Blended Agent

What is Blended Agent

A blended agent is a contact center professional who is trained to handle both inbound and outbound customer interactions. This flexibility allows a contact center to adapt to fluctuating call volumes and campaign needs. For example, an agent can handle incoming support calls during peak hours and then switch to making outbound sales calls during quieter periods. Cloud contact center platforms make it easy to manage blended agents by providing a unified interface for all interaction types.