Blended Agents: Blending Digital Channels and Voice in the Modern Contact Center
Delivering an exceptional customer experience today requires the ability not only to meet a customer on his or her channel of choice, but also to escalate to voice with all details of the engagement available to the agent who answers the call. Using computer telephony integration (CTI) to support a voice channel on the agent desktop alongside chat, text, email and social media channels, as well as work items served up from the customer relationship management (CRM) system, is making a difference in the modern contact center. With a fully blended desktop, agents can move seamlessly across channels as they interact with customers and handle CRM work items. What’s more, a blended agent solution enables a contact center to give special consideration to customers engaging via voice, allowing agents to focus those calls without distraction from other channels. Read this white paper from Beth Schultz of No Jitter to learn the benefits of a blended approach.
About Beth Schulz
Beth Schultz is editor of No Jitter and program co-chair for Enterprise Connect. Beth has more than two decades of experience as an IT writer and editor. Most recently, she was the founding editor in chief for UBM Tech's AllAnalytics.com, an editorial site for analytics, IT, and business professionals that's developed into a go-to community for thought leadership and conversation on the analytics, business intelligence, and data management disciplines. Prior to that, she brought her expertise to bear writing thought-provoking editorial and marketing materials on a variety of technology topics for leading IT publications and industry players. Beth was also a longtime editor at Network World, where she oversaw multimedia content development, writing and editing for special feature packages. In particular, she focused on advanced IT technology and its impact on business users and in so doing became a thought leader on the revolutionary changes remaking the corporate datacenter and enterprise IT architecture.
Beth has a keen ability to identify business and technology trends, developing expertise through in-depth analysis and early-adopter case studies. Over the years, she has earned more than a dozen national and regional editorial excellence awards for special issues from American Business Media, American Society of Business Press Editors, Folio.net, and others.