| 主权项 |
1. A method for improving a contact between an agent and a customer in a contact handling system by serially transitioning from a first media to a second media possessing advantages to the first media, the method comprising:
during the contact between the agent and the customer, communicating with the customer via the first media using an electronic communication device; during the contact between the agent and the customer, receiving a request from the customer to transition to the second media; during the contact between the agent and the customer, displaying to the agent a portion of an identifier associated with the second media such that the agent is not provided the entire identifier; during the contact between the agent and the customer, requesting and receiving confirmation from the customer that the portion of the identifier is associated with the second media; during the contact between the agent and the customer, directly transitioning serially from the first media to the second media, wherein the first media is abandoned during the transition from the first media to the second media, wherein the second media is transmitted and received using the same electronic communication device as the first media or a different electronic communication device, and wherein the first media has a media type different from the second media; and during the contact between the agent and the customer, communicating with the customer via the second media. |
