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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 Marois, Sr. Manager, Content and Community, ICMI
As the Senior Manager for Content and Community at ICMI, Erica creates content and experiences that empower contact center professionals to deliver better service. She brings over 15 years of content and community management experience to ICMI and a passion for storyteller. Erica is a connector of people – in any medium – and loves bringing contact center leaders together to solve problems. Want to get more involved in the ICMI community? Reach out to Erica via email: [email protected]
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