blended agent

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.

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.

This was first published in October 2006

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