Date Published: October 31, 2013 - Last Updated 5 Years, 188 Days, 25 Minutes ago
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.
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.