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As more communication channels open up, contact centers are forced to train their agents to become multi-tasking specialists trained to handle multiple channels. We asked industry professionals whether their agents were able to handle different channels simultaneously or only one channel at a time. March 26, 2010
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Are you finding that a multi-channel approach in the contact center industry is better meeting your customer's various needs? As technology progresses, will the phone be but one of many mediums used? We asked industry professionals for their opinions. March 8, 2010