Presented By: Michael Cavataio, Business Application Consultant, Aspect
Multichannel engagement makes it possible for a single agent to carry on multiple conversations across several mediums—including voice, email and web chat—through true multimedia blending. However, serving the customer at whatever point of engagement they are most comfortable with is not without its own management challenges. This session will showcase the new concepts, methodologies, and operating practices required to best support multichannel in your company.
-Understand the features and functionality of multichannel performance
-Learn how to incorporate multichannel modeling in the contact center
-Review the software configuration elements so your team can support best practices for contact center operation
See our other Best of ACE 2019 sessions: https://go2.aspect.com/best-of-ace