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Work in a contact center with less than 75 agents? This is the space for you to ask questions, share unique challenges, and offer up advice.

Going multi-channel. Advice? Messages in this topic - RSS

Sammy Evers
Sammy Evers
Posts: 2


3/8/2017
Sammy Evers
Sammy Evers
Posts: 2
The contact center I work in (roughly 100 agents) has recently been looking to add additional service channels. They want to expand from email and phone and add SMS, live chat and possibly social.

As a manager, I have little say in the final decision - but I obviously have my concerns when it comes to the logistics and operations. Have any of you ever experienced this kind of transition? What was the plan of attack in your call center? Did it fall on its face or did it actually make life easier?
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