Tag: community

My past year, & Alison Mulligan

This post is going to be somewhat different & out of the norm for the usual sort of topics that I talk about. It’s also going to be somewhat personal, and mention a special person who’s been an absolute rock for me.

So, where to start? Well, there’s been a lot that’s happened in my life over the last year or so. I touched on things briefly in my post at the end of last year. Several deaths in the family (father & grandmother), some sicknesses, etc. I’ve also started one job, decide it wasn’t right for me after almost a year, and then needed to look for another job. Thankfully I managed (even with all the craziness going on in the world currently), which I started in March 2020.

We’ve also expanded our own family (again), and been dealing with all of the usual things that come with children etc.

Now, why am I mentioning all of this, and specifically, why am I mentioning it now? Well, there’s one specific reason for me doing so, and that’s to mention Alison Mulligan. Otherwise there wouldn’t really be any point in this post at all, in my opinion…

Now, for those who don’t know Alison, let me try to summarise her as best as I can in a few words.

Created by LittleArtistRo at ScottishSummit ’20

Well, to start off with Alison works in the recruitment industry. Woah…hold on. Yes, she’s a recruiter. But she’s the FIRST recruiter that I’ve come across in over a decade who has what I would consider to be proper (& correct) principles. Now I’ve dealt with many recruiters & recruitment companies over my professional career. Some are better, some are worse, and some are truly dreadful (no, I’m NOT going to mention who they are).

However, Alison absolutely & totally bucks the trend. This isn’t just my opinion, it’s the opinion of everyone who I’ve met who’s ever known Alison. See, Alison doesn’t just want to fill roles with people. Her purpose (which she’s said time & time again, in private as well as public), is to find the right role for someone. That doesn’t stop at roles that she has to offer though. For her, it’s not about the money side of things; it’s about the person being happy & fulfilled in the role that’s right for THEM. To this end, she’ll connect someone who’s looking for a job with OTHER recruiters, or people within the industry who are looking to fill a role, even if she doesn’t make anything off of it.

I started The Oops Factor series last year. I had been bouncing ideas & concepts off several people, Alison being one of them. She was highly supportive of the project, and told me that I had to have her on as one of my first guests (which of course I did!)

When I was looking for my next role at the end of 2019/beginning of 2020, she was there at the end of a phone (and occasionally in person, when possible), whenever I needed to talk. She updated me constantly on the state of the market, & opportunities that she had, as well as those that she was aware of that OTHERS had. She was there as an absolute rock, without asking for anything specific in return. When I needed a laptop to present at PowerPlatform UG London in November 2019, and I didn’t have one available, she told me to come along to her office. When I got there, she handed me one of the office ones, told me to set it up as I needed, and to use it for as long as I needed to. How many people do you know who’d do that?

When I landed a new role (which incidentally wasn’t through her), she called me up immediately to congratulate me, and spent time on the phone asking about it, how I was feeling, etc. She truly cared about what I had been going through, and was happy & celebrating with me the success in finding something.

Now that was my own personal experience, but I know that it’s not unique to me. I’m aware of others who she’s helped in the same way, and who she’s continuing to help in these critical times. I constantly recommend Alison as the first point of contact to anyone who’s going to be looking for a new role – she’s that amazing.

Things don’t stop there though. Oh no. See, Alison is also active within the (technical) community. She comes along to the User Group sessions, knows the technology, & participates. She doesn’t even just confine herself to ones that are local to her – she goes to others that aren’t as near. As a result, people know her, and get to see that she’s not just pretending in order to get clients. She loves the technology that we all love, and can hold her own (usually) in conversations!

So for most people, that would usually be enough. They’re participating, getting known within the community, etc. Alison doesn’t just do that. She also gets involved in organising & hosting.

Let me give an example of this, to provide some some context. There was a SUPER special community Lego hackathon earlier this year.

The location for it had issues at the last moment, and it was going to be cancelled. Alison heard about this, told the organisers to leave it with her for a few hours, and she’d call them back.

Within that time, she organised to host it in her office building (remember – this is at the last minute, and not an easy thing to do!). She helped get things ready, participated throughout the day, helped pack things up, and finally joined everyone for the ‘after-event’ drinks. It’s not the first time that she’s done this, and highly unlikely to be the last.

Most people who are involved in recruitment tend to be looked at cautiously (at best) by the community. Honestly, we’re tired of them turning up, trying to get people’s details, and/or entice them away from current jobs without really considering what’s best for them. It’s happened time & time again, and we don’t like it. In fact, there was an offer last year from a recruitment firm to host a community event, and it was turned down due to this.

Alison doesn’t fall into this; she’s trusted (and absolutely adored, if you want the truth) by the community. Events without her there aren’t the same , though we understand of course that it’s not always possible to commit the time/travel to attending (we all have times that this happens).

Some years ago, a community organisation that I was helping out with told me that in every community, there are one or two people without whom things wouldn’t function at all. They may not be prominent, may not be paid much (or even at all), but they’re the crucial cog & lynchpin. If they weren’t around, things would fall apart.

In my opinion, Alison is one of these crucial cogs & lynchpins. I really don’t know how the different London technical communities would manage without her input, advice & help. I consider myself blessed to know her, count her as a friend, and to chat about motorbikes whenever we’re able to!

If you don’t yet know Alison, I humbly suggest that you try to come along to one of these events (which are virtual at the moment, making it somewhat easier), and get to know her. Her Twitter is https://twitter.com/AMulligan365, and she’s on LinkedIn at https://www.linkedin.com/in/amulligan365/.

You’ll appreciate her sense of humour, her experience in life, and the joy that she also has with seeing how the technology works to make everything better.

Matt Weston on The Oops Factor

Finding out from Matt as to how he got into vlogging (video blogging) to begin with, and the special test that he uses when explaining technology concepts. Matt shared with us about his special ‘love’ of Sharepoint content types with inheritance, how he occasionally does a spot of ‘pruning’ with Sharepoint forms, & the absolutely important of community!

If you’d like to come appear on the show, please sign up at http://bit.ly/2NqP5PV – I’d love to have you on it!

Click here to take a look at the other videos that are available to watch.

Iain Connolly on The Oops Factor

Talking with Iain about his gaming console selection & finding out about bulk-updating fields in Prod with the XRM Toolbox. Some UN-expected consequences, and a major cleanup operation that was needed!

If you’d like to come appear on the show, please sign up at http://bit.ly/2NqP5PV – I’d love to have you on it!

Click here to take a look at the other videos that are available to watch.

Omnichannel – Chat Setup

Looking back at the information that I’ve already posted on around Omnichannel for Microsoft Dynamics 365, I seriously can’t believe that I haven’t already done an article on how to set up a chat channel. I know I’ve talked about some of the functionality within chat itself, but it’s now time to sort this out.

This was the FIRST thing that I did when I got my first Omnichannel environment up & running. The feeling of satisfaction when it was all complete and worked was incredible. I think I may have bounded out of my chair, punching the air!

So, with that all being said, let’s see how to go about it. It’s not that difficult, and there are some helpful settings within it. The functionality has also increased with the Wave 1 2020 release, which is quite cool.

Now, you can create multiple chat channels, and position them where you want to. Each chat channel can point to a different workstream, and then feed into a different queue (more on that in another post).

To create a chat channel, go to the Omnichannel Administration Hub, select ‘Chat’ in the left hand menu, and click ‘New’

You’re then presented with a new Chat record window, to set it up. It’s actually quite simple to go through, with tabs providing different options. Don’t forget about these!

A few things to point out from the main page:

Chat Design

Once you’ve filled in the main information, switch to the Design tab. Here you’ll be able to configure the look & feel of things:

Now at this point in time, you’re only able to use the pre-defined theme colours for the Omnichannel chat widget. That’s not to say that you can’t work around this – if you use an Azure bot, or a custom bot (which needs to be using the Azure bot framework, admittedly), you could set a custom colour there.

You can change the logo displayed – this needs to be a publicly accessible online image. This can result in some fun looks!

You can also set Operating Hours for when the chat will be active (see https://thecrm.ninja/handling-company-hours/ for how to set this up).

Pre chat survey

Heading to the pre-chat survey tab, we can set up survey questions for the customer to answer before the chat actually starts with an agent.

There are some nice options here:

  • Being able to set questions as mandatory or not
  • Different answer types available. Eg text (single or multi-line), option-set, or user consent

Now at this point in time, it’s not possible to use the answers given (eg with using an option-set) to route a customer to a specific queue. It would be amazing if this would happen, but it’s not there yet. Instead the information from the pre-survey questions are displayed in the agent interface. This is aimed at being able to gather information upfront, rather than the agent needing to ask for this during the chat session

Location

The next tab allows the ability to tie the chat widget to a specific website. This means from a security point of view that if someone copies the source code from your webpage, it won’t work on a different website. If no domain is specified, the chat widget can be embedded on any website, without restrictions. It’s a useful concept that can be handy in certain scenarios.

We’re also able to capture the customer geo-location. This will prompt the customer to allow their location to be shared with the agent. If the customer doesn’t consent, then it won’t be shared. Note that this does require Bing Maps to work

Conversation Options

Part of the Wave 1 2020 release has been additional functionality for Omnichannel agents to use. This includes abilities to call, co-browse, and screen-share during customer chat sessions.

I’m going to going into detail around these options in a separate post. I’m also going to be looking into the current solution providers for this, and seeing what each one provides above & beyond Omnichannel integration

Custom Messages

The final tab gives the option to use custom messages for some of the system functionality. Essentially things like starting a chat, ending a chat, and chats timing out all have messages around them.

These are things like ‘An agent will be with you in a moment’:

What custom messages allows you to do is to change these. So for example, you could set up the following to be displayed:

I hope that this has been helpful in seeing how you can set up a chat channel. Stay posted for how to set up the other channels as well!

Benedikt Bergmann on The Oops Factor

Chatting about Benedikt’s love of bouldering & rock climbing, as well as why ALM is so important. We also discussed a project of his single client that had 9 Dynamics 365 organisations that needed to be deployed to, with nothing in place to automate this at all.

If you’d like to come appear on the show, please sign up at http://bit.ly/2NqP5PV – I’d love to have you on it!

Click here to take a look at the other videos that are available to watch.

Mark Christie on The Oops Factor

Finding out about Mark getting Jon Levesque dressed in a kilt at Scottish Summit, and how that went. Also discussing how Mark’s first foray into consulting occurred, and how he learned all about project time projects for clients.

If you’d like to come appear on the show, please sign up at http://bit.ly/2NqP5PV – I’d love to have you on it!

Click here to take a look at the other videos that are available to watch.

Sara Lagerquist on The Oops Factor

Finding out how Sara decided to get a dog (no, she didn’t dog-nap someone else’s!), starting out as a Dynamics 365 customer, actually getting involved in customising the solution, and why things went so wrong when updates were released.

If you’d like to come appear on the show, please sign up at http://bit.ly/2NqP5PV – I’d love to have you on it!

Click here to take a look at the other videos that are available to watch.

Uses for Omnichannel in times of crisis

I originally had a different article planned for today, but with the current situation that’s happening over the world, I decided to change what I was going to talk about.

The world has gone crazy, in so many ways. There’s plenty of information out there around what’s happening, and with best advice to people as to how to deal with things, cope, etc. I’m not going to cover that (besides, it’s likely that things will change over time, which means that anything I write could be out of date soon).

Instead, I’m going to address one of the specific issues that I’m seeing again and again. This is the bottleneck that people are facing when trying to contact companies, whether the company is their bank, their utility provider, their health provider, or even travel companies.

Image result for bottleneck

Regardless of whether people are trying to cancel an existing holiday & get a refund, speak to their bank to get a mortgage holiday, or get medical advice, they’re facing the same major issue – they’re not the only ones trying to get through. Phone lines are jammed (assuming that they’ve not been stopped due to agents being sick), static forms where you fill in information aren’t liked (as you don’t know what the actual status of things are), and online chat takes an absolute age. I had an online chat session with Amazon two days ago, and it took over an hour for one of their associates to join my session to help me.

Go to any major company website, and you’ll probably see something like the following (this is from British Airways):

I’d like to be clear – companies couldn’t really have forecast all of this happening, if you’d go back several months.

But what companies can, and should have in place, are clear communication protocols that actually enable them to handle a massive scale-up of customers contacting them. It’s not going to be perfect, but can help mitigate the bottleneck to certain degrees.

Having an efficient system can allow a single agent to handle multiple communication streams at the same time. Indeed, it’s not just about handling multiple web-chat sessions concurrently – it’s also about handling communication across different mediums. So agents can handle webchat, Facebook messages, Twitter DM’s, etc.

This is, I believe, where products such as Omnichannel for Dynamics 365 can really come into their own, and shine through. Using it, companies can ensure that their workforce (which is likely to be impacted as well by the situation) can be as best empowered as possible, and assist customers as speedily as they are able to.

Hopefully the current situation will resolve itself as soon as possible, and coming out from it, we should look to carry out any efficiencies that we are able to. This will allow companies to better serve their customers moving forward, and streamline communication channels.

I hope & pray that everyone stays safe & healthy through this crisis, and that we help each other out (to the best of our abilities) to get through it.

Malin Martnes on The Oops Factor

Exploring how Malin got into micro-brewing, her fondness for the product formerly known as ‘Talent’, and the family love for beer. Also finding out how she switched into consulting in the first place (spoiler: she didn’t start out in consulting!)

If you’d like to come appear on the show, please sign up at http://bit.ly/2NqP5PV – I’d love to have you on it!

Click here to take a look at the other videos that are available to watch.

Neil Benson on The Oops Factor

Discussing how LEGO is of vital importance in teaching & business applications, and what happens when Scrum isn’t performed properly on a client project. Neil also runs a Scrum for Business Applications course – https://customery.academy/courses/foundations

If you’d like to come appear on the show, please sign up at http://bit.ly/2NqP5PV – I’d love to have you on it!

Click here to take a look at the other videos that are available to watch.