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View downloadsCustomer Service scenario: Managing service agents
Download scenario guideAvailable with: Copilot for Service (includes Copilot for Microsoft 365) Scenario level:
KPIs impacted
CSAT
Service quality
Value benefit
Employee experience
Using Copilot to managing service agents
1. Recap daily activity
Prompt Copilot to summarize email threads and meetings from the past day and identify key actions and issues.
Copilot1
Rapidly get up to speed to focus on key issues and concerns.
2. Review performance
With Copilot in Excel, review the performance of service agents by analyzing data, identifying insights, and automating tasks based on historical interactions and business processes.
Copilot in Excel
Identify insights with Copilot in Excel.
3. Discuss with the team
With Copilot in Teams, meet to discuss trends and issues while focusing on the meeting and letting Copilot in Teams take notes and record critical items for you.
Copilot in Teams
Dedicate your focus to the meeting while CoPilot focuses on capturing the notes.
4. Create an LT presentation
Based on the data analysis and the feedback from the team, use Copilot in PowerPoint to rapidly create a draft presentation to update the leadership team.
Copilot in PowerPoint
Creating a presentation makes it easier to convey a clear message especially when it’s critical feedback..
5. Meet with LT
Review the presentation with the leadership team and record feedback and goals. With Copilot in Teams, you can focus on the meeting and utilize the notes to recap key items.
Copilot in Teams
Dedicate your focus to the meeting while CoPilot focuses on capturing the notes.
6. Update procedures and socialize
Using the notes from the leadership team meeting, make rapid updates to policies and procedures using Copilot in Word. To socialize these changes, Copilot in Outlook can draft an update email to the org.
Copilot in Word
Copilot in Outlook
Save time updating documents and preparing emails with Copilot as your drafting partner.
1Access Copilot at copilot.microsoft.com or the Microsoft Copilot mobile app and set toggle to “Web”
2Access Copilot at copilot.microsoft.com, the Microsoft Copilot mobile app, or the Copilot app in Teams, and set toggle to “Work”
