Blended Environment

[Athomas]

I am interested to know if there is anyone in this forum that works in a blended environment (inbound/outbound). We currently have agents that take inbound and outbound calls. I wanted to know how other centers are calculating their service levels.

I would also be interested in learning how email and chat service levels are calculated. We will soon travel down that road, and wanted a heads up on how the industry is calculating its service level.

[mgery]

Working in a blended environment is great if your ACD supports it. The ability to use down time in outbound to take inbound calls helps your service level and the ability to keep agents working.

Your service levels are calculated by your ACD software, your dialer or manually calculated. What type of ACD and dialer are you using?

Email and Chat services can be calculated only if you have a measurement tool. Do you outsource this or is it kept track of inhouse? What CRM tool are you using to provide this service?