Blended is a staffing plan · Worked example

Staff a blend

Name who may take inbound during a spike and who stays on the dialer.

1. A shared pod
2. A dedicated predictive pod
3. The reason they are split

Predictive people are not also the inbound overflow.

• What is blended? Agents moving across inbound and outbound.
• Is it a campaign type? Not in the planning list.
• Predictive plus shared agents? Availability gets stolen.
• How do you build it? Skills and running campaigns.