Meeting the needs of today's connected consumer hinges on the ability to engage on the consumer's channel of choice whether it's phone, chat, email or social media. Rising to this occasion first requires offering multiple communication channels, which then requires having the proper technology and agents with the right skill sets to communicate on a variety of channels.
When it comes to staffing a multichannel contact center, there are two main paths you can go down; either hire specialized agents to focus on specific channels, or hire super-agents capable of successfully communicating on all channels. While specialized agents have always been around, the super-agent model is a relatively new concept.
Leading tool manufacturer Positec, is an excellent example of how a super-agent model can have extremely positive results. Rhonda Tate, vice president of direct response at Positec, recently presented on this topic at IQPC Call Center Week in Las Vegas.
Here is what we learned in Rhonda's session:
Positec found that giving agents options to handle multiple transactional channels resulted in:
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