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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 is the Content Manager at ICMI. She manages ICMI’s robust network of community contributors, hosts ICMI’s weekly tweet chats (#ICMIchat), manages the Global Contact Center Awards program and produces content initiatives like the Contact Center Insider weekly newsletter. Follow Erica on Twitter (@EricaMarois) and join her each Tuesday at 1pm ET for #ICMIchat.
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