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Customer Experience Performance & Metrics Agent Engagement Customer Insights & Analytics Social, Mobile & Web Tools & Technologies
Customer Experience Performance & Metrics Agent Engagement Customer Insights & Analytics Social, Mobile & Web Tools & Technologies

GLOSSARY: Blended Agent

A customer capable of handling inbound and outbound calls on the same shift.  In the modern era, this may also reference agents who can handle engagements in multiple channels within the same shift.

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2020-12-16
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