Archived Content

40% of Contact centres blend Webchat With Email

Published On: 11th Jun 2014 10:10 - Modified: 23rd Sep 2019

According to our poll, four in every ten contact centres blend the webchat and email channels.

However, 16% isolate webchat, and only allow agents to handle just that channel.

Poll – What is your Blending Philosophy? – answers

Agents handle only web chat – 16%
Web chat blended with email – 40%
Agents multi-skilled (can handle all call types) – 51%
Stand alone web chat software – 27%
Fully integrated system – 16%

(Multiple answers were allowed during this poll, so the total does not add up to 100%.)

Source: Call Centre Helper webinar: The best ways to handle web chat in your contact centre Sample size – 256 Date: December 2013

Author
Jo Robinson

Jo Robinson is the Operations Manager at Call Centre Helper and has worked here since 2007. Jo quality checks a large number of the articles, and is also responsible for caring for our customers, managing the eblast programme and sponsorship of our annual benchmarking survey.

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