The Global Association for Contact Center Best Practices & Networking

"We monitor IM, Email and phone simultaneously. The priority is to answer phones - Although E-mail and IM are secondary, they receive regular attention. We can respond to IM and email during phone contacts, if necessary."

"All phone agents handle multiple channels, working web and email during available time between incoming voice calls. Chat agents work just on chat and incoming voice calls."

"They are trained to handle multiple channels, but only one at a time. I don't see how you can handle more channels and not give full attention to the one you're working on, but it would be interesting to find out how."

"Agents can handle more than one channel, but less than four is the maximum."

"They can handle at least two channels at the same time: Incoming telephone and web information, web question and intranet, incoming telephone and connection to translation"

"The agents are trained to handle multiple channels, however voice channel is still priority one."

"Specific groups of agents are trained to handle multiple channels, and are frequently leveraged dependent on business requirements."

"Generally, we recommend agents have cross training in 2 different channels for customer service requests. Sales agents tend to focus on one channel."

"Yes - every agent needs to be able to handle different channels - However, operationally we try to focus on which agents handle what. Our Call Centre is also split so that inbound agents handle the traditional incoming calls primarily and the Outbound agents handle the other channels."

"Our agents are trained to deal with each client individually, and then they receive another case. The agent takes ownership of that client, until they have met and hopefully exceeded expectations. Through this process, the agent will check all channels of communication relating to the client case, to ensure that they have all relevant information available to them, to assist the client properly. However, if the nature of the client's needs provides a time delay, i.e. waiting for further information or updates from other sources, the agent can start another case before the first one is closed. Multi-tasking, whilst efficient, needs to be managed well, in order to ensure that all the different clients’ needs are being met and that they are being communicated with, regularly and meaningfully."

"It depends on the role of the staff member. There are several issues which can be investigated whilst still dealing with other incoming issues. Issues coming in via emails for example can often be dealt with while dealing with incoming calls."

"Yes, but they are handled as separate pieces of work. They will switch back and forth but not work multiple channels simultaneously."

"They are trained as far as possible on existing channels. Can handle only one channel at a time due to non integrated systems."

"Our Advisors are trained on multiple channels but do not handle them simultaneously."

"Multiple channels. We are all cross trained to provide maximum flexibility and the fastest workforce leverage possible."

"They are able to manage more than one channel simultaneaously (example: chat and email, or chat and call or two chats.) ."

"As the interaction is designed to be the same regardless of medium of contact, all agents can handle multiple channels and they can handle different channels simultaneously."

"Yes, trained and able to handle multiple channels, but using only semi-automated routing software."

"Again this depends on the requirement of each client’s program. Minacs does deploy ‘universal agents’ who can work on multiple channels and perform back-office functions as well. However, we do have client programs where we deploy agents who focus on working on just one channel."

"Yes, they are trained to handle phone and email. They handle one channel at a time, unless an issue is complex and requires additional information either hard copy (email) or verbal explanation (phone) follow ups."

"Depends on client requirements on utilization, SU and productivity optimization methods. certain processes have multi-skilling, and certain others use single-skilling"