Omnichannel for Customer Service – The Importance of Wrap up

Within Omnichannel for Customer Service (aka Dynamics 365 Contact Center) we can define what happens after conversations end. In this post I will describe how the wrap up options impact agent productivity.

The concept of wrap up is simple enough … it is the period after the conversation ends and the agent becoming ready to engage with the next customer. Many contact centers have strict…

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Omnichannel for Customer Service – The Importance of Wrap up

Within Omnichannel for Customer Service (aka Dynamics 365 Contact Center) we can define what happens after conversations end. In this post I will describe how the wrap up options effect agent produ…

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