Contact blending is one of those things that seems, at first glance, very attractive. However, when you look at the detail it really needs some thought and analysis to make sure it delivers the benefits you expect ; for example if you are looking to blend inbound and outbound calls how are staff rewarded? Do you blend calls all the time or only outside peak traffic periods? When are the peaks?
And as multimedia contact has really started to build in volume (Have you counted how many emails you handle recently?) perhaps this is the year to implement blending across multiple media and tasks
rostrvm ResourceBroker provides the technology to support intelligent task blending backed by our consulting service, rostrvm Prophet, to help you to find out whether blending can work for you. To learn more why not contact us.