Dan Lloyd’s Post

One key takeaway from our new "Complete Guide to Leading Contact Centre Teams" eBook: When structuring your omni-channel teams, go with a hybrid model. Have core voice and chat agent groups, but also cross-train a percentage of each on the opposite channel. This allows you to be nimble when queues get lopsided. Your cross-trained agents can jump in to support the busier channel, preventing long customer wait times. It's about balance - having dedicated specialists but also built-in flexibility. The eBook dives deeper into making this work through agent prioritisation and smart routing. Build an omni-channel team that can ebb and flow with your contact volumes. Download the full guide to learn more practical strategies: https://lnkd.in/e7X6-hMf .

One key takeaway from our new "Complete Guide to Leading Contact Centre Teams" eBook: When structuring your omni-channel teams, go with a hybrid model. Have core voice and chat agent groups, but also cross-train a percentage of each on the opposite channel. This allows you to be nimble when queues get lopsided. Your cross-trained agents can jump in to support the busier channel, preventing long customer wait times. It's about balance - having dedicated specialists but also built-in flexibility. The eBook dives deeper into making this work through agent prioritisation and smart routing. Build an omni-channel team that can ebb and flow with your contact volumes. Download the full guide to learn more practical strategies: https://lnkd.in/dtgWx7zu .

One key takeaway from our new "Complete Guide to Leading Contact Centre Teams" eBook: When structuring your omni-channel teams, go with a hybrid model. Have core voice and chat agent groups, but also cross-train a percentage of each on the opposite channel. This allows you to be nimble when queues get lopsided. Your cross-trained agents can jump in to support the busier channel, preventing long customer wait times. It's about balance - having dedicated specialists but also built-in flexibility. The eBook dives deeper into making this work through agent prioritisation and smart routing. Build an omni-channel team that can ebb and flow with your contact volumes. Download the full guide to learn more practical strategies: https://lnkd.in/evVydJcr .

One key takeaway from our new "Complete Guide to Leading Contact Centre Teams" eBook: When structuring your omni-channel teams, go with a hybrid model. Have core voice and chat agent groups, but also cross-train a percentage of each on the opposite channel. This allows you to be nimble when queues get lopsided. Your cross-trained agents can jump in to support the busier channel, preventing long customer wait times. It's about balance - having dedicated specialists but also built-in flexibility. The eBook dives deeper into making this work through agent prioritisation and smart routing. Build an omni-channel team that can ebb and flow with your contact volumes. Download the full guide to learn more practical strategies: https://lnkd.in/evVydJcr .

One key takeaway from our new "Complete Guide to Leading Contact Centre Teams" eBook: When structuring your omni-channel teams, go with a hybrid model. Have core voice and chat agent groups, but also cross-train a percentage of each on the opposite channel. This allows you to be nimble when queues get lopsided. Your cross-trained agents can jump in to support the busier channel, preventing long customer wait times. It's about balance - having dedicated specialists but also built-in flexibility. The eBook dives deeper into making this work through agent prioritisation and smart routing. Build an omni-channel team that can ebb and flow with your contact volumes. Download the full guide to learn more practical strategies: https://lnkd.in/ejg28-n3 .

One key takeaway from our new "Complete Guide to Leading Contact Centre Teams" eBook: When structuring your omni-channel teams, go with a hybrid model. Have core voice and chat agent groups, but also cross-train a percentage of each on the opposite channel. This allows you to be nimble when queues get lopsided. Your cross-trained agents can jump in to support the busier channel, preventing long customer wait times. It's about balance - having dedicated specialists but also built-in flexibility. The eBook dives deeper into making this work through agent prioritisation and smart routing. Build an omni-channel team that can ebb and flow with your contact volumes. Download the full guide to learn more practical strategies: https://lnkd.in/eZ8bEBGk .

One key takeaway from our new "Complete Guide to Leading Contact Centre Teams" eBook: When structuring your omni-channel teams, go with a hybrid model. Have core voice and chat agent groups, but also cross-train a percentage of each on the opposite channel. This allows you to be nimble when queues get lopsided. Your cross-trained agents can jump in to support the busier channel, preventing long customer wait times. It's about balance - having dedicated specialists but also built-in flexibility. The eBook dives deeper into making this work through agent prioritisation and smart routing. Build an omni-channel team that can ebb and flow with your contact volumes. Download the full guide to learn more practical strategies: https://lnkd.in/eEcHb5yg .

One key takeaway from our new "Complete Guide to Leading Contact Centre Teams" eBook: When structuring your omni-channel teams, go with a hybrid model. Have core voice and chat agent groups, but also cross-train a percentage of each on the opposite channel. This allows you to be nimble when queues get lopsided. Your cross-trained agents can jump in to support the busier channel, preventing long customer wait times. It's about balance - having dedicated specialists but also built-in flexibility. The eBook dives deeper into making this work through agent prioritisation and smart routing. Build an omni-channel team that can ebb and flow with your contact volumes. Download the full guide to learn more practical strategies: https://lnkd.in/erH-iJEq .

One key takeaway from our new "Complete Guide to Leading Contact Centre Teams" eBook: When structuring your omni-channel teams, go with a hybrid model. Have core voice and chat agent groups, but also cross-train a percentage of each on the opposite channel. This allows you to be nimble when queues get lopsided. Your cross-trained agents can jump in to support the busier channel, preventing long customer wait times. It's about balance - having dedicated specialists but also built-in flexibility. The eBook dives deeper into making this work through agent prioritisation and smart routing. Build an omni-channel team that can ebb and flow with your contact volumes. Download the full guide to learn more practical strategies: https://lnkd.in/ej34cpeR .