Do Your Agents Handle More Than One Channel?
Empowering contact center excellence for 30 years!

Do Your Agents Handle More Than One Channel?

Last week we polled our community to gauge how many contact centers have agents handling more than one channel.  The results show that 84% do have agents handling more than one channel, with only 16% indicating that their agents are dedicated to a single channel.

What impact does all this mean for the contact center, and for customers?  Does an increase in channels impact productivity and efficiency? What's the secret to success in the age of multichannel?

ICMI and inContact recently explored this topic and just released a whitepaper and research report that shares the findings.

Download the complimentary whitepaper: Overcoming Productivity and Efficiency Challenges in the Multichannel Contact Center for technology, training, and hiring guidance and more.

You can also purchase the complete research report, The Multichannel Agent: A 2014 Contact Center Roadmap Research Report and Best Practices Guide for additional strategy, guidance, and best practices.


Topics: Strategy & Planning, Learning & Development


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Do you currently offer 4 by 10-hour shifts?

Yes, and employees who work this schedule get 3 consecutive days off
Yes, but employees working this schedule aren't guaranteed 3 consecutive days off
Yes, but we give employees working this schedule days off that match customer demand/volume
Yes, but we are experiencing productivity and quality concerns due to fatigue
No, we don’t offer this schedule option
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