When assessing your organization's customer service sophistication, it's helpful to consider the number of agents in proportion to the overall number of employees. Because while agents are often great experts, they can be even more effective and efficient when they have the freedom to focus on complex scenarios. The Microsoft report, "Global State of Customer Service Sophistication," focuses on the opportunities for automated self service at organizations where reliance on agent support is high. Download the report for insight on how you can unleash the full potential of agents by freeing up their time with the support of chatbots, web portal knowledge resources and personalized support across these channels.