Mony Modes, One Voice

In terms of scheduling, the ability to have reps handle both e-mail and phone at the same time generates many improvements. Overall, the wide array of the reps’ skills allows the call center manager to redirect call and Web-related contact volume as necessary.

Training for Service and Selling

All of the changes in the call center revolve around the training of the reps. Each is trained to handle sales and customer service calls for both the Web and the phone. The reps must show proficiency before being permitted to work in a new medium.