What is a Blended Agent?

A blended agent is a person who works in a contact center and handles customer contacts in multiple channels. This originally meant handling both inbound and outbound calls. But in today's omnichannel world, it can also mean handling emails, text (SMS), chats, and social media. In practice, a blended agent may disconnect from an inbound call and next be presented with a chat interaction to respond to or an outbound call to make.

The primary benefit of using blended agents is efficiency. When the inbound call queue is empty, blended agents can respond to emails or chat with customers rather than remaining idle. Realizing these efficiencies depends on having the right software tools, ones that are smart enough to route contacts to agents regardless of channel, based on agent skill sets. Additionally, workforce management tools need to be able to schedule blended agents, and the right reporting and analytics tools must be in place as well.

Can anyone be a blended agent?

No, being a blended agent takes unique skills and it isn't for everyone. Agents who are good at taking inbound service calls might not be good at cold calling sales leads. Agents who are great at speaking with customers may struggle with writing emails. Additionally, getting a random mix of contacts may be disconcerting to some agents. But some people are naturally inclined to be blended agents and thrive in this environment. Screening and training are key.