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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2019-12-12
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Adopting a cloud mindset is a pivotal first step on the road to customer centricity. But what does t...

How to Create Customer Centricity in the Cloud

Untapped Opportunities: What You Should Know About IVR

2019-12-11
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