Omnichannel for Customer Service – Role Persona Mapping

When using Microsoft’s Omnichannel for Customer Service or Unified Routing “Role Persona Mapping” can come into play. In this post I will explain how and why.

If I’m completely honest, until recently I hadn’t given persona mapping much thought! And therefore, I admit I hadn’t fully appreciated why I might amend these settings or considered the implication of the persona!

You will find…

Continue Reading Neil Parkhurst’s Article on their blog

Omnichannel for Customer Service – Role Persona Mapping

When using Microsoft’s Omnichannel for Customer Service or Unified Routing “Role Persona Mapping” can come into play. In this post I will explain how and why.

Blog Syndicated with Neil Parkhurst’s Permission