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 

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.

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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.