We asked our Twitter followers “Do you think all agents should be trained to handle all channels?” Here is what they said.
Aaron Stuart Gourlay @asgourlay
Whilst this may be a desire, not all agents will be equally good across the different channels.
Richard Kenny @contactcentred
Yes, all employees should be trained on all channels for variety, flexibility and setting omni-channel culture.
Karen Wenborn @BearskinNy
In theory, and for the future – yes. In practice – not always.
Synthetix @Synthetix_Ltd
Interesting question. Discussed this in a workshop last week. Attendees felt it didn’t work well in practice.
Ann-Marie Stagg @CCMATALK
It should be an option but won’t fit every advisor’s skill set.
NewVoiceMedia @NewVoiceMedia
Studies have also proven that this improves morale and keeps employees challenged, engaged and interested.
Carolyn Blunt @CarolynBlunt
Not as a sudden compulsory change for all existing staff but certainly can select and train multichannel advisers.
Intelecom @intelecom
Experienced agents should handle new channels – knowledge is power.
Richard Kenny @contactcentred
New channels are mostly shorter, simpler interactions. Shouldn’t best staff be on phone as this is escalation?
Intelecom @intelecom
Technology can be taught – experience takes much longer.
Richard Kenny @contactcentred
It’s not about the technology, it’s about empathy. Phone is becoming the channel people turn to when nothing else works.
Richard Kenny @contactcentred
Number of voice interactions decreasing, importance of each of those is increasing – needs best staff on it.
Enghouse Interactive @EnghouseInterac
Agents’ skillsets are different, educate them all but make sure you have channel experts who are the first line for contact.
Sian Ciabattoni @NobleSystemsUK
Not all agents have the skills required for multi-channel communications, let them focus on what they’re good at.
Enghouse Interactive @EnghouseInterac
Training agents to work across all channels is a great start if you’re looking to be more proactive with your customers.
Intelecom @intelecom
If your best agents are on other ‘newer channels’ it may reduce escalation. Plus routing should be based on skills – some agents may write well whereas others are better suited to phone.
Richard Kenny @contactcentred
I agree, but some channels are very limited, and humans ‘just want to speak to someone’ when in need.
AgentBalance @AgentBalance
No. Not everybody is able to handle live calls.
Do you think all agents should be trained to handle all channels?
Author: Megan Jones
Published On: 6th May 2015 - Last modified: 13th Sep 2022
Read more about - Archived Content, Enghouse Interactive, Noble Systems, Poly, Puzzel, Vonage
Depends on the volume of queries you get through each channel and the complexity of each. In a small to medium size department yes, as you grow you then need to consider separating the channels out to smaller teams/units/departments.