As a Call Center Manager turned consultant, I'm frustrated to see Customer Care teams using outdated processes and technology. New solutions that have become available in the last 4-8 years can truly revolutionize how we care for customers.
So here I offer up an open letter to many of the Customer Care Managers that I have met over the years in hopes that it may inspire a few to consider the new options available to them.
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Wondering how much impact your digital workplace project will have? Will it truly be a transformation of what you do, or just an adaptation of what you’re already doing? Those two words sound similar, but they lead to entirely different destinations. Bear with me while I draw a couple of analogies to make my point.
Many people have trouble keeping up with the latest trends and changes in technology, whether its computers, smartphones or TVs. This is also true if we look at most of the big software companies like Apple, Google and of course Microsoft. It’s even faster with certain Microsoft services like Power BI, Azure and of course their flagship collaboration service Office 365.
Office 365 is constantly changing, and it can be difficult to know what’s going on. I’ll show you 5 quick and easy ways to know what is happening in the Office 365 ecosystem.
Every time I read the news, it seems there is another organization rocked by scandal. And, like Mark Cuban, it is often a leader who may otherwise be ethical, but who is out of touch with what is really going on inside of their organization. Read on to learn how building a better intranet could have helped the Shark Tank entrepreneur avoid a scandal.
Customer Service teams are scrambling to work with IT to implement omni-channel communication strategies. But the challenge is bigger than just technology - it requires a rethinking of the entire customer care role in delivering a state-of-the-art customer experience.
Employee engagement – it’s just one of the latest buzz words floating around. But what does it really mean? I can tell you that it’s not just performance plans, timely feedback and evaluations. We need to stop being so focused on the employee’s productivity and start focusing on their experience in the workplace. If an employee is having a good experience, it stands to reason that this will allow them to be more productive and engaged. So how do we do that? Let’s take a look at five principles to get us there…
You're using Office 365, and you're wondering if you should use Outlook Groups, Yammer, Microsoft Teams - or all 3. Join the crowd! This article helps you to understand the differences between the options, and which option might be right for your team.
Today I’ll show you how to use Office 365 Forms, Microsoft Flow and Dynamics 365 to easily create a form that adds a new lead record to CRM.
Has this ever happened to you? You are minding your own business when you need to remote to your SharePoint server desktop to fix the User Profile Service (who hasn’t?). You open Central Administration and go to the UPA and to your horror you can’t edit the profiles!
Read on for the simple and easy fix!
Apparently due to outcry from the community and some missing functionality with its replacement the Dynamics 365 App for Outlook aka Outlook App, the Outlook client is no longer deprecated.
Enterprise social communities have enormous potential for sharing knowledge, discovering new innovations, and boosting productivity. But without proper governance, they can start strong and end in a confusing and overly-complex mess! In this article I explore some practical tips for social community governance.
When working with SharePoint, what is the difference between blogs, discussion boards and announcements - and when do I use each of these to improve communication and collaboration
Like many of you that have Dynamics 365 organizations online, we received our “Scheduling Your Dynamics 365 Organization for the Microsoft Dynamics 365 (online) version 9.0 Update” notice recently. If you have not scrambled to get your update scheduled you still have time.
As of today I’ve been consulting on SharePoint for almost 8 years, and I get asked a lot of questions. A lot of our clients already have SharePoint and we’re either engaging on rescue projects, migrations or break/fix type support. But then there are some clients we speak with who don’t use SharePoint at all, and are potentially looking to evaluate SharePoint or other collaboration platforms. It’s in those times I get reminded that not all folks already know what SharePoint is!
My aim with this 3-part series is to help answer this question and give some context of how SharePoint can benefit organizations. In this initial post I will set the stage and give you some context for our discussions.
Microsoft Dynamics 365 now has two different versions of Outlook integration available:
Yes, those names are confusing. But choosing which one to use, and the right time to make the change, can be even trickier. Read on to understand the options and make a good decision about the best timing for your organization.
Have you ever thought to yourself “I need an anchor tag in my SharePoint navigation and that must be easy”. But instead you're met with frustration! I’m going to show you a little trick I stumbled across that is SUPER simple and it works with no code! Did I mention this works in Office 365?
Most goals are doomed to fail. Here’s why - and how you can transform struggles into successes.
Large businesses pump billions of dollars into technology to become more customer and employee centric. But smaller businesses are using these same technologies to run circles around their larger competitors.
Here's how they're doing it, and some lessons that businesses of all sizes can learn:
When you work with SharePoint permissions, you quickly figure out that you want to touch them as little as possible. With a lot of things in SharePoint, permissions inherit top down. So this means that it’s a best practice to always use that inheritance as much as possible. But in today's post, I'll show you how to use PowerShell to change those permissions for all libraries, folders and files in the site!
I’ve had this come up multiple times lately, and I thought I’d put up a post to help get the information all in one place. Now that we’re moving away from SharePoint 2010 and dealing with SharePoint 2013/2016/Online more often, folks still want SharePoint Designer but are confused which version they need. You want to be sure to get the latest and most patched version, which requires more than one download.
Who would have guessed the frustration that the tiny little QUALIFY button on the Lead form in Dynamics 365 could cause! In this post, we take a look at a better solution for qualifying and converting leads in Dynamics 365 for Sales.
One of the things that I think most companies struggle with is governance, specifically in context of an intranet. If you read my blog you know I talk about mostly SharePoint, but good governance can and should apply to really to any platform.
We actually devote a whole section of our Building a Better Intranet workshop to governance because it’s that important, and yet so many companies don’t even think about it. In today’s post I wanted to pull out 3 tips that are important aspects of balanced governance.
We get that question a lot.
"Hey C5, it's great that we can track emails in our CRM solution with just the click of a button instead of the old copy/paste method that our legacy CRM software required. But I get a ton of email. Which emails should I track in CRM?"
It's a simple question that isn't as easy to answer as you may think. Most people think, "if in doubt ... track it."
PLEASE. DO. NOT. DO. THAT.
Read on for some simple rules and examples to help you decide which emails you should and (perhaps more importantly) should not, track.
Instead of another blog about PowerShell, I wanted to share a quick trick with CSS. It’s quite common in a SharePoint branding design to include a breadcrumb navigation. In SharePoint 2007 there was a simple horizontal breadcrumb separated by arrows, and SharePoint 2010 incorporated a tree-style drop down breadcrumb. The site to site breadcrumbs were removed starting in SharePoint 2013.
There are many blogs on how to bring either the “up-folder” or simple horizontal breadcrumb back. But sometimes, you want to hide the root node and the separator. In today’s post I’ll show you how to do that with just CSS.
Sooner or later it would likely be nice to have some weather in SharePoint. There are many ways to do this, and the ideal solution would be something that is global above the page that detects where you are and changes the weather for you.
That’s great, but it’s custom and certainly not free. But sometimes you want something easy and free to embed something on your SharePoint page. And if you’re favorite weather app is Dark Sky, you’re in luck! I’ll show you the tiny amount of code you need. It’s not a no-code solution, but low-code.
The complementary paper includes over 12 years of research, recent survey results, and CRM turnaround success stories.
This 60-second assessment is designed to evaluate your organization's collaboration readiness.
Learn how you rank compared to organizations typically in years 1 to 5 of implementation - and which areas to focus on to improve.
This is a sandbox solution which can be activated per site collection to allow you to easily collect feedback from users into a custom Feedback list.
Whether you are upgrading to SharePoint Online, 2010, 2013 or the latest 2016, this checklist contains everything you need to know for a successful transition.