Q:

In regards to contact centers, what is a blended agent?

A:

A blended agent is a technological device that allows for the same agents in a contact center to take incoming calls and complete outbound calls. Blended agents allow for less turnover among outbound call agents in contact centers.

A blended agent allows for inbound call agents to be switched to outbound calls during slow periods during a shift and for outbound agents to switch seamlessly to inbound calls during heavy call periods. It is theorized that, by employing blended agents to vary agents' work duties, the agents may have a more satisfying work experience and help the contact center save money by not constantly having to train new agents. Use of blended agents also keeps customer information in the same location.

Sources:

  1. tmcnet.com

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