Gain Contact Centre Efficiencies with Call Blending
Call blending—a practice that involves using an auto dialling strategy such as predictive dialling combined with inbound call handling—enables contact centres 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 maximising the value of each contact, minimising agent idle time, and maximising agent productivity. If blending is done well, it will result in superior service and maximised agent productivity.