Originally published by ICMI. Read the full article at icmi.com.
Channels are a hot topic in any contact center discussion! Whether we’re discussing best practices for decades-old channels, contemplating the possibilities of the channels of tomorrow, or pining to deliver the elusive omnichannel experience, the communication mediums on which we provide service are an essential part of contact center strategy. Despite our love for various contact channels, many organizations struggle to deliver consistent, effective assistance on every channel they support.
One strategy for bolstering omnichannel success is the channel-blended agent: a contact center agent that handles customer contacts from more than one channel. Rather than being a specialist in one communication method, one channel-blended agent may routinely respond to emails, calls, live chats, and social media requests. In this article, we’ll explore the pros and cons of channel-blended agents for our customers, our agents, and our company as a whole.
