The Best of ACE 2019 webinar series brings our most popular breakout sessions from our live event directly to you.

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Multichannel Performance Tips and Tricks
Tuesday, December 3rd - 12:00 PM ET / 17:00 PM GMT
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
   

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Presenter:
		Michael Cavataio Business Application Consultant, Aspect Michael's three-decade career in Workforce Management and contact center operations spans a broad variety of industries, including finance, healthcare, banking, 3rd party outsourcing, technical support, collections, and home security. As a Business Applications Consultant, Michael travels to dozens of contact centers a year assisting Aspect customers with a broad variety of Workforce Management and Contact Center needs.