Track B — Channels (Talk, Email, Messaging)
Phone calls, emails, chats. Side conversations, callbacks, cross-channel flow.
- Customer callbacks requested from phone tree
- Side conversations via Slack or Teams
- Side conversations via email
- Chat macros vs email macros
- Channel switching — answer via email from a chat ticket
- Messaging — chatting with a customer in real time
- The email channel end-to-end
- Abandoned calls — handling them per line
- Voicemails and queue wait time
- Outbound calls and calling back from a ticket
- Warm transfer — introduce before handing over
- Answer your first phone call in Talk
- Setting your online status for Talk