Improve Call Center Operations with Call Blending

As a provider of hosted predictive dialer software, and cloud-based contact center solutions, LiveVox is aware of the considerations organizations have when incorporating call blending into any contact center system. The leaders at the company have formed and recommended a few tips for those businesses looking to leverage blended agents.

The writers as well noted that reducing wait times is a helpful system tactic. When call volumes are at their highest, certain agents can be made blended to handle certain influxes of calls. The CTI screen pops improve end-user experience by reducing average hold times without requiring additional inbound agents.

And thirdly, call capacity evidently fluctuates while the day, nevertheless with these fluctuations, agents can share the load of inbound calls while any peak or low. LiveVox’s cloud platform enables clients to customize and configure blended agents to leverage these strategies at no extra cost to the contact center.