Ep 11 - Weighing the Pros and Cons of Cross-Trained Contact Center Agents
Play • 8 min

Deep CX is BACK to ask a fundamental contact center question: Is a dedicated team of contact center agents always the best solution? Not always! Let's say you've been charged with putting together an RFP for contact center services. Your company experiences both unpredictable spikes in volume and predictable and/or seasonal spikes. In addition, you are concerned about an outsourcer being able to fully represent your brand. There's so much to consider! When does having a dedicated team of agents to protect your brand take priority over the need to effectively conquer those spikes in volume? Does the need to handle the spikes capably take precedence over cost-effectiveness? Or, can a contact center outsourcer put together a program that takes care of all three priorities effectively? At Blue Ocean, we believe an out-of-the-box deployment of cross-trained agents can, in some instances, be a client’s best solution. Join us as we take a deep dive into the pros and cons!

Based on a blog article by Kim Campbell

Deep CX: A Blue Ocean Podcast is produced by echogravity

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