SearchCRM.com Definitions (Powered by WhatIs.com)

Look up tech terms

Powered by: WhatIs.com

Search listings for thousands of IT terms:

Browse tech terms alphabetically:

blended agent

definition -

A blended agent, in a call center or contact center context, is an agent who manages both incoming and outgoing calls and applications as needed. Need is determined by contact center traffic levels.

Similarly, a blended call center allows agents to both make and receive calls as demand and strategy dictate. Combining automatic call distribution for incoming calls with predictive dialing for outbound calls, this strategy makes more efficient use of agents as each can handle the overflow of the other.

last updated06 Jul 2006

Read more about blended agent:

Do you have something to add to this definition? Let us know.

Send your comments to techterms@whatis.com

Related Content

  • Call center interaction dos and don'ts
    • Handling customer interactions isn't always easy, since every interaction is unique and different customers present different challenges. We've put...
  • CRM jobs and careers: Special report
    • In this CRM jobs and careers special report, you'll find popular news articles, expert advice and other resources to help with a job search or career...
  • Keeping remote agents connected
    • Remote contact center agents can help retain good employees and reduce real estate costs. But solving remote technical problems and maintaining clear connections are another matter.

Related Glossary Terms

Terms from Whatis.com − the technology online dictionary
  • collaborative browsing  (searchCRM.com)
  • escalation plan  (searchCRM.com)
    • An escalation plan is a set of procedures set in place to deal with potential problems in a variety of contexts... (Continued)
  • outbound call  (searchCRM.com)
    • An outbound call is one initiated from a call center agent to a customer on behalf of the call center or a client... (Continued)