Supporting Telephone, E-mail and Chat Inquiries

| Kathryn Jackson

Can one agent handle telephone, e-mail, and chat inquries? And is that even a good idea? That depends on the communication skills you evaluated your agents on prior to hiring them and/or any additional training you have provided them since. Verbal and written communication skills are two distinct competencies, and being well-versed in one doesn’t necessarily guarantee success in the other.

Upgrading the contact center

| Greg Anderson

Businesses that want to get closer to their customers are transforming their conventional call centers into multichannel contact centers that support