A practice that involves using an auto dialing strategy such as predictive dialing combined with inbound call handling—enables contact centers to allocate agents across contact channels and through automated multichannel blending defined by business rules.
With call blending, some or all available agents can handle multiple types of customer interactions, including inbound and outbound calls, email, IM, web chat, SMS and social—all from the same workstation and without having to log in and out of different services.
Multichannel contact blending balances the objectives of maximizing the value of each contact, minimizing agent idle time, and reducing the cost of maintaining separate groups. If blending is done well, it results in superior service and maximized agent productivity
HOW ALVARIA CAN HELP:
Alvaria is the world leader in enterprise-scale customer experience (CX) and workforce engagement management (WEM) solutions. Our name is derived from Latin for “hives” – nature’s perfect form for millions of years – bringing you call center solutions that are scalable, resilient and secure, with efficiency, speed and pinpoint accuracy.