Tricia Sinclair
Avanade - Customer Service Lead Europe
London, United Kingdom
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Tricia has over 15 years of experience in technology, specialising in Microsoft Business Applications and Low Code Platform. She is the founder of the Power Platform School, a volunteer run NFP which focuses on increasing black representation in the Microsoft Partner eco system. She is also a Microsoft MVP, an award presented by Microsoft to show appreciation to technology expers who share knowledge with the wider community.
While technology is always amazing, Tricia's passion revolves around how technology affects people and providing opportunities for everyone to be a part of our future ways of working.
Awards
Area of Expertise
Topics
Comparing Low Code Bot Applications
Copilot Studio is the gateway to Microsoft’s AI capabilities. It’s now known for creating chatbots, creating autonomous agents and extending Microsoft 365 Copilot. However, what else is Copilot Studio capable of? Is this our only option when creating bots in the Microsoft ecosystem?
Join me as I revisit the history of Copilot Studio and look to the future to demonstrate hidden or forgotten capabilities and compare the different bot solutions that are available today.
Azure Communication Services and OmniChannel Voice
What is azure communication services? Where did it come from and why should you pay attention to it? What about native omnichannel voice? These are some of the questions answered in this session.
In this session we will provide:
- an overview of azure communication services
- what are the current capabilities and limitations
- a demonstration of omnichannel voice
- considerations to be aware of when planning to implement native voice
D365 x Teams. The Ultimate Collaboration.
Join me to discover how Microsoft Teams and Dynamics 365 are transforming the future of collaborative work. In this session, we will explore the benefits of integrating the power of Teams with the beauty of D365, and what this means for the future of collaborative work.
As Microsoft focuses heavily on bringing these two technologies together, we'll discuss how it can impact future workers and improve the customer service experience. Specifically, we'll showcase how Microsoft Teams can work within a customer service space to reduce call time and help new agents with features such as embedded chat, swarming and the teams dialler.
You will learn how Teams can help agents to access customer information quickly, collaborate with colleagues, and solve problems more effectively. With real-world examples, we'll explore how this integration can lead to improved customer satisfaction and more efficient workflows.
Don't miss out on this opportunity to learn how to revolutionize your customer service experience with Microsoft Teams and Dynamics 365.
Revolutionizing Agent Productivity with Microsoft Dynamics Contact Center and Copilot in Service
Agents often juggle 5 to 8 systems during a single conversation, impacting:
- Average Handling Time : as they wait for systems to load,
- Training Effort : required to master multiple platforms,
- First Contact Resolution Rates : as they search for information, and
- Customer Satisfaction, which directly reflects these inefficiencies.
Join this session to explore how Microsoft Dynamics Contact Center's agent productivity tools, including Copilot in Service, streamline workflows and enhance customer interactions.
Learn:
- When to leverage Microsoft’s Agent Assist options,
- The advanced capabilities of Copilot in Service, demonstrated through a seamless user journey integrating Dataverse and Salesforce,
- Step-by-step guidance on extending Copilot in Service plugins to surface data from diverse systems like Dataverse and Salesforce.
- This session will equip you with practical insights to transform your contact center into a hub of efficiency and customer delight.
Top 5 Pitfalls in Contact Center Transformation (and How to Avoid Them!)
In today's world, the contact center is a critical touchpoint, yet many companies stumble when attempting to modernize it. This talk highlights the top five common mistakes that derail transformation efforts and shares practical solutions to avoid them.
First, I’ll discuss the hype around AI—and why rushing into it without a solid plan often creates more issues than it solves. We'll look at the risks of diving into AI before truly understanding customer needs or technology limitations. Then, we’ll explore the dangers of skipping the planning phase altogether, which leads to disjointed systems and frustrated customers. Including the right stakeholders is another frequent oversight; a contact center is an enterprise-wide asset, and leaving out key voices can mean missed insights and resistance to change.
Next, I’ll tackle the infamous "sunk cost fallacy"—the mindset that clings to outdated systems because so much has already been invested. Lastly, I'll cover the importance of balancing efficiency with empathy; automation should enhance the human element, not replace it.
Through practical tips and relatable stories, this session will arm attendees with actionable insights to avoid costly mistakes and build a contact center that truly serves customers and drives results.
Personalise Your Customer Experience with Dynamics 365
How can the contact centre and the marketing team work together to improve the overall customer experience and increase revenue? Join us as we demonstrate how we can make your data work for you with rich insights and next best actions through D365 Customer Insights, D365 Marketing and Omnichannel for Customer Service.
We will demonstrate a typical use case and discuss how each component works together to orchestrate a personalised customer experience based on a homogenous platform and unified data estate.
Upgrade Your Customer Service Game with Microsoft's Digital Contact Center
Get ready to level up your customer service game with the help of Microsoft's Digital Contact Center! In this session, you'll learn how this cutting-edge platform can revolutionize your customer service experience through the power of AI, automation, and analytics.
With features like Co-Pilot and AI-generated quick replies, you'll boost your agent productivity and provide your customers with personalized support like never before. And with the platform's advanced reporting and forecasting capabilities, you'll be able to optimize your operations and track your key metrics with ease.
Upgrade your customer service experience and take your company to the next level with Microsoft's Digital Contact Center. Don't miss this chance to learn how to streamline your workflows, enhance customer satisfaction, and increase customer loyalty. Join us to discover the potential of this exciting platform!
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