Blended Environments

Use eg’s Multi-Channel Transaction Capture functionality to achieve Blended Environments.

Blending work types is a strategy designed to improve customer service and optimise agent time in contact centres. It involves Service providers undertaking back office processing alongside inbound telephony activity when call levels are not arriving as forecast.

Staffing levels can be reduced by up to 20-30% through economies of scale within the front and back office, better conversion of agent down-time into productive time, and, by completing end-to-end customer transactions, customer service can also be improved.

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