5. Multifunctional call center agent

Read the fifth answer to SearchCRM.com's call center agent quiz and more detailed information on workforce optimization and call center performance.

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

ANSWER: C

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.

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This was first published in August 2006

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