Omnichannel for Customer Service – The Importance of Wrap up

In this article, the author discusses the importance of wrap-up in omnichannel customer service. Wrap-up is the period after a conversation ends where the agent prepares to engage with the next customer. The author explains that many contact centers have strict KPIs for wrap-up time, and agents are given a target time to complete any necessary tasks. The article explores different wrap-up options, including "always block," "don't block," and "custom time." The author also mentions the visibility supervisors have of wrap-up and how it can help identify agents who may have accidentally left a session open. Overall, the article emphasizes the impact of wrap-up on agent productivity and customer service efficiency.

Article 9m Neil Parkhurst

---

Login now to access my digest by 365.Training

Login