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.

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Aaron Stuart Gourlay ‏@asgourlay

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

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Richard Kenny ‏@contactcentred

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

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Karen Wenborn ‏@BearskinNy

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

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Synthetix ‏@Synthetix_Ltd

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

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Ann-Marie Stagg ‏@CCMATALK

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

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NewVoiceMedia ‏@NewVoiceMedia

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

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Carolyn Blunt ‏@CarolynBlunt

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

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Intelecom ‏@intelecom

Experienced agents should handle new channels – knowledge is power.

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Richard Kenny ‏@contactcentred

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

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Intelecom ‏@intelecom

Technology can be taught – experience takes much longer.

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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.

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Richard Kenny ‏@contactcentred

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

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Enghouse Interactive ‏@EnghouseInterac

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

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Sian Ciabattoni ‏@NobleSystemsUK

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

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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.

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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.

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Richard Kenny ‏@contactcentred

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

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AgentBalance ‏@AgentBalance

No. Not everybody is able to handle live calls.

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Do you think all agents should be trained to handle all channels?