Blended Agent

This is a term used for an agent who is trained to handle customer inquiries as well as call out clients in multiple channels. It originally refers to an agent who manages both outgoing and incoming calls. However, with today’s omnichannel landscape, a blended agent also covers all forms of support communication which include text messaging (SMS), chats, emails, and social media.

Blended agents make it more efficient to handle the overflow of others in case there’s a peak in the volume of calls received by the contact center.

 

Related insights and studies: