A day in the life of Isabel Contact Center Agent

The agent sorts through emails to identify important internal team communications.

Microsoft 365 Copilot Chat2

The agent receives a call from Resident X and listens to their inquiry. The customer is following up on trash and recycling collection on their street which recently did not occur. 

Microsoft 365 Copilot Chat2

Isabel asks Copilot to sort tasks by priority so she can assign follow up visits by field service technicians.

Copilot in Excel

Isabel monitors performance metrics, such as call duration, resolution time, citizen satisfaction.

Copilot in Excel

Isabel attends internal agent meetings with peers and colleagues from various agencies and departments focused on trends, common citizen concerns and recurring issues.

Copilot in Teams

The agent ends the day by checking emails and messages to ensure all urgent communications are addressed and to prepare for the next day.

Microsoft 365 Copilot Chat2