Blended Call Centers
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Blended Call Centers

Is the Blended call center model effective? ICMI's audience says, "Yes!" 90% of those who responded to ICMI's Quick Poll last week said that the Blended model works.

Of those positive responses, 28% of you said that Blending is absolutely effective. 33% replied "Yes, if the environment is right" and 29% said, "Yes, if the management is right."

However, 10% of you replied, "No. We tried to blend, but it didn't work." What was it that didn't work? Would you try it again under different circumstances?

So, if your call center thinking about going blended but not sure if it's right for your business, you'll want to check out our new Blended and Outbound Call Centers Series. The five-part series will explore various aspects of Outbound and Blended Call Centers and will provide a guideline for centers that are interested learning more about Outbound and Blended Call Centers.

Topics: Site Operations, Learning & Development, People Management, Culture & Morale


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Does your contact center have a policy regarding allowing agents who wish to apply for internal company positions outside the contact center?

No, we don’t have a formal policy
Yes, agents must work in the contact center for at least 1 year before applying for other positions
Yes, agents must work in the contact center for at least 6 months before applying for other positions
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