Bhavleen Kaur - 6 months ago
The foundation of any company’s support plan is the Omnichannel consumer service. It is very crucial to have a strategy in place for assigning agents to these channels as its impractical for specialists to do everything. Shared agent model and dedicated agent model are the two techniques for channel assignment. In a shared model, the agents handle a few or all channels concurrently whereas the focus is set upon a single channel in a dedicated model.