5. Multifunctional call center agent
What is the term for is a call center agent who manages both incoming and outgoing calls and applications as needed?
a) Multilingual agent
b) Need-based agent
c) Blended agent
d) Favorite 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. 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.
This was first published in August 2006