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Do Your Agents Handle More Than One Channel?

By Erica Marois | Date Published: October 31, 2013 - Last Updated August 22, 2018 | Comments

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.

 

Erica Strother headshot
A passionate connector of people, Erica Marois is a customer and employee experience enthusiast who loves helping others find unique solutions to their biggest challenges. She has 12+ years of experience in content creation and community building and volunteers as a facilitator for CX Accelerator. A content marketing specialist with 8x8, Erica works from home in Richmond, VA, where she lives with her husband and their lab-mix, Quinn. Outside of work, she loves cooking, traveling, and reading.
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