Agent Focus - Dealing with Multi-media, Multi-interaction Contacts

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distractedToday, agents increasingly handle multiple interactions at the same time (e.g., chat), the interactions could span multiple media types, and the can be related to same or different contacts. Accounting for what they are working on at each moment of time becomes very important.

A new article in our technology resources section discusses the impact of agent focus on analytics, routing, and agent utilization. read here

Sergey Menshikov

About Sergey Menshikov

Vice President of Product Management at Bright Pattern with 20+ years in the contact center space.

Evolution of Contact Center Technology: From Plain Telephony to a Rich Contact Experience Webinar: 7 Issues Solved by New Mobile Customer Service Solution

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