Blended contact centre – the fusion of tech and people
To use blending successfully in a contact centre you need to have the right information to know when to move people from one task to another. You must also consider the skills of the staff you have available and the complexity of your business.
Utilised well, a blended approach can help your operation optimise resources, handle peaks in traffic, smooth out potential queues and improve staff and customer satisfaction.
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Best practices in Blending
Blending commonly means combining inbound and outbound contact activity but it can also be switching between different channels.
Use blending with care; used correctly, blending can help your contact centre stretch resources and ‘do more with less’ – but providing a good customer experience must be paramount. What you don’t want are frazzled advisors, trying to accommodate customers on different channels in a hotchpotch fashion – it just leads to errors and frustration all round.
rostrvm user-friendly apps will help ensure blending benefits all concerned.
- Before you start, get a full picture of what your customers want when they contact you, to check if blending will work for them.
- Use our automated performance management and planning tools to calculate when to blend.
- Train your advisors to ensure they’re confident in using different channels.
Rostrvm Solutions is a British software company with a full-spectrum delivery contact centre suite of applications, deployed on-site or in the cloud. Our platform is resilient, compliant and secure and overlays your existing systems, working with them to provide what you need now – and going forward.
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For further information call us on: 01483 494 690, or email email@example.com