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

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Whilst this may be a desire, not all agents will be equally good across the different channels.


Richard Kenny ‏@contactcentred

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Yes, all employees should be trained on all channels for variety, flexibility and setting omni-channel culture.


Karen Wenborn ‏@BearskinNy

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In theory, and for the future – yes. In practice – not always.


Synthetix ‏@Synthetix_Ltd

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Interesting question. Discussed this in a workshop last week. Attendees felt it didn’t work well in practice.


Ann-Marie Stagg ‏@CCMATALK

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It should be an option but won’t fit every advisor’s skill set.


NewVoiceMedia ‏@NewVoiceMedia

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Studies have also proven that this improves morale and keeps employees challenged, engaged and interested.


Carolyn Blunt ‏@CarolynBlunt

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Not as a sudden compulsory change for all existing staff but certainly can select and train multichannel advisers.


Intelecom ‏@intelecom

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Experienced agents should handle new channels – knowledge is power.


Richard Kenny ‏@contactcentred

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New channels are mostly shorter, simpler interactions. Shouldn’t best staff be on phone as this is escalation?


Intelecom ‏@intelecom

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Technology can be taught – experience takes much longer.


Richard Kenny ‏@contactcentred

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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

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Number of voice interactions decreasing, importance of each of those is increasing – needs best staff on it.


Enghouse Interactive ‏@EnghouseInterac

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Agents’ skillsets are different, educate them all but make sure you have channel experts who are the first line for contact.


Sian Ciabattoni ‏@NobleSystemsUK

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Not all agents have the skills required for multi-channel communications, let them focus on what they’re good at.


Enghouse Interactive ‏@EnghouseInterac

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Training agents to work across all channels is a great start if you’re looking to be more proactive with your customers.


Intelecom ‏@intelecom

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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

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I agree, but some channels are very limited, and humans ‘just want to speak to someone’ when in need.


AgentBalance ‏@AgentBalance

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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.

Published On: 6th May 2015 - Last modified: 21st Jul 2017
Read more about - Call Centre Management, , , , , , , , ,


1 Comment
  1. 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.

    Graham Paddon 7 May at 11:40 am
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