Twitter Debate – Should all Agents Handle all Channels?

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?

Put your thoughts in an email to Call Centre Helper, or tweet us @callcentrehelp.