Best Practices for Managing Agents in Multi-Channel Contact Centers
By Donna Fluss
The important concept of multi-channel contact centers has been discussed in the industry since 1997. While most companies agree that this is the best way to support their customers, few are doing it right. To the majority of companies, a multi-channel contact center is an operating environment that uses different teams to support different channels. They may have a phone group, email team, SMS support, and even a few people (typically in marketing) handling social media. These organizations are trying to do the right thing; however, in their attempt to keep their costs low and retain time-honored practices, they are adding tremendous complexity and cost to their operating environment. But all is not lost. Most of the existing infrastructure and best practices can be used and incorporated into a true multi-channel servicing environment. This white paper defines the multi-channel contact center and addresses the people-related challenges in staffing and managing these environments.