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
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