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There are two methodologies for channel asment: a shared agent model and a dedicated one. In a shared model, agents handle some or all channels simultaneously.
In Want my neighbor bad dedicated model, agents are focused on a single channel. There are pros and cons to either method, but in general if your organization has more than 10 agents, it is recommended to use the dedicated model.
In this format, agents focus their attention on customers from one channel. For example, chat agents would only service chat customers for the duration of their shift.
This model allows agents to develop a solid understanding of one channel and find the most effective methods of helping customers. Further, a dedicated model allows the support team to scale more effectively.
This in them potentially developing a shallower skillset. In a shared model, agents Polish wife finder expected to work on the channels that require the most attention, and then switch over to other channels as they become busier. For example, a shared agent might start their day working on support, but then switch over to serving chats as more start coming in.
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The advantage of this model is that agents maximize their time and are always solving customer queries. However, an agent would Hot lady looking sex Tucson Arizona to be highly trained to be able to effectively switch between multiple channels with little notice.
There is no single factor that will determine which is right for you. Ultimately, the specific realities of your business, support organization, and goals will all play a role in determining which model is best.
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Dedicated model There are pros and cons to either method, but in general if your organization has more than 10 agents, it is recommended to use the dedicated model. Shared model In a shared model, agents are expected to work on the channels that require the most attention, and then switch over to other channels as they become busier.
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