successfully set up Dynamics 365 Customer Service to meet their specific needs.

Check out our podcast episode to learn more!

OMNICHANNEL OVERLOAD – Learn How Omnichannel Amplifies the Customer Service Experience

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