Today it is more important than ever to seek customer service agents that are fluent and fluid in all manner of customer service. A multi-channel team of agents is going to fill all the specific needs in today’s fast paced customer service center.

Ultimately, the role of a multi-channel agent is one in which the agent can effectively handle any customer interaction thus simplifying and facilitating a great customer experience.

Upon hiring a team of multi-channel agents a manager needs to be sure these employees are versed in all areas of customer service. From email responses, phone skills, writing skills and listening skill, the new hires should understand the job description fully. It will not serve the manager at all if an agent is someone who is only capable of handling the phone and is not great at writing email responses.

A manager needs employees capable of troubleshooting. If there are new electrical service channels or call center software in place a multi-channel agent needs to master all tools presented to them without becoming discouraged. They need to make certain the needs of the customer are attended to at all times regardless of what is happening on the home front.

A multi-channel agent needs to have exceptional writing skills. They are representing the company both on the phone and in print. The written word has to be handled with extra care as anything that can be printed can be used against the agent or the company. Quality control is a much higher priority in email, chat or any written correspondence. Plus, being the voice of the company, the agent needs to sound intelligent and be well informed.

Keep in mind that rotating multi-channel agents prevents over load and boredom so managers must be sure all agents can handle all facets of the job while maintaining a high level of effectiveness and quality customer service.