Routing, Omnichannel and Copilot in Customer Service
Unified routing, chat, voice and digital messaging channels, and Copilot and agents for service.
MSBA-283 12 lessons planned ▶ Video lessons coming soon
Offered by HSM University · Microsoft Certification Prep
Course content
- 1Unified routingComing
- 2Workstreams and queuesComing
- 3Assignment methodsComing
- 4Chat and digital messaging channelsComing
- 5Voice channelComing
- 6Agent experience and productivity toolsComing
- 7Supervisor experienceComing
- 8Copilot for service agentsComing
- 9Customer-facing agentsComing
- 10Intelligent recommendationsComing
- 11Analytics for omnichannelComing
- 12Case study: a contact centre for an airlineComing
Requirements
Recommended background. You can start any course at any time.
Description
Unified routing, chat, voice and digital messaging channels, and Copilot and agents for service.