According to our poll, 36% of contact centres do not blend calls, emails and outbound calls, instead keeping the three channels separate.
Poll – “Do you blend calls, emails and outbound calls?” – answers
They are kept separate – 36%
We do some blending but it is not widespread – 15%
We blend calls and emails – 24%
We blend inbound and outbound calls – 12%
We blend calls, emails and outbound calls – 24%
Source: Call Centre Helper webinar: 7 strategies to deal with Queues Sample size – 140 Date: January 2013