The Ultimate Overview of the OmniChannel Engagement Hub

Sept 9 - 4:00 PM CT - Functional Session


Tricia Sinclair

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Session Description

This session aims to provide an overview of the capabilities available within the OmniChannel Engagement hub. We will use a typical call centre scenario to demonstrate how chats can be deflected utilising power virtual agents and the resulting impact on KPIs, how productivity tools such as agent scripts, macros, smart assist and navigation history can increase the efficiency and productivity of an agent, how a consistent approach across all channels (e.g. SMS, Voice, Chat) can reduce agent training time and increase customer satisfaction, how supervisors are able to maintain both KPIs and Call Quality using standard OmniChannel Engagement Hub reporting tools.

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