ICMI is part of the Informa Tech Division of Informa PLC

This site is operated by a business or businesses owned by Informa PLC and all copyright resides with them. Informa PLC's registered office is 5 Howick Place, London SW1P 1WG. Registered in England and Wales. Number 8860726.


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.