The traditional call center supports four separate channels; web self-service, email, chat and voice. Moving forward the role of the multi-channel call center agent will be to support all of these channels in a homogeneous way. Technology is on pace with this evolution by enabling web self-service, intelligent routing, real time chat and other similar advances.">

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The Multi-Channel Call Center Agent

The traditional call center supports four separate channels; web self-service, email, chat and voice. Moving forward the role of the multi-channel call center agent will be to support all of these channels in a homogeneous way. Technology is on pace with this evolution by enabling web self-service, intelligent routing, real time chat and other similar advances.

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Lead tracking/management     Marking campaign tracking and reporting

Contract tracking/management Call center tracking and reporting

Sales pipeline forecasting/analysis

How many employees will work with this system?  --- 1 2 - 4 5 - 10 11 - 15 16 - 25 26 - 50 51 - 100 101 - 200 201 - 500 501 - 750 More than 750

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